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March 5th, 2008 16:00
How do I get SonicWALL license keys?
Back in December 2007 my company purchased a SonicWALL Pro 2040 from Dell Canada. Since then, we have worked with our sales rep (through Dell Canada), a customer service rep, and have sent two tickets into the unresolved issues section of the Dell website. Right now no one will respond to any requests for assistance. All of this just to get a license key for:
Dell Canada item #: A0453235
Description: SONICWALL GATEWAY ANTI-VIRUS INTRUSION P
Cost: $623.00
At one point our sales rep and a sonicwall rep were emailing back and forth directly and still no license key. I even tried to call sonicwall customer support to see if they could do anything...no luck, they needed Dell to call. Based on what I know of the process, it's just a paperwork matter.
We ordered the exact same product for our US office through our US account rep and as always, everything went smoothly the first time. Not one problem.
So...does anyone know how to work with Techdata so they can provision an activation key for this service on our new firewall? I've got all our other license keys, serial numbers, and order numbers. I just need the paperwork to submit them on.
Thanks!
DELL-Chris B
2 Intern
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1.1K Posts
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March 7th, 2008 15:00
Where you able to get this resolved?
If not, send me a Private Message with the following information and I will get this into the right hands.
Name:
Phone:
Order Number:
Customer Number:
Thanks!
tony__o
5 Posts
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March 10th, 2008 15:00
Hi Chris,
I thought I would wait until this monring to see if any replies came back. Nothing from either the support rep or the customer service rep. Will take you up on the offer and send you a message with the details.
Thanks.
Tony
tony__o
5 Posts
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March 10th, 2008 20:00
I did finally hear back from the customer service rep who I contacted last week, who said that they sent this back to sales to prep for a return or correction. Since I already tried that before, I'm not sure what good that will do.
Still hoping...
tony__o
5 Posts
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March 14th, 2008 14:00
It's now the 15th, and I haven't heard a single word from customer service, who said they were contacting the sales rep for resolution.
We still do not have our license for a product purchased during the last days of 2007.
tony__o
5 Posts
0
March 18th, 2008 19:00
Last Friday I was advised that Dell could not authorize a return on my software. I'm not sure a license add-on for a hardware product, which was never delivered qualifies as software. They also tried to give me the license keys for our Irvine-California-US product...again (this product is for a Canadian address, ordered through Dell Canada).
I replied back that the license key was not part of the order and provided them an email from SonicWALL's provisioning service clearly showing it was not part of the order in question. I also replied that it was not acceptable to refuse a return for "software" which was never delivered.
The response I received today? "One of the sales representatives will be in contact with you today to resolve this issue for you." They are on eastern time...and where they are, it's now 4:30 PM....and they haven't called.
So now that everyone in my office who has anything to do with this project (this includes the VP of our Toronto office) is wondering why I went with Dell. This is just a paperwork matter! It shouldn't be this hard! My advice, only by Dell products from Dell.
Sorry Dell..just being honest.