To the Symantec and Veritas Partner Program Teams
A long, long time ago, we must have tried to update our contact details on the Symantec Partner web site, specifically our physical address. We must have thought that it was important that you have those details rather than the postal details that were previously supplied.
On November 16th 2015, some months after the Veritas split, we received a rejection email from The Symantec Partner Program Team which said:
Dear Mr. Stafford,
At the time, we responded to Symantec Channel Programs APJ questioning why this was being actioned now, why it had taken so long to be actioned and why the "Reason for Rejection" was blank. Just in case, we also forwarded the same questions to Veritas Channel Programs APJ.
The response we got from Veritas was "Looks like the changes you had made were in Symantec portal & so the below automated email has been initiated via Symantec portal" which was fair enough ... until we got an identical rejection notice from them on December 7th, 2015 - and we hadn't even submitted the change to them.
Eventually, Rahul Devan responded and said that because the address provided didn't match the address on our web site, the request was rejected. This is despite the fact that there is an obvious linguistic difference between "Location" and "Postal Address". As I pointed out to Rahul, there are several problems with the way Symantec, and now Veritas, have chosen to process changes such as these.
None of my questions were answered and there was no comment about the rejection notification which was sent with a blank "reason".
Obviously Veritas is just a little slow on the uptake since they processed a Symantec-era change request months after their supposed split from Symantec - and still managed to send a rejection notice with a space for a reason, but providing none. It looks as if Veritas ended up with the Symantec database including all the outstanding change requests, processing tools, email templates and process errors. Interesting.
Anyway, the take-home message for both organisations is this: