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

Re:Serial Numbers

[TripMaster Monkey]

Here's how I've been told he SPA works (assuming they even bother to do an audit of you in the first place).

(We're also assuming that you have in fact purchased the software in question, and are using either duplicate serials or pirated serials for the sake of convenience.)

1. They audit your machines...they find either pirated or duplicate keys.
   
2. They ask: "What's up with these keys? Did you in fact purchase our software?
   
3. You answer: "Of course we did."
   
4. They challenge: "OK...then let's see your proof of purchase/COAs/etc."
   
5. You show them the required proof.
   
6. They go home.
   
   Software companies don't care if their products are licensed properly...that's just a means to an end. What they are really concerned about is whether or not they have your money.