[6014] in RedHat Linux List
Re: Thats it...
daemon@ATHENA.MIT.EDU (Fred Fish)
Mon Nov 25 13:12:12 1996
From: fnf@ninemoons.com (Fred Fish)
To: redhat-list@redhat.com
Date: Mon, 25 Nov 1996 10:31:14 -0700 (MST)
Cc: sales@redhat.com, support@redhat.com
In-Reply-To: <3299B4C7.3F54BC7E@lancaster.ac.uk> from "Dr.W.Tych" at Nov 25, 96 03:01:28 pm
Resent-From: redhat-list@redhat.com
Reply-To: redhat-list@redhat.com
> I must say that the bitterness expressed in this posting
> has some real source.
Having just installed RedHat and just filed my first support question,
I don't yet have any historical perspective on this issue, but I'd
like to comment on the rest. :-)
> In as much as I admire the excellent release of Linux that Red Hat 4
> undoubtedly is
It's the nicest linix I've ever installed, and I've done a few.
> I am thoroughly disappointed with the support, apparently included
> in the price I paid
Even though I could have downloaded the entire source over our T-1
connection and saved the cost of the CD, I decided I wanted to install
from the CD instead. When I ordered the CD, I personally didn't
expect tech support to be something I was entitled to just by
purchasing the CD for the convenience of avoiding the massive
downloads and not having to keep a copy around on disk or tape for
future reference. I also considered the cost of the CD as support for
the work they've already put into creating this distribution.
> and angry about the arrogance of isolating the supposed support
> staff behind automatic e-mail handlers
I think it is good that they have a mechanism that automatically
accepts and tracks support requests, and sends you an immediate
acknowledgement that your support request has been filed. This is
much more professional than random personal email exchanges between
users and support people.
-Fred
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