Belkin Support: Lacking

As I have pointed out previously, corporations often choose to address known issues by further wasting customers' time rather than actually helping them.

For example, take a device with a known issue and no known solution. In my situation, that would be a bluetooth adapter (model F8T003 version 2 ) which lacks certain security capabilities, and, which when installed, returns:

"Your bluetooth license does not include use with this bluetooth device.[6]"

If you google that phrase, you will find A LOT of people have a similar issue, even with the specific model of adapter I have.

Windows XP service pack 2 came with 'security upgrades' which prevent certain things. I could be wrong, but I'm pretty sure they block this device from working properly- it works fine on my other service pack 1 computer.

So, to say this wasn't a known issue would be a stretch.

I contact Belkin directly addressing the issue, and they send me instructions.

The instructions don't work- I get the same error.

Back. And forth.

Zzz.

So, here's my transcript of 'support' from Belkin, which concludes with them telling me to call their 1-800 number, and me telling them they suck. That, I'd imagine, is where the discussion will end.

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Customer Call Details Feb 23 2007 05:25
from Will
Downloaded most recent drivers. Software which is linked to the F8T003
on your website returns "Your bluetooth license does not include use
with this bluetooth device.[6]". I think this is because windows XP
SP2 has a security requirement for an embedded 'security code'- please
send me instructions for overriding that.
Belkin Response Feb 27 2007 00:12
Will,

Using Widcomm Bluetooth Software under Windows XP SP2

Windows XP Service Pack 2 includes its own Bluetooth stack software.
This does not actually conflict with Widcomm and both stacks can
co-exist on the same system. However, the Microsoft driver is
digitally signed while the Widcomm driver is not. Therefore, Windows
will pick the SP2 driver over the Widcomm driver, thus disabling
Widcomm.

/////////////
from Bryan:

The following are instructions for switching over to Widcomm:

1. If you have not already, install the Widcomm software.
2. Bring up the device manager (go to control panel, double-click
"System", click the "Hardware" tab and click "Device Manager").
3. Find an entry named "Bluetooth Radios" or "Bluetooth Devices" and
click the "+" next to it to show the sub-entries.
4. There should be a sub-entry named " Bluetooth Adapter"; Right-click
this and select "Update Driver" to bring up the Hardware Update
Wizard.
5. If you are asked if Windows can connect to Windows Update, select
"No, not this time" and click "Next".
6. Select "Install from a list or specific location" and click "Next".
7. Select "Don't search, I will choose the driver to install" and click "Next".
8. You should now see a list of two drivers, " Bluetooth Adapter"
(highlighted) and " Bluetooth Device". Select the "Device" (you will
see a warning that the driver is not signed) and click "Next".
9. You will now see a message that the Wizard has finished installing
the software; click "Finish" and then close the device manager, system
properties and control panel windows.

That specific Bluetooth dongle is now associated with Widcomm instead
of the Microsoft stack on this system. If you switch to a different
dongle (even of the same brand and model), the new dongle will
associate with Microsoft and you will need to repeat these steps to
re-associate the dongle. If for some reason, you wanted to use both
stacks simultaneously, you could attach two dongles and associate one
with each stack.

Bryan

////////////////

Customer Call Details Feb 27 2007 00:19
from Will
Ok, great. That`s useful info.

However, is the Widcomm file the `driver` file associated with my
bluetooth adapter on your website, or is it something I have to
download from somewhere else? You didn`t mention that part.

Thanks.

////////////////

Belkin Response Feb 27 2007 00:26
from Bryan

Will,

It is associated with the file.

Bryan

////////////

Customer Call Details Mar 2 2007 04:44
from Will

I did what you said, and I am still getting the same message I
mentioned before, that "Your bluetooth software license does not
include use with this bluetooth device." The widcomm files I installed
ARE the ones on the page for my device, and what I suspect is that
this device cannot be used under Windows XP SP2. How can I fix this,
or can you send me the "license.dat" file it is asking for?

//////////////

from bryan:

Will,

Please contact our technical support department directly so that we
may further troubleshoot the issue. Ultimately if it is defective we
can replace it under warranty.
Phone: (800) 223-5546 ext. 2263
Phone: (310) 898-1100 ext. 2263
Fax: (310) 604-2089
Business Hours:
Mon-Fri 6am-5:00pm
Pacific Standard Time

Bryan

//////////

from Will:

Bryan, I paid somewhere around $40 for this item, it works FINE on my
old XP SP1 machine, and I doubt it is still under warranty.

I can replace it for less then $40 now. My time is worth more to me
than the hassle and wait of dealing with someone on the phone.

I know this is a known issue with your hardware as, if you google
"Your bluetooth license does not include use
with this bluetooth device.[6]", you will find MANY entries for not
just bluetooth but Belkin and even this specific device.

If you DON'T know about this issue, then you should learn. Whether you
give me a useful answer or not, I'll be posting this entire discussion
in my blog soon for everyone else to see (as I had already tried all
of the help you've sent me so far and knew that was not the answer),
so you can begin to actually help me or you can become bad PR.

I want Belkin to spend their time on this, not me. It's a known issue.
Address it, escalate it to someone who can, or admit that your
hardware will not work under SP2. The time for run-around is over.

-Will

///////////
from Bryan

Will,

Thanks for contacting Belkin. Please contact our technical support
department directly so that we may further troubleshoot the issue.
Ultimately if it is defective we can replace it under warranty.
Phone: (800) 223-5546 ext. 2263
Phone: (310) 898-1100 ext. 2263
Fax: (310) 604-2089
Business Hours:
Mon-Fri 6am-5:00pm
Pacific Standard Time

Bryan

///////////

from Will:

NO. I will not call and waste my time with your phone support. I will
buy a replacement model by a different maker and avoid Belkin in the
future.

Phone support is going to waste my time just like you have- if you
can't send me an answer for 'will this device work in windows XP
service pack 2?', they won't be able to answer that, either. You
completely failed to address that question, which translates to: I am
ignoring your inquiry, and instead sending you this useless fix.

You failed to address any of my questions excpet for when I asked if
the file I needed was the one on the download page. I'm not going to
humor you with any more of my time- except to add this little bit to
my weblog. Thanks for next-to-nothing.

///update: a reply from the support system Belkin uses://///

iOpus Software Gmbh to me
show details 2:09 pm (9 hours ago)

will,
This message is regarding your Ticket ID ########. We are changing the status of this ticket to 'Closed' as we have not received a response from you in 96 hours.

Subject: [Support] will
Department: iMacros Tech Support
Priority: Medium
Status: Closed

If you have any further questions then do let us know.