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This morning I got an e-mail from a customer asking if he can buy certain licenses for a new piece of hardware he recently purchased. I write back, quote a price (some hundreds of Euros) and ask if I can please have the serial number of his [product] so I can already link the license to it and all he will need to do is just type the keycode in and have it all running.
He replies with a fairly long list of features that he would like to have on his [product]. Nothing out of the ordinary, all stuff one can need. And the serial number.
Checking the serial number, I notice that he has the newest version of the software already installed, and ALL BUT ONE of those feature are bundled in it at no extra cost (and for the extra one the price was under 25 Euros by the way).
I write him back explaining him that he already has all the features, he only needs to select them, explain him how to do so and giving him the keycode for the only not-bundled feature.
He calls back (a colleague picks up) pretty much RAGING that I didn't want to sell him some features he NEEDS and that he wants to report me to management. My colleague, who in the meanwhile had found his original request and seen what had happened, very gladly transferred him to our supervisor. Who proceeded to explain that... yes, that all those features are ALREADY on his new machine. At the customer's insistence, he said that he could indeed sell him all those licenses for the price of some hundreds of Euros, but that he wouldn't be able to use them as *the new version of the machine already has them incorporated*. When the genius asked again how can he buy them and have them activated, my supervisor suggested that he buys an older version of the product for over 1,000 Euro plus all the licenses, for a total price just short of 1,500 Euro. Or keep his new product (that had costed about 1,000 Euros, as he got a discount for having traded in his old one), use his FREE licenses and shut up.
I guess he might have selected the "shut up" option - but I wouldn't be 100% sure.
He replies with a fairly long list of features that he would like to have on his [product]. Nothing out of the ordinary, all stuff one can need. And the serial number.
Checking the serial number, I notice that he has the newest version of the software already installed, and ALL BUT ONE of those feature are bundled in it at no extra cost (and for the extra one the price was under 25 Euros by the way).
I write him back explaining him that he already has all the features, he only needs to select them, explain him how to do so and giving him the keycode for the only not-bundled feature.
He calls back (a colleague picks up) pretty much RAGING that I didn't want to sell him some features he NEEDS and that he wants to report me to management. My colleague, who in the meanwhile had found his original request and seen what had happened, very gladly transferred him to our supervisor. Who proceeded to explain that... yes, that all those features are ALREADY on his new machine. At the customer's insistence, he said that he could indeed sell him all those licenses for the price of some hundreds of Euros, but that he wouldn't be able to use them as *the new version of the machine already has them incorporated*. When the genius asked again how can he buy them and have them activated, my supervisor suggested that he buys an older version of the product for over 1,000 Euro plus all the licenses, for a total price just short of 1,500 Euro. Or keep his new product (that had costed about 1,000 Euros, as he got a discount for having traded in his old one), use his FREE licenses and shut up.
I guess he might have selected the "shut up" option - but I wouldn't be 100% sure.
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