Re: ordering documentation under SMARTnet contract

In article <db1qbl$ef5$1@xxxxxxxxxxxxxxxxxxxxxxx>, roberson@xxxxxxxxxxxxxxxxxx (Walter Roberson) writes:
| In article <1331498@xxxxxxxxxxxxxxxxxxx>, Dan Lanciani <ddl@danlan.*com> wrote:
| :In article <1121185144.453127.39520@xxxxxxxxxxxxxxxxxxxxxxxxxxxx>, Brad@xxxxxxxxxxxxx (BradReeseCom) writes:
|
| :| End of software support for the Cisco 2501 and 2514 models:
| :| April 30, 2005
|
| :So are you saying that when a product hits one of those end dates Cisco
| :disables the ability to order documentation under the corresponding
| :SMARTnet contract (while continuing to charge for support)?
|
| Cisco usually wouldn't have allowed you to buy SmartNet extending
| past the End Of Software Support date.

Interesting. They certainly don't seem to have made that check for me.

| If I recall correctly, you indicated that you recently renewed
| for 3 years.

Correct. My renewal date was 4/30/2005. I renewed for 3 years.
[I note the coincidence...]

| If so, and if you made the vendor aware that it was
| for the 2501, you can probably get a refund, since they weren't
| supposed to sell support that extends past the deadline.

Ok, first of all it is a 2503. I mentioned the 2501 only because it uses
the same boot ROM. So if what you are saying is correct it appears that
Cisco should not have let me renew *last* time let alone this time.

I'm not sure what you mean about making the vendor aware. I have had
this contract for 10+ years and I deal directly with Cisco. Each time
the renewal date approaches Cisco sends me a letter and then starts
calling. Depending on the operational state of their service center
tool (it has had its ups and downs over the years that it has existed)
I then either receive a written quote or an online version. The quote
includes the model number and serial number of my router. I can't see
any possible way that they could not be aware of the model since they
are generating the quotes. This time the quote for 3 years was ~$900.
I generated an online purchase order and Cisco then invoiced me directly.

Given that I appear to be paying for support that does not exist the notion
of a refund is certainly appealing. But I'm also still interested in the
original issue. Has Cisco really set things up to prevent documentation (and
other "upgrade") orders under a contract because one of the end-of-support
dates has passed? Doing that while still soliciting for renewal of the
contract seems questionable at best.

Dan Lanciani
ddl@danlan.*com
.

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