Bizarre, Antiquated Renewal Method From My Firewall Company

September 27, 2013

I just wanted to write this more out of frustration than anything because I cannot believe how some companies deal with their clients. Even in the US which is supposed to be at the forefront of technology they are using things like “telephones” to communicate and asking clients to “phone in” and give their credit cards “over the phone” which anyone should know is one of the most insecure methods of paying for anything.

Anyway, to cut a really long story short, I use a certain software firewall product for one of my production windows servers. Its an excellent product, there is no doubt but MAN, the customer service from this company is antiquated.

The software license on this product has expired a couple of weeks ago, I did not get any notification, thats fine I guess, but really I would have expected their system to send me a polite reminder saying that the license is coming up to expire rather than me having to rely on remembering it.

So when I realised that it had expired, I quickly  logged into their “customer portal” and raised a support ticket to ask them how to renew because there was no way on their web site or within the portal for me to make a payment or renew the license.

Here is the ticket thread for your amusement (and mine).

You need to read it in reverse order starting at the bottom to understand the thread.