How to enable support I bought to Canonical?

Asked by Bib

Hi
I bought Canonical Standard Desktop support since several week, but I can't find how to run it. I have no customer number, only my order 38425. I asked 4 times http://www.ubuntu.com/business/services/contact since september 16th 2011, but I only receive an automatic answer from Esther Klein stating "I or another of our sales representatives will get back to you within two working days". Although I got zero feedback, but when I asked info for what support to buy, I received personnal answers from Alex Hartwig Pérez. I also asked a bill for my accounts, unsucessfully, same zero answer. I feel puzzled like a Microsoft customer.
Will somebody come with an answer other than posting to ubunutuforums.org, forum.ubuntu-fr.org or lauchpad.net?
https://answers.launchpad.net/ubuntu/+source/yelp/+question/174257
http://ubuntuforums.org/showthread.php?p=11331286#post11331286
http://forum.ubuntu-fr.org/viewtopic.php?id=680141

Maybe my question would be worth a FAQ: I see someone met similar nightmare far before the oniric release: https://answers.launchpad.net/ubuntu/+question/66594

Merci

Question information

Language:
English Edit question
Status:
Solved
For:
Ubuntu Edit question
Assignee:
No assignee Edit question
Solved by:
Bib
Solved:
Last query:
Last reply:
Revision history for this message
Chris (fabricator4) said :
#1

You would have been sent an email when you signed up for desktop support, and this would have further information and contact details. Did you receive it? Was it filtered out by your spam filter? Try some of the alternate contacts for Canonical:

------quote-------
If you want to speak to someone right away, don't forget you can call us or write to us at one of our offices. Our London-based head office is a good place to start.

Canonical Group Limited
27th Floor, Millbank Tower
21-24 Millbank
London SW1P 4QP
United Kingdom

Main switchboard number: +44 20 7630 2400
Main fax number: +44 20 7630 2401

http://www.canonical.com/about-canonical/contact/our-offices
-------------------------

It seems very likely that a spam filter or other problem is preventing you from receiving some of the most important emails.

Keep trying, and give all of your contact information. I'm sure someone will be in touch.

As far as the invoice is concerned, I suspect that this would have been provided by world-pay when you paid for the support initially on line. Did you keep a copy? Is there a login for the billing agency where you can get a copy of invoices?

Chris

Chris

Revision history for this message
Bib (bybeu) said :
#2

I just see I received an email today at 18:02 from <email address hidden>.
 must read it carefully (I'm not so easy with english). The mail was not filtered by any antispam filter. So if a previous mail was sent, I would have had receive it.

"Dear F.,

Thank you for purchasing an Ubuntu Advantage subscription from Canonical. Your account has now been activated and our support team will be ready to help you.

We have activated the following subscriptions for you:

1 Ubuntu Advantage Standard Desktop - 12 months

Please read the attached Service Description carefully as this defines the scope and coverage of your support service.

Support set-up:
If you already have a landscape account all you will need to do is log onto https://landscape.canonical.com/ using the email address above with the associated password that you would have created.

If you purchased from our online store and you are new to landscape just click here https://landscape.canonical.com/ enter the email address and password you would have used to create your account at the store.

If you have received an invitation email , click on the link - this will start a registration process which will require you to register on Ubuntu Single Sign On. If you haven't done this before, you will need to click "I haven't migrated to Ubuntu Single Sign On yet". The whole procedure is guided, so just follow the instructions you get on screen. When registering, please use this e-mail address for your login: <email address hidden>.

You can now get support in two ways:

i. Log cases via the online web portal at https://landscape.canonical.com . This is the easiest way to submit new cases to Canonical Global Support Services.

When using the web portal, please enable cookies in your browser. In addition to submitting new cases to support, the portal also enables you to view the status of these cases. At any time, you will be able to see them and add new information. You will automatically be notified (via email) of the responses.

So that I can make sure my records are up to date, please could you email me at <email address hidden> to let me know the name of any administrators added to your account.

ii. Call the Support Team directly on one of the following telephone numbers, who will be happy to help you:

1 514 940-8895 (International)

Toll free numbers:
1 866 982 8688 (US and CA)
0 808 101 4390 (UK)
0 800 905 410 (France)
0 800 181 3298 (Germany)
0018005143340 (Mexico)
900947698 (Spain)

Training credits:
All Ubuntu Advantage Customer spending over $1,360 are entitled to training credits, get in touch to find out how many credits you are entitled to.

For some more information on the training we can offer please see here http://www.ubuntu.com/support/training/course-descriptions.

============

We are confident that you will have a positive experience when dealing with our support team. We are, however, always looking to improve our services and welcome any feedback that you might have. If you have comments on Canonical's support services please feel free to contact me or any other member of the team.

Thank you for choosing Ubuntu and support services with Canonical. We look forward to working together!

Kind regards,

Corporate Services
Try Ubuntu 10.10 Server in Amazon EC2, entirely on our dime! - https://10.cloud.ubuntu.com/"

Problem solved (I hope)

Revision history for this message
Chris (fabricator4) said :
#3

It looks like you need to set up a Landscape account, which will give you access to the portal where you can report any issues that you are having.

Definitely give them feedback on how long it took to send you this email. You should have received it straight away, or within 48 hours at the absolute most.

Chris