topic Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what? in Access Points - Indoor and Outdoor

I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Tue, 20 Feb 2018 16:41:51 GMT

Hello, roughly 24hrs ago I ordered a 801-1205-5000 5yrs watchdog support for my ZD1205 because I want to have software upgrades for my ZD and attached APs (4 r700 and upcoming 1 r720), being an home user/enthusiast with no business connections I literally bought it from the first google result reseller that looked legit, used Paypal and offered international orders (I’m in EU), namely “Barcode Discount” based in Chicago (parent company is Barcodes LLC that operates a number of similar sites).

Now while I wait for my (very pricey, for a home user) order to be honored, I’m growing puzzled about the whole process. Just puzzled for now. First of all, one would expect like a 5 minutes instant digital delivery, but apparently 2-3 days will be needed. (honestly Ruckus should just put a giant “buy premium support with Paypal” button in the ZD dashboard, why they don’t do it and force you thru sales channels is beyond me, but I digress). After an hour I called the reseller (thanks Skype for cheap overseas calls) to ask about the whole process and they said that in the coming days Ruckus themselves would honor the order via email. I find it weird, how so? I paid the reseller and never told them the S/N of my ZD. They have my email of course. And I’m from another world region.

Getting all this to work is also a prerequisite for buying my next R720 ap because otherwise my ZD1205 on an old software would not support it...

So, tldr, I dropped a lot of money on an order and I’m puzzled about the whole process, reseller CS said Ruckus will honor, if tomorrow none of the involved parties (the reseller or Ruckus) digitally delivers my watchdog activation code I will have to make some calls via Skype again...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Tue, 20 Feb 2018 17:21:32 GMT

And by the way, when the ZD1205 get EOL-ed, will I still be able to update my attached r720 to the lastest firmware within my 5 year support?
I assume the r720 will be EOL-ed well after the ZD1200.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Tue, 20 Feb 2018 17:30:18 GMT

The American shop just emailed me that they can’t sell the service outside US...maybe stop international addresses from ordering so nobody’s time is wasted? I swear one of these sites (not Barcode Discount) has a banner that reads “international orders are welcome”.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Tue, 20 Feb 2018 18:36:22 GMT

as a standalone AP, firmware updates are available at no cost.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

shane_ferguson_ — Wed, 21 Feb 2018 11:29:01 GMT

If you by from an authorised reseller/partner they should send you the activation codes once they received them from their distributor.

If the reseller is the same as the one you bought your hardware from they can on your behalf apply the support contract to the relevant serial numbers in the partner portal.

There have been delays in recent times with ruckus generating support codes due to there transitional state of ownership, but I believe this has now been resolved.

I have found that there online chat support is very useful.
If you have proof of purchase they may be able to sort out the activation of your support for you.

This is all based on my experience as a Ruckus Wireless Partner.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Wed, 21 Feb 2018 13:27:29 GMT

Thank you for the insight coming from a Partner.

The US based shop canceled my order, they suddenly realized they don’t sell Ruckus product outside US.

I am currently in talks with the Product Manager for Ruckus products at a local service provider that will put me in contact with a local reseller, apparently.

I will keep you updated.

Meanwhile Paypal is gonna hold my money from the American canceled order for 30 days because a pending payment that was never rescued cannot be easily revoked without jumping thru hoops with faxes and stuff between vendor and bank...always think twice before hitting that paypal button...and thank you Barcode Discount for letting me complete the order in the first place...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Wed, 21 Feb 2018 13:37:26 GMT

While I wait for the reseller contact, I’d like to ask:
- what’s the difference between normal (801-xxx...) and renew (821-xxx...)? they look like they cost roughly the same? what’s the one to buy when you have no active support? (I assumed 801-xxx..., just want to be sure)
- how adding AP licenses work? is it a one off payment or a yearly cost? Like, if I wanna bring my ZD1205 from 5 APs to 6 APs, I can upgrade it with a one time payment and the upgrade lasts forever? Since I’m already in talks with a reseller..

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Wed, 21 Feb 2018 16:35:28 GMT

Ok, I’m gradually discovering a number of things

- 801 type contracts are only for new hardware or within 180 days

- so I should buy a 821 type contract to “renew” even if I never had watchdog before, “renewal” is counterintuitive wording guys

- apparently I need to pay back for support lapse from day 1 before adding more support?!?! I read it in a support document:

http://a030f85c1e25003d7609-b98377aee...

and I need to renew for 3 years minimum?!?

All of this to get a software update to support recent APs...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Wed, 21 Feb 2018 16:52:46 GMT

From chat support:

From your initial problem description I understand that you are looking for the support status of the device : xxxxxxxxxxxxxx (edited) and looking for purchase support.

Please note that the device noes not have a purchased support. Hence this will be processed as a new support purchase and there will be no backdating on this as per my knowledge.

so...backdating or no backdating? 801 or 821?

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 16:16:52 GMT

- what’s the difference between normal (801-xxx...) and renew (821-xxx...)? they look like they cost roughly the same? what’s the one to buy when you have no active support? (I assumed 801-xxx..., just want to be sure) -- Yes, you go with 801 Part no.

how adding AP licenses work? is it a one off payment or a yearly cost? Like, if I wanna bring my ZD1205 from 5 APs to 6 APs, I can upgrade it with a one time payment and the upgrade lasts forever? Since I’m already in talks with a reseller..
yes, its a permanent/perpetual lic which cannot be transferred except in RMA situation.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 16:20:04 GMT

when did you buy your device?... if it is more then 180 days old now from date of purchase. you may not be able to buy 1yr support contract in my experience however there is an option of buying 3yr support contract in one shot in case if you have not bought or renewed support contract in time...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 16:24:24 GMT

well if it is for controller support contract then when you buy 1yr or 3yr you get adv replacement of controller + techincal support + software upgrade. your AP's also get software upgraded auto as an when you upgrade the controller. So if you are really keen on having support contract for AP too then you can simply consider support contract starting with PN 803..
for example -- " 803-R720-1000 WatchDog Advanced Hardware Replacement for ZoneFlex R720, 1 year "

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 16:26:35 GMT

when did you buy your device and which one it is?

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Thu, 22 Feb 2018 16:32:24 GMT

bought in july 2015 new from German online store, installed and registered to Ruckus support site in february 2016, never renewed support after bundled 90days, device model is 901-1205-EU00..

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 16:43:55 GMT

3yrs support contract only option...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Thu, 22 Feb 2018 16:49:49 GMT

ok thanks...now I will know what I’m talking about when I call the local reseller...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

monnat_systems — Thu, 22 Feb 2018 17:00:18 GMT

here is the part no for 3yrs support, just for the controller with 5 AP's only

802-1205-3000

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Thu, 22 Feb 2018 17:16:07 GMT

thanks...that would be the “partner” support SKU...they’ll call me tomorrow morning...I’ll see what they offer me...

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

kj_liu — Wed, 14 Mar 2018 15:07:59 GMT

Would love to hear how you get on, as I'm also looking just for firmware update on my ZD1205 (ZD1200 + 5 licenses, as you got) + 3x R710. My hope is that I need to buy the 3-year End-User WatchDog support just for the ZD1205, and that firmware updates will flow automatically to the licensed APs — but my understanding is that I also need to buy WD support for each of my three R710, which would really suck.

Re: I ordered 801-1205-5000 watchdog contract from a reseller, now what?

jjbase — Wed, 14 Mar 2018 15:52:39 GMT

Hi, I placed the order with my local reseller, they said I will pay 336€ + VAT for a 3 year contract for the ZD1205 (never even asked me about what APs I use), not sure how much of that is their cut for the sale, now I think they’re waiting for Ruckus to generate the activation code, I haven’t heard from the reseller for 3 working days. (I yet have to pay a dime)

The APs’ firmware, at least the firmware used in their ZD-connected mode, I think it will be updated thru the ZD as usual, so you will have up to date both the ZD and the connected APs. Yes the existence of watchdog SKUs related to upgrade APs licenses is confusing but I gave up understanding that.

My biggest advice is: THIS IS NOT A DO-IT-YOURSELF PROCESS BY ANY MEANS. (although it should be, it could be literally a one click Paypal quick checkout straight from ruckus own support site, but I’m starting to realize that in general the world of b2b sales and support is a Ponzi scheme where everybody wants his cut, good thing I’m just a home user)

So don’t try too hard to figure it out on your own and don’t waste time with online shops selling watchdog SKUs, instead go thru an official local reseller.