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Active Member
paulk
Posts: 8
Registered: ‎09-15-2009
Message 1 of 13 (587 Views)

3 days to get serial numbers from old products??

587 Views, 12 Replies
07-15-2013 06:53 AM

Is anyone else frustrated by the fact that you now have to wait three days (if not more) to get serial numbers for older versions of subscription products? It used to be part of the coverage report. Now it's buried on the site and you have submit a request to get what, according to the ULA, you are entitled to. I get that it is most likely an anti-piracy measure. However, when you make life more difficult for customers who have paid than for those who haven't, it is counter productive. Argh!

*Expert Elite*
dgorsman
Posts: 5,379
Registered: ‎10-12-2006
Message 2 of 13 (573 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 08:21 AM in reply to: paulk

You may need to define "old products".  If its past the three year support window, three business days is fairly standard.

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Active Member
paulk
Posts: 8
Registered: ‎09-15-2009
Message 3 of 13 (570 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 08:27 AM in reply to: dgorsman
I'm not sure what that's supposed to mean, but to clarify our subscription is current to 2014 and we need the 2012 serial. We have some older in house software that only works on 2012. So this is well within the 3 year window that used to be offered directly in the coverage area. Now there is no information on past products (not 2013, 2012, etc) and to get it, you have to submit a form.
Community Manager
philip.s
Posts: 2,589
Registered: ‎09-27-2011
Message 4 of 13 (565 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 09:04 AM in reply to: paulk

Hi Paul!

 

As long as the previous version licenses were available at one time / upgraded (as apposed to purchasing a current version license on subscription), the Contract Manager and Software Coordinator would have access to those supported previous version licensing details in the Software Downloads Page.

 

Please check out the following solution for more info, and accept as a solution if this fully answers your inquiry.

 

Here to help if additional clarification is needed!



Philip Schmelzer
Active Member
paulk
Posts: 8
Registered: ‎09-15-2009
Message 5 of 13 (557 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 09:21 AM in reply to: philip.s

Thanks, Phillip. That link is helpful and I will add it to our KB here. Since I wasn't trying to "get my upgrade" or download any software, I didn't go to the downloads section to look for my serial number. Instead, I went to Contract Administration and then Coverage report which I wrongly assumed would include the information from previous, appropriately licensed versions - as this is where I went to find it in the past. When I was unable to find it there, I tried the Previous Versions link since I was, in fact, trying to get information on a previous version. This is where, instead of the expected coverage information on previous version, I was presented with a form to complete and informed it would take up to three days to get what I needed.

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pendean
Posts: 22,526
Registered: ‎11-06-2003
Message 6 of 13 (551 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 09:57 AM in reply to: paulk
May I ask why you did not seek assistance directly from the subscription center webpage? You paid for it, it's there, ready to assist you.
Dean Saadallah Blog | Facebook | Google+ | Twitter | PINS
Active Member
paulk
Posts: 8
Registered: ‎09-15-2009
Message 7 of 13 (548 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 10:11 AM in reply to: pendean
I'm sorry, Dean - what help are you referring to? The Subscription Help link that shares the top 10 reasons to use the subscription I'm already paying for? Or the Quick Answers link to "Previous Versions" that tells me what I already know about using previous versions with a helpful link back to the subscription login page if I want to know more? Or maybe you mean the link to Subscription Account Help under Contact US that punts to a Salesforce support page where I need to know my serial number and product key of the software I'm trying to activate in order to get any help with it - which was my problem in the first place. I believe you have identified my frustration - I paid for it and its no help at all. Perhaps I'm missing the link to the Subscription support chat window or the 800 number to call?
*Expert Elite*
pendean
Posts: 22,526
Registered: ‎11-06-2003
Message 8 of 13 (537 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 10:59 AM in reply to: paulk

If the **** page would stop 'processing' I'd show you how. I'll be back when it logs in.

 

I can get it to point ot the installtion forum, not here in the cad manager forum, for installation issues, how did you miss it http://forums.autodesk.com/t5/Installation-Licensing/bd-p/24

 

PS: just got an email about changes to the subscription website: it may get refreshed to be more helpful soo (July 19 it said).

Dean Saadallah Blog | Facebook | Google+ | Twitter | PINS
Community Manager
philip.s
Posts: 2,589
Registered: ‎09-27-2011
Message 9 of 13 (528 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 11:06 AM in reply to: paulk

paulk wrote:

Thanks, Phillip. That link is helpful and I will add it to our KB here. Since I wasn't trying to "get my upgrade" or download any software, I didn't go to the downloads section to look for my serial number. Instead, I went to Contract Administration and then Coverage report which I wrongly assumed would include the information from previous, appropriately licensed versions - as this is where I went to find it in the past. When I was unable to find it there, I tried the Previous Versions link since I was, in fact, trying to get information on a previous version. This is where, instead of the expected coverage information on previous version, I was presented with a form to complete and informed it would take up to three days to get what I needed.


You're most very welcome and thank you for the feedback. I agree that the information is not ideally located or easily accessible, with definite room for improvement. As such, I've passed this thread onto our Subscription Center UX team for future site improvement considerations.

 

I also wanted to point out that our License Assistance Team is also available to provide full company license reports, which would include previous version info.



Philip Schmelzer
Active Member
paulk
Posts: 8
Registered: ‎09-15-2009
Message 10 of 13 (523 Views)

Re: 3 days to get serial numbers from old products??

07-15-2013 11:31 AM in reply to: pendean
Hey Dean, I guess I didn't go to the licensing forums because I wasn't really looking for help because I did not know there were other options. Phillip fixed that with his post. I came to the CAD managers forum to share my frustration with a group of my peers... I do look forward to any improvements to the subscription site. Although each time it changes, it seems to get a little more complicated. Keeping fingers crossed!
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