So fortunately over the past few years as a Sophos partner I have not needed to contact sophos support for anything. I guess this is a good thing since things are working well. But man recently I have had to engage them on some XG firewall feature regression issues and it has been horrible. I mean 3 days for return emails? No calls? Clearly from first tier support asking the same question over and over (firmware version, etc). When I reach out to my rep and the reps manager.. Crickets... Honestly, I am very concerned here. I don't want this to be a sophos bashing thread but I am wondering if others have experienced this? Is this buyout related (likely) ? I am thinking of dropping these full-featured-every-service possible firewalls and going to something like pfsense. And maybe Microsoft e5 defender. Anyone else having similar issues? This seems like a house of cards.

We just migrated our 11 offices to Sophos XG from SonicWALL NSA. Yesterday, I called in to create a medium priority ticket, was on hold for an hour. Ticket was created and then I was told I would hear back from an engineer. Hours passed and never heard back until 7 hours when the ticket was assigned. Now today, We have a high priority ticket created and have been on hold for 2.5 hours and counting waiting to talk to someone. Not a good first impression. This did not ever happen with SonicWALL once in the 7+years we had them no matter the time of day I called in for support. I usually called in and within 15-20 minutes max the ticket was triaged and I was immediately transferred to an actual engineer.