Subscription Renewal - Problem with Customer Support

[roy_d]

Hello,

I have been a Labview user for 16+years with annual service contracts. Last year, I had to move from perpetual to the new subscription service. My subscription renews this week with auto-renew enabled.

I want to change the credit card to which this renewal fee will be charged.

This simple task seems impossible. Why?

1. I logged into my account for self-service like countless other websites. No option to view/change billing

2. Called customer service. The rep who answered could not help. Took down details and said someone will call back. No such call back yet

3. Emailed services at ni.com. Immediately got automated reply with a case number writing someone will contact me. Nothing yet.

4. Called back today at customer service number. Went through phone menu and entered case number. No response - just hold music for over half hour (and continuing)

5. Emailed the NI sales rep who last year transitioned me to this new subscription model. No reply.

Can anyone please help? Again, all I want to do is change the credit card to which the subscription renewal fee will be charged.

Thanks in advance

DR

[OneOfTheDans]

Did this ever get resolved? My license is expiring soon too. I and my company's purchasing department have been unable to figure out how to renew the license, whether it auto-renews, and how NI plans to bill us (PO, or credit card? Which card? What billing address?). Like you, we have not received any responses from NI customer support.

Thanks,

Dan

[rolfk]

It does not auto renew. NI keeps no credit card data on file to do that. Generally a good idea, what doesn’t get stored can’t be stolen through a data breach.

What their system is supposed to do if you selected auto-renewal is to send out a quote automatically for renewal. You still have to make a purchase order for it. But they had trouble with that auto renewal quote process not working correctly and it seems hard to reach anyone at NI in the last 3 to 4 years if you have no inside contacts.

[EricR]

@roy_d, @OneOfTheDans one of our renewal specialists will be in touch today using the email addres you have on file for your NI Forums profile.  If that isn't the best address to use, please contact me using my business email address "eric.reffett@ni.com".

My apologies for the poor user experience you have had.

[OneOfTheDans]

Thanks Eric, someone from NI reached out to our purchasing department and clarified the renewal process.

1. At the end of end of a subscription, the license will automatically renew so we don't lose access.
2. When that happens, NI will send an invoice to the old billing address.
3. Once we receive the invoice, we can pay by check, PO, credit card, etc.

Here are some of the specific pain points we had, if you're looking to make any changes:

• The email notification about the license expiring suggests we need to take action. The email should clearly state the license will auto-renew & stay active, after which the invoice will get sent out.
• Likewise, the NI License Manager tray icon says to renew the license before it expires, which is incorrect.
• MyNI > My Products has the option to Renew the expiring license; the link just takes us to the marketing page announcing Test Workflow. This seems like a bug, but the option shouldn't even exist since we can't renew earlier.
• We need some way to see and change the billing/invoice address online, it's cumbersome to require a roundtrip through customer support just to get this information.

Thanks for getting the ball rolling on this!