ZA License Key Purchase a Rip Off? Do you get what you pay for?

On 12/11/02, I was contacted by ZA with an offer to renew my license key. I had approx 100 days to go on the old one, but I figured why not. I'd just use up the 100 days then install the new key and have another year of updates. I ordered it over the phone and the rep. at ZA told me to wait until I got closer to the time my old key was due to expire before installing the new key. She said that I would loose any unused time if I did it early. Today I installed the new key. I still had 11 days left on my old one, but I wanted to do it early so if there was a problem, I would have time to get it corrected before time completely ran out on my old key. 11 days not used. "No big deal right?". "WRONG!" Upon installing my new key, it read that I had 265 days of updates left. I thought a year had 365 days. ZA has it set up so that time starts counting upon the purchase of the license keys, not from the installation of them. This fact wasn't mentioned by their rep. I e-mailed them about the problem, and their response was basically that since I hadn't done it right, I would have to eat the lost 100 days. Not happy with this, I called them on the phone and explaned the problem. I was told that they would see what they could do. I'm hoping for a quick resolution to this problem. So far, nothing yet. Just a word of warning to ZA users. DON'T purchase a new license key until you are ready to install it. You WON'T get what you PAID for. Steve

 

The following e-mail was received from Zone Labs today 3/24/03.

Notification of Case Change
The following changes have been made to this case: Changed Description, Title< or Field, Changed status to Closed. Appended a description.

Project Second Level Escalation
Case: purchased several months too soon, but placed order over 60 days ago.
Case Number: xxxx

Status: Closed
Date: 03/24/2003 Time 10:10:15
Creation Date: 3/22/2003 Creation Time: 09:27:58
Created By: sykes-cd

Description:
Entered on 03/24/2003 at 10:10:15 by Ron D.
We're sorry this is well past our 30 day corporate refund policy. We should have been informed of this right away not almost 5 months later.

Unfortuantly there is nothing we can do for your situation.

Best Regards
Ron Devine
Senior Customer Care Advocate
Zone Labs

Sounds like there is no room for being uniformed as to how the License Key works according to the 30 day corporate refund policy, even though it wasn't explaned to me by their customer rep. at the time of purchase. Even though questions along this line were asked.

I guess the operative words are "Buyer Beware".

 

It seems like it should be easy to issue you a new key that gives you your full time. They must have records of both purchases... That is just good customer care.

Just an FYI. I renewed my ZAP license months after it expired and they gave me the full 365 days from the date I renewed.

 

While Steve's situation is unfortunate, maybe the moral of this story is it's better to be late than early.

Regards,

CrazyM

 

If that happened to me, especially as you were misinformed by the reps, then I'd look elsewhere for business, I'd take this case to several high profile places (like this one) and shout from the rooftops and I wouldn't give up until I got a resolution from Zonelabs, and then I'd ditch them anyway.

 

Hi, Beetlejuice--

Sorry about that. The first Support person you spoke to should have explained the situation much better. The second person, Ron, should have been a bit more understanding. (Ron's a really good guy--I think he just misunderstood.)

If you send me an email directly to cbridges@zonelabs.com, I'll work with you to get you a new one-year key. Thanks!

--Corey

Corey Bridges
Chief Editor of E-Communities
Zone Labs, Inc.

 

Thank you Paul for contacting ZoneLabs.

Thank you Corey for stopping by and reviewing the situation, offering a solution and what should be a happy ending .

Regards,

CrazyM

 

I wish to thank you all for your assistance in this matter. You guys are the greatest. Koodos to Paul and Crazy M. I officially Applaud You. Well, I will as soon as I hit 50 posts. Steve

 

Good job by Paul and CM. It's nice to see a happy ending !
I'll give them a couple of Karmas on your behalf BeetleJuice !

regards,
bill

 

Excellent news, I'm happy a suitable conclusion is at hand, well done Paul and the team. ( I'm beginning to wonder if Paul has a team of heavies to help him out)

 

He does, but he never needs them.

 

Heard from Corey. Should have a new Key in a couple of days after it comes off their generator.
Now for a list of things to do. Give Karma's to Paul, and Crazy M. Also give Karma to eyespy for giving Karma's to Paul and Crazy M. This list might get pretty long by the time I reach 50. Can't thank you all enough, but I'll try.
Steve

 

The best part about Zonelabs is they respond this quickly to security issues in their products as well.

beetle, glad to see everything worked out for you.

 

Zone Labs responded in a BIG way. Unlocked my new key and like magic my ZAP was upgraded to ZAP w\Web Filtering. A fully licensed version no less, with 371 days to boot. Thanks again to Corey, Paul, Crazy M, and eyespy. "All's well that ends well" will have to be revised to "All's well that ends fantastic!"
Steve

 

Excellent news Beetlejuice! I'm glad you found a satisfactory conclusion