Why is WatchGuard support so bad recently

There are loads of bugs and quirks, but none of these are being fixed.
Support are useless only being able to give boiler plate responses.

I feel like I am being ignored

What are other peoples experiences?


  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi Adam,

    We certainly strive to work with all of our customers in a timely manner. I would suggest asking that your case be escalated to our management team if you feel that your case is not being handled appropriately.

    I can also flag your case for review by a manager if you can reply with the case number.

    -James Carson
    WatchGuard Customer Support

  • edited February 13

    I concur. It's absolutely abhorrent!

    One was having an issue with registering a locally-managed device in the cloud for visibility. I mentioned what manual/article I used for it. We get a reply to use the exact same manual as I stated I've used and is not working. Happened on three different occasions/issues in a few weeks now. Going in circles for a few days before an actual capable engineer gets on a case.

  • You can request a case to be escalated, if you end up with a support tech who isn't really helping.

  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @IHCS
    I'd be happy to help make sure those cases are reviewed, you'll need to ask for a manager in those cases, or provide the case numbers here so I can ask they be reviewed.

    -James Carson
    WatchGuard Customer Support

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