Don't believe the cheek of a certain reseller

[Dieselboy]

We received some Cisco hardware with software bundle on a try and buy and the software just didn't work for us. Numerous TAC support cases got things kind of working but we ran over the try and buy period without being able to successfully test everything. The reseller stopped communicating with me and so a long time passed.

Eventually I involved Cisco themselves and we are moving things forward. I needed to raise an additional PO for some additional, better software (Firepower services) and this was all agreed, approved to be processed and payment made once received.

I've not seen the smartnet come in for the hardware items so I just called in to check with the reseller in case they have missed it. They are saying that they did indeed process the smartnet back in 11/2014 and it has since expired. However, I received nothing at all to that effect, ever. No Cisco email saying "here's your smartnet contract" and no email or any correspondence from the reseller advising of such. They are of course requesting that we purchase the smartnet again. Which actually means paying for the smartnet I didn't receive as well as paying for a new smartnet.

My argument is a few, such as - We cannot pay for something which we've not received. The resellers negligence in not processing the smartnet properly is not our liability.
Basically if the reseller had done their job properly then we would have received the smartnet. $2k is a lot of money to waste.

But now I feel like the idiot for having to pretty much argue with the reseller. Not only that but without the smartnet I cannot complete the firepower stuff which will hold me up and actually cost us in wasted days.

[Reggle]

Tell the reseller to get their stuff together right now or you're changing resellers.

[Nerm]

Tell the reseller to get their stuff together right now or you're changing resellers.

Agreed!

[routerdork]

I'd already be looking at other re-sellers. Nothing wrong with having a backup plan ready. Who knows, maybe the new one will be a better fit.

[deanwebb]

Fire the reseller and ban him from your place of business.

[Dieselboy]

To be honest I would prefer to maintain a good relationship with one reseller but these guys are a complete joke. I have "Find another reseller" on my list of things to do. Think I need to move that up the priority list.