u/GnawingPossum

Is there any official channel through corporate to escalate an issue? Our account manager made a serious mistake and is ghosting both our distributor and our company. Opened a CS ticket on the support portal and they just referred us back to the account manager to correct his mistake.

(AM mixed up quote numbers and products when communicating with our distributor, resulting in an incorrect product being ordered, even though all parties were clear on the product to be ordered)

Has anyone ever dealt with this or has any advice?

Long story short, we renewed the Fortigate services a while back, but my fault for not checking earlier, when I noticed a few days before expiry that the expiry date hadn't been extended yet. I reached out to our distro, who looped in our Forti AM, who mentioned they had received our PO for (unrelated software product we didn't ask about, but they had quoted separately when we asked for the Fortigate renewal)... Had to repeatedly explain (both the the distro AM and myself) to the Forti AM that we did NOT buy the unrelated product, the only PO issued was for the Fortigate... Apparently, the Forti AM is now waiting for the distro to do a product return, and once that's completed, they can reprocess the order... meanwhile it's been 3 days and still no progress, and the FW is pretty much crippled obviously. Distro advised to also open a Forti C.S. ticket, but even with the email conversation, they couldn't do anything, and invited me instead to directly renew through their website (even though I've already been invoiced and paid for the incorrectly processed order...)

Going over the situation with our distro AM, distro fullfilment team, the distributor and Fortinet quote #'s line up, so the only thing we can think of is either the Forti AM mismatched the FTK-# (BOM) and Quote ID # when copy pasting the info into emails for both products?