[6013] in RedHat Linux List
Re: Thats it...
daemon@ATHENA.MIT.EDU (Daniel Senie)
Mon Nov 25 13:08:47 1996
Date: Mon, 25 Nov 1996 12:29:16 -0500 (EST)
From: Daniel Senie <dts@senie.com>
To: "Frederick D. Kass" <fredk@darius.pce.net>
cc: redhat-list@redhat.com
In-Reply-To: <Pine.SGI.3.95.961125112018.17626B-100000@darius.pce.net>
Resent-From: redhat-list@redhat.com
Reply-To: redhat-list@redhat.com
On Mon, 25 Nov 1996, Frederick D. Kass wrote:
>
>
> On Mon, 25 Nov 1996, Dr.W.Tych wrote:
>
> > I must say that the bitterness expressed in this posting
> > has some real source. In as much as I admire the excellent
> > release of Linux that Red Hat 4 undoubtedly is, I am
> > thoroughly disappointed with the support, apparently
> > included in the price I paid, and angry about the arrogance of
> > isolating the supposed support staff behind automatic
> > e-mail handlers, sending me confusing messages about
> > exactly which number I was supposed to quote.
>
> I can truely admire what it is Red Hat is trying to do here. Since I have
> had Support Contracts with Digital, SGI, CISCO. And I can tell you that
> the $50 you paid for red hat is nothing compared to the price tag on most
> support contracts (Lets just say multiple thousands of dollars per year,
> and that doesn't include the price tag of the operating system...)
> Maybe Red Hat, Inc should promise the buyer less, but I don't think you
> could get more operating system for your $$ anywhere else... Maybe a
> 1-900 number like microsoft is needed!
The underlying problem here is one of represenations and expectations. If
the purchaser expects support, and the package says they get it, then
there's a problem. If it says they don't get support and they think they
should get it, then the user needs to read more carefully.
My first Linux installation was with Yggdrasil. They said up front, NO
FREE SUPPORT. That clearly set expectations. They also provided a 900
number. I got into trouble one day and REALLY needed to get my system back
running. I called the 900 number, got a prompt, accurate answer of what to
do, and it worked. It cost me about $15 all told. Best $15 ever spent,
IMHO.
>
> > If you don't have it, don't sell it, is my gut reaction
> > to this. Relying on the friendly Linux community to answer
> > questions _you_ are paid to answer, is not quite the attitude
>
> Again, I think you are looking at this the wrong way. We, as part of the
> Linux community look to help make the product grow because it supports the
> "free information" ideas. Most linux devolpers don't program to make it
> rich (And I am sure they could get a better paying job else where)...
Reread the GNU statements. It's free software, NOT free support, that
Stallman was interested in. He doesn't like people selling software, but
has no problem with folks getting rich off of selling support. While I
don't necessarily share his views about all software being free, there's
no reason why folks can't charge for support!
When I first got RedHat, they had one support option. That option was for
Linux application developers, provided a new CDROM every quarter, and
access to some support. This cost around $300. I didn't sign up, because
this was NOT the type of support I wanted. I am not developing products to
run atop Linux, I use Linux as an Internet server. I don't WANT quarterly
CDROM updates, unless there are serious bugs.
I'd be quite willing to pay $300 or more for support if the contract were
oriented toward network server administrators, workstation administrators,
etc. I'd also be quite willing to use a 900 number for support on those
rare occasions when I really NEED the support! Perhaps in the end RedHat
could actually make MORE money for themselves, AND have a happier customer
base to boot.
Dan
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