Sophos Technical Support -woefully inadequate!

[jimbopembo]

It's a bit of a long post, but I was wondering if any of my colleagues out there have had a similar experience.

We decided a couple of weeks ago to take up the offer of a 1 Month Free Trial of Sophos Mail, which is an option in our Sophos Central Console.

So, I made preparations, gathered the info and guidance I needed to redirect our M365 domain and deployed it on 25th May. However things weren't working as they should - no external incoming Mail, so I called Sophos.

During that afternoon I spent 2 hours on the phone talking to someone I struggled to understand and who clearly didn't have the technical skills to help me (and cut the line at 6PM). In total i was on the phone for179 minutes either going round in circles trying to speak to somebody or being told that someone would call me back (didn't happen).

So, after trying desperately to get help from Sophos (and enquiries from staff about problems with their emails) I decided to bin it because I needed a solution quickly and it just wasn't happening. So I went back to the original setup.

Fast forward a week or 2 and I have discovered that my Mobile Phone Provider has charged me £135 for the privilege of calling the Sophos Support number from my mobile!

Perhaps I shouldn't have made these changes to essential infrastructure during normal working hours, and perhaps I could have sought the services of a specialist provider.

A big shout out should go to Exa Technical Support who helped me to recover the original Domain Settings and be back up and running within the hour. It just goes to show the value of having a reliable, local, and responsive services partner.

And thank you to the members on this forum that sought to help.

So, unsurprisingly, I have no faith whatsoever that Sophos possess the capability of providing a level of support that may be required from time to time.

Let's see how I get on with the complaint.

[Mark182]

Ditch that and use Microsoft Advanced Threat Protection

[TechMonkey]

I would suggest going down to their offices and raising hell, but they have a moat so may raise the drawbridge...

 

(this isn't a serious suggestion, I just always find it amusing that they have a moat and wonder if they have ever thought about cutting off the bridge to prevent customers getting to them when there are issues)

[Oaktech]

I had some problems with a subscription via SWGFL that didn't renew when we had paid for it and had no luck with sophos support... I Facebook messaged Paul Ducklin, one of their senior engineers, via the Naked Security channel with the scenario and our customer IDs and it was sorted within an hour!

[jimbopembo]

I would suggest going down to their offices and raising hell, but they have a moat so may raise the drawbridge...

 

(this isn't a serious suggestion, I just always find it amusing that they have a moat and wonder if they have ever thought about cutting off the bridge to prevent customers getting to them when there are issues)

 

Very helpful. Cheers.