[c-nsp] Bug No. CSCin67619

[Gert Doering]

Hi,

On Fri, Aug 12, 2005 at 12:44:19PM -0400, Jon Lewis wrote:
> I saw that elsewhere as well and tried it.  Our problem seems to be we had 
> multiple CCO accounts (not all of which were active) and multiple 
> contracts (not all of which were current) all tied to the same email 
> address.  

The way contract numbers are tied to company addresses, individual 
routers, and user accounts is SO INCREDIBLY BROKEN, it's unbelievable.

The whole "SCC register your smartnet package" thing is about the worst
thing I've ever experienced, and every time I register a new smartnet
package (which is about "every few months") it's broken in new and 
exciting ways.

Right now I'm waiting since about 12 days for a freshly registered
contract for a 7603 to show up under my CCO user ID, so that I can open
a TAC case against the box...  allegedly, "this router serial number is 
already registered on someone else's smartnet, so it cannot belong to 
us, and we can't register it" - and similar weird excuses.  Of course
this is handled by the package registration people in the US (we're in
GMT+2), so usually I get only one e-mail with some useless question per 
day (like "what was the router location?", which was already contained 
in the very first e-mail I opened the ticket with...)

Makes me really wonder whether there is any other vendor out there 
that has working support contract processes (from what I hear, $vendor_J
is even worse).

gert

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Gert Doering - Munich, Germany                             gert at greenie.muc.de
fax: +49-89-35655025                        gert at net.informatik.tu-muenchen.de