I generally like things being made available online. Sure, I have issues with putting data online, because when my connection goes out – and it will go out – I like to be able to get to it. But providing the option to get at things online is a nice feature. Making it so that they have to be retrieved online just blows. It really blows.
One of the hats that I wear in my life as a computer consultant has to do with networks – and when I’m wearing that hat, it means that I have to deal with Microsoft products. This really doesn’t mean that I am a Microsoft hater, because a lot of what they do is decent. But some days they do nothing other than make my life miserable. Take eOpen, for example.
Introduced a couple of years ago to allow you to store your licenses online, the navigation is bad. Really bad. Whoever is in charge of making an application for storing information and getting at it in an intuitive manner ought to be shot, because when you need to look up that licensing information, it’s virtually impossible to get. Luckily, for a couple of years, you only needed it briefly. But that all changed not long ago, when Microsoft actually decided to distribute software in this manner.
Now I get that they want to be all efficient, and that it will lead to software rental. I really do. I’m not even against the concept. If it’s done right. At this point, it’s not.
One of my customers, for instance, purchased a new server, and they also purchased SQL Server to go with it. After determining that we needed to download the software from eOpen, we clicked in the logical place – Software Downloads. Unfortunately, this just returned a message saying that we needed to accept the agreements, with a link back to the eOpen home page. That’s it. Nothing more. After twiddling about for the better part of an hour, we finally figured out that we needed to list the agreement, and way down at the bottom of the agreement in question is a box where you can type your name in lieu of a signature. Once you do, you have accepted the agreement, and you can get at your software.
Unfortunately, that’s not it. In this case, you then get the privilege of downloading nearly 3GB of data. Even over a decent connection, it’s still going to take more than 4 hours, according to the helpful download manager plugin. Oh, and did I mention that because of the Internet Explorer Enhanced Security Configuration, we couldn’t actually make that download happen (until we removed all those “protective” settings)? So we have a server, all buckled down, but we can’t actually download the software onto it. Nice thinking, Redmond.
I have no idea if this four-hour download will work, but I have to imagine that the cost of a DVD can’t be worth the customer dis-satisfaction that this is driving.
Comments
52 responses to “Microsoft eOpen Sucks”
It’s the same feeling you get when you buy a scratch off loto ticket. ” I’m going to win!!!, I’m Going to Win!!! I’M GOING TO WIN!!! AHHHHH I didn’t win!!!”
Our non-profit organisation recently purchased some discounted licenses through TechSoup, and we were informed we would have to use eOpen to receive our licenses… and the URL we were given to access eOpen contains an invalid SSL certificate, and will therefore not load in any somewhat secure web browser (including Firefox and Opera, we do not use Internet Explorer).
It’s after 5:PM, I will try phoning their tech support line tomorrow, this is just pathetic that a multi-billion dollar corporation can’t figure out how to purchase and install properly signed SSL certificates for a *major* web site of theirs.
I agree it’s slow and crap. The problem is the Activating MSDN link option doesn’t always show up. I spent a lot of time poking around and finally called them a while back and eventually they got the link back. I jumped on today to transfer a license to a new employee and the link is not there so I’m stuck with calling in to get help.
This is the most unintuitve web site MS has ever put out.
I’m sure Mark has never used it or has just been lucky.
Well, it’s now May 2009 and nothing appears to have changed with eOpen, I dread having to log into this. You appear to get redircted all over the place which leads to constant [Back] button useage. My Boss has purchase MS Project (10 CALS) and wants me to download and install it now we have notification from the reseller that everything is ‘complete’. I though I’d follow Grants post..
1. Sign into the eOpen website at https://eopen.microsoft.com using your Windows Live.
Yes
2. Once you have entered your profile information, click on “Add Agreement” which is located on the left side of the page.
Yes
3. Enter your Authorization number and License number and click “Add to View” Repeat this step to add additional Authorization and License numbers.
Yes
4. Once an agreement has been added, it will be displayed on the “Agreement Summary” page.
Which, to aid confusion does ‘look’ like a link, just a header, but yes, it works.
5. Click on the License number to access the “License Detail” page.
Did this, and scrolled to the bottom and type ‘I Accept’ and clicked Submit.
6. On the “License Detail” page, click on “Activating your MSDN Subscription”. Please note this is a pop up so make sure your pop up blocker is off.
Nope, I have Information on activating Microsoft Business Solutions products and Activating TechNet Subscriptions. Neither open in a pop-up.
MS BS Products goes to a page cannot be found with alternative suggestions for the search.
The TechNet Subscription will not allow my Agreement/License numbers – maybe I don’t need this anyway?
7. On the “MSDN User List”, click on “Add Users”.
N/A
8. Select the MSDN subscription level that you have purchased and would like to assign and click “Next”.
N/A
9. Select the MSDN benefit(s) that you would like to assign to this user and click “Next”.
N/A
10. Enter the User information and Media Shipment details if applicable and click “Next”.
N/A
11. Verify all information is entered correctly and click “Finish”.
N/A
So, I am left without any downloads or License Keys. Product downloads has everything else but Project as does License Keys.
Maybe I am missing something obvious here?
NB: Has ‘Mark’ ever used eOpen….?
Well, here is a new one. Instead of “Service Temporarily Unavaliable”, I get:
We apologize but the site has encountered an error. Please try your action again. If this problem persists please contact support.
Asia [email protected]
Europe [email protected]
Middle East/Africa [email protected]
North America [email protected]
South America [email protected]
South Pacific [email protected]
For customer support to better assist you, please take a screenshot of this page or note the information below.
PST 3/1/2009 7:36:22 PM 1001
Well, incredibly, it has gotten worse.
The Download Software button on the eOpen site brings me to a page that says “The search of your agreements did not return any Products. If you feel this is incorrect please contact your partner or reseller for additional information”. I called my reseller (CDW) and they say everything looks correct from their end, recommended I call MS.
Well, After a total of an hour on hold and being transferred 4 times (no lie!) and spelling my name and email address and explaining the problem to each person, I finally got to a person who knew the answer. Guess what?
The software download site is not working right now. He had the nerve to tell me this is a “known issue”. Clearly it is not known to the first 3 MS reps I spoke to today!
Now, could they tell you that, on the website that told me to contact my reseller? Apparently not.
The billable hours spent on trying to get this software has now cost more than purchasing the software did. This is leading me rather strongly towards open source.
In Chad’s original post he says,
“Unfortunately, this just returned a message saying that we needed to accept the agreements, with a link back to the eOpen home page. That’s it. Nothing more. “
I was having the same problem. After calling the only support number I could find on the eopen site and getting transferred twice (spoke to three people) I finally got the same Grant who had sent the email to Dell rep in one of the comments above.
Grant was very helpful. The number for assistance navigatign the eOpen site, again, is 866-230-0560. Call it every time you have a problem. It’s the only way they will notice that there is a problem.
After resolving the issue I was having, Grant offered to formally escalate the navigation issue. He says I will be contacted directly by someone to resolve this issue. We’ll see.
The resolution was to go to the eopen home page, click “go” on the search button with a blank search field and the list of license acceptances will be shown. How obscure is that? I further pressed to how I was supposed to have figurd that out without his help. He showed me how to get to the eopen users guide, a word document. We searched on the word “accept” and could not located these instructions.
Blimey, IE makes up for it by posting to this site in tripicate. (Submitted this using Firefox just to be on the safe side).
Wish to concur with VooDooJitsu that site does not work with IE but no problems using Firefox.
Try this one on for size; for me, IE7 veeeery rarely opens eOpen, but FireFox opens it without fail, every time.
Does that seem odd to anyone else but me?