Software Companies and Lost Serial Numbers?

Frustrated by "Customer Support" asks: "My company purchased a retail boxed piece of software from a small company about 8 months ago, before I worked here. My predecessor was not organized at all, and he misplaced the serial numbers. Now it's time for that software to get reinstalled, but we're unable to due to the missing numbers. I contacted support for the company, and they indicated that they were unable to provide replacement keys, even after I faxed them my proof of purchase. The company claims it's the customer's responsibility to keep track of the keys, and that they're unable to supply replacements as the key could still be used to run there software. I find this totally ludicrous, as we've paid for a license to use the software. So Slashdot, does a missing serial number or software key invalidate your license to a piece of software that you purchased? Does one have any recourse to get a replacement serial from a company that won't supply them? Does one purchase software or do you purchase serial numbers?"

Comments

Lost keys

[George Tirebuyer]

When you find your keys be sure to take a picture of them and print up flyers and tack them up on telephone poles with a FOUND notice. Post them on your website too.

ARCServe (an amusing IT story)

[JabberWokky]

During a (rather large) office move and subsequent reinventory of hardware and software, an on-site consultant accidently knocked an ARCServe disc off a table. It fell to the floor, pancaked and shattered. This was the über-site license version for Novell -- not a cheap piece of software.

We contacted whoever owned ARCServe back then (this was around 1997ish), and they couldn't believe it, but they said "Okay, send us proof of the broken disc, and we'll send you a new one". So I told somebody in the department to fax them the disc. An hour later they returned with the pieces. "Uhh... how do I... err...?"

So I walked them over to the photocopier, laid down the pieces, copied them and handed him the copy. "There. That should be easier".

Heh. Temporary cognitive disconnect in an otherwise intelligent person. I still picture them standing in front of the fax machine with the cover sheet, parts of the disc and a determined look.

--
Evan

I had this problem

[Anonymous Coward]

I lost a $20 bill. So I went to the bank from whose ATM I got it and demanded that they give me a replacement for free. After all, why should it cost me anything to replace it? Its just a piece of paper. And why should I be out the $20 just because I was careless? It took me two hours of talking to tellers and managers, but finally they gave me the $20. Tomorrow I'm going to go to four more banks.

Re:IMPORTANT! ATTENTION "Frustrated"

[zwendell]

thank you! that was much needed.

Re:Read the EULA

[wamatt]

No kindding man, thats great loygal advice!! Thanks