SonicWall Support and Equipment Transfers
I had a good old time screwing with the online support over at SonicWall and then they turned around and screwed me.
Let me layout the details so you can follow the story line and not end up with the punch line effecting you like it did me.
I had a customer that used the TZ210 SonicWall VPN which now is a Dell product.
I had purchased 5 VPN licenses which 2 of them were out of my pocket.
I also paid for 2 years of technical support. This racked up a few hundred in expenses.
But, like any good IT person it's something you need.
What happened after the customer and I parted ways?
Well, the sonicwall was transferred to another account and there was nothing I could do about the extra licenses and the paid support which allow them to actually transfer the whole lot.
Let's clear up one thing, because SonicWall attaches all licenses to a device once you change or remove the device the licenses are lost.
Well that was according to some Indian Technical Dell support agent.
In short, SonicWall (Dell) told me I would have to purchase another device and add it to my account to keep my 2 VPN licenses and the paid service under my name.
Guess what happened next?
Tech support emailed me and told me if I didn't have a new device listed in my online MySonicWall account they were going to transfer it all over to the other person.
During this whole time they never told me where the device was moving to and didn't mention even when I asked the name of the person requesting the transfer.
In short, the sonicwall could have been stolen and the person that had it needed the licenses so they called up and demanded the transfer.
How did they prove ownership? Most likely they asked the theif to turn off the unit and turn it back on. It does validate the license with their licensing server so that would have offered 9/10ths of the proof that the device was in their hands.
But it did not prove ownership of the licenses that were paid for in my name.
Ok, this went on for about 30 days the customer agreed to pay and the transfer was made.
But Dell SonicWall support didn't know about the payment. In fact, they state in their policy that transfers are not stopped due to none payment.
Ok, so my Grumpy Old Tech warning is to never and I mean NEVER put a SonicWall in your name. Always make your customer do the registration and never pay for licenses or anything associated with the SonicWall.
Now that you see how easy it was to take extra licenses that would have been resold on eBay.
Lesson Learned, never prepay or pay as a proxy for subscription based products tide to a physical device behind locked doors to which you do not have a key.
Enjoy, it's the last time I'll deal with SonicWall.