TradeUp availability

After watching FortinetGuru's video, I have been trying for about 8 months to get Fortinet to honor a TradeUp for my old Fortigate. My support portal confirmed my old Fortigate model was eligible for TradeUp, and in March I selected it for TradeUp, but nothing came of it.

So, I called Fortinet, and they referred me to 2 sales people for my region (Christine Lanoue: clanoue@fortinet.com and Ricardo Power: rpower@fortinet.com). Neither of them responded to my email.

In April, I received an email from Paula Ibanez (pibanez@fortinet.com), who wrote "I received a request indicating that you are interested in a Trade Up of your 60D Fortigate, I would like to confirm which partner you are currently working with to send you the prices of the options". After I gave her the details, she was "reviewing internally how we could work on this request," and then simply disappeared and never responded to me anymore.

Then I submitted a support ticket, and they passed me on to Sales. Then, I contacted each of the sales people I was referred to. (Cecilia Garcia: garciac@fortinet.com; Enzo Fullone: efullone@fortinet.com; and, again, Ricardo Power, and trosado@fortinet.com). None of them answered my email.

Fortinet really makes you feel like you matter to them as a client. On top of that, they seem to find it a problem that I live in Puerto Rico, which is part of the US and payments are done in US$. But Fortinet gives the island the silent treatment to deny citizens here what they offer to other US citizens.

What is so complicated of passing the discount to one of Fortinet's several local partners here?