I just want to let everyone know to avoid purchasing Cyberoam / Sophos UTM appliances. They have changed their processes and the support is nothing short of terrible. We have a CR50ing device with a faulty hard disk that has been acknowledged as RMA, issued with an RMA number and yet we have still not had a replacement shipped to us. Weare covered under a support agreement but that has not helped. They use a channel distribution model and they just pass the buck between Cyberoam/Sophos, the distributor and the reseller. The crazy process is: 1. Contact support and get support ticket number. 2. Beg for RMA from support. Get issued RMA number. Was advised RMA team would contact me but this never happened. 3. Contact distributor as per process. Call reseller to determine distributor. Advised RMA request to distributor must be submitted by reseller. 4. Provide RMA number to reseller and request they complete the RMA form on the distributor site. 5. Contact distributor - advised they have not received confirmation of RMA from cyberoam. Sent them email evidence but this was not acceptable. Distributor refuses to send replacement unit. 6. Contact Pre-sales team from cyberoam for assistance. Tried to help but ineffective. 7. Contact Cyberoam to request they process the RMA - support team hung up on me and asked me to call different international phone numbers in India and USA. 8. The saga continues... If you are planning to run anything important then DO NOT use these cyberoam / sophos appliances. I have spent hours on the phone and conducting online chats to no avail. We will be looking at alternative products soon.