Watchguard Support - Understaffed? Overwhelmed?
Complaining on public forums is not something I normally do, but has anyone had issues with Watchguard Support lately with the lack of response and remediation of tickets?
On 12-17-21 I submitted a High Priority ticket because out of the blue my wireless clients couldn't resolve DNS through the Watchguard AP's. Sorta Important IMHO.
The case wasn't assigned to anyone until 12-21-21, and then had to be escalated and that response wasn't until 12-25-21.
I figured out the problem on my own.
On 1-5-2020 I submitted a Medium Priority case, and as of this posting the case is still waiting to be assigned to a support rep.
All my devices are covered with Live Security subscriptions, along with Basic or Total Security subscriptions.
According to WG, even with the Standard support level, I should have received a response within four to eight hours for either ticket. Sooner for higher support levels.
Anyone else experience this?
Thanks for listening,
It's usually something simple.