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Nightmare due to licensing error

Created: 26 Aug 2013 • Updated: 31 Oct 2013 | 14 comments
This issue has been solved. See solution.

When the company I am working for bought some licenses from BE Server and Windows agents, the license documents were issued for a wrong company name. The error was made by our reseller and we recently discovered it.

I asked Symantec to reassign the licenses to the correct license owner, but had no luck so far.

After providing all sorts of documents that should prove the error made by the reseller, Symantec keeps on annoying me with requests to send documents. These requests contain lots of abbreviations/ambiguous things which I can not figure out how to handle.

Currently my patience has come to an end. My manager asked me how far the task of transering the licenses currently evolved. After reporting the troubles with Symantec, he is so upset that he will not continue to purchase support licenses for Back Exec. I will be using precious time evaluating other products to backup our infrastructure. I do not have time to struggle with customer support because of an error we did not make.

I do not have an issue with customer support normaly. When asking Veeam and VMWare support for help in the same topic, they did help immediately without much unneccessary paper overhead.

Thanks for reading. I am done.

Operating Systems:

Comments 14 CommentsJump to latest comment

Jaydeep S's picture

This really sounds frustrating.  I have forwarded this request to the concerned team for fast action.

On other note did you try calling the Licencing team directly (probabely you did)

Donald Eady's picture

Peter, 

         Im sorry for your frustrations, we are in the process of getting this in front of the right set of eyes. Please know that we are working on getting this issue resolved for you as expeditiously as possible... You should expect contact shortly. 

I hope this posting was helpful

  

Peter Ziegler's picture

What started very promising (two guys jumped in and offered help) has come to a halt now again.

No news since one week.

I suggest the following: we consider it closed and unsolvable. If you mind that I use your software in one of our offices that did not pay for the licenses (but the one next to it), just let me know. I'd be happy to uninstall it and switch over to a software for which I get support in a decent period of time. Those licenses where paid but an error was made regarding the Company name and the address. I did send evidence documents twice.

I'll eat my hat if my manager will renew any support contracts with Symantec from now on. He is really upset. He may have a point, you know.

Donald Eady's picture

Peter, 

     Im currently in contact with a few different resolution teams here in house. I was of the mindset that you had been contacted shortly after our postings on the 26th of August and the licensing matter was being handled directly with you offline. Would you please verify as to whether or not you have been contacted in regard to this matter. I would like to continue to work with you torward a resoultion.

I hope this posting was helpful

  

Peter Ziegler's picture

Donald.

Thanks for the reply.

In fact, I was contacted shortly after my post here. The support personel handling my case promised to send the corrected license documents until friday as they are currently processed.

Thanks again for your help.

Peter

Donald Eady's picture

Awesome... 

        Glad to hear that the ball is running... Please do keep me informed on the progess and i will also be monitoring it on my end. 

I hope this posting was helpful

  

Donald Eady's picture

Peter, 

        I know that there were a number of people looking into your situation yesterday. All of which determined to find an immediate solution for you, it appeared that they were very close to reaching a resolution point.. would you be able to confirm this??

I hope this posting was helpful

  

Peter Ziegler's picture

Donald.

Thanks for kindly asking. I received new license documents. One seems
fine, but in the other one, "issued to" and "Contract owner" do not
match. The "issued" entry is correct, the "contract owner" is still wrong.
I reported that to the support guy in the cust supp portal but got no
response yet. Could you look into this so that will be corrected as well?

Thanks for helping, best regards, Peter Ziegler

Donald Eady's picture

Peter, 

     Thanks for the update... Please know that the team is still working to get this completely remedied... I have recieved communication that it is in the works and you should be recieving your corrected licensing shortly... Please update me when you do

I hope this posting was helpful

  

Peter Ziegler's picture

Hi Donald.

Thanks for your support.

I gave the support personell my phone number as requested. Since then - no news. No call, no mail.

We are very close to solve this now. Please look into it and give it a push.

I didnot receive the corrected license document yet.

Thanks again, Peter

Donald Eady's picture

Peter, 

 I saw a communication in relation to this come across today. You will be recieving a call today. Please update me after your phone call.

I hope this posting was helpful

  

Donald Eady's picture

Peter, 

      I have seen a few communications being exchanged in regard to your licensing issue. It would appear to have been resolved... How are things looking from your end??

I hope this posting was helpful

  

SOLUTION
Peter Ziegler's picture

Hi Donald.

Thanks for your support. The issue is closed. I have a smaller prob, but I can live with that because it was explained to me that this is of no relevance to any contracts and can not be solved.

I apologise for my impatience and harsh words.

Donald Eady's picture

Glad to hear that the issue was resolved. Please dont hesitate to reach for assistance if needed in the future.

I hope this posting was helpful