Support Issues
Calhtech
Newbie ✭
Hello all, I am new to the Sonicwall family, so don't be harsh! I called in for support on 7-16-21. My TZ270 (purchased in April 2021) had a dead Wan port. I was promptly assisted in troubleshooting the issue and spent about 2 hours rebooting, resetting etc. Subsequently, my REP conceded that is was defective and said to watch for emails regarding the case. OK no problem. I plugged in my cheapo Linksys that I've had in place for 6 years and was using until I got the SW. So I got several emails from my rep all confirming the details of the case and the last one I received on the 16th was her asking for report logs from my unit. So I downloaded and emailed them to her as requested. I never heard back saying she received my logs so I logged in to mysonicwall account this morning and see that the status is "Waiting On Support". Now I realize that I'm a small fish in a big pond, but this unit was securing a 50 person gov't facility and it is 3 months old. My question is does it always take this long to SUPPORT a mainstream product. Thanks for your input.
Calhtech>
Comments
Support these days is a very "iffy" proposition. Folks are still working remotely and are handling more incidents than in the past.
However, if you have defective hardware, the existing SonicWall warranty should cover an immediate replacement if the customer service representative did their job properly.
Could you please reach out to @Micah with your support case number to see what is - or is not - going on.
Hello @Calhtech,
I'm sorry to hear about this inconvenience. I've just PM'd you asking for the case number.
Kind Regards,
@micah - SonicWall's Self-Service Sr. Manager