[6195] in RedHat Linux List
re: Support; MHO
daemon@ATHENA.MIT.EDU (tfreeman)
Tue Nov 26 11:13:03 1996
Date: Tue, 26 Nov 1996 10:29:47 -0500 (EST)
From: tfreeman <tfreeman@vnet.net>
To: redhat-list@redhat.com
Resent-From: redhat-list@redhat.com
Reply-To: redhat-list@redhat.com
I've been suffering with the threads concerning Red Hat's support, and
apparent difficulty therewith. While for the most part I wish that the
whole noisy discussion would go away, making it easier for me to find
replys to my own silly questions 8-), support is a valid concern.
Personal opinion: Red Hat's support has been for many customers less than
stellar. Last I heard, they were looking for two more bodies capable of
working in a support position. Once such people are found, there is still
the training time involved to bring them up to speed. The situation is
going to change slowly, at best. Flames and counter-flames aren't going to
help the situation at Red Hat.
Now, Red Hat's difficulties are _not_ the concern of it's customers.
Support is promised in the purchase price of the product. Failure to get
a resolution to a support challenge inside a week is not acceptable as a
general rule. While tiresome to the rest of us - those customers who are
not getting resolution to there problems should be expected to drip venom,
flame, and vent anger rage and hate. Or atleast expect their money back
ASAP.
The situation if fundamentally in conflict. The two cures I am aware of
(assuming continuing to offer support) is for Red Hat to survive and grow
large enough to command enough market to hire spare support engineers, or
for Red Hat to fail miserably and leave the business. Other possiblities
may suggest themselves to individuals with more business sense than I
possess.
Now I want/need Red Hat to succeed as a business because I want to get
away from the one holy supplier of software and I want to get away from
the one holy archetecture of processors. To do so, I will participate in
this list to the best of my limited ability, and for the time being will
keep my support requests here. And I will hope that Red Hat can get the
support mess corrected.
That said, RH needs to bring promises of support back in line with
reality, and do so very very quickly. Anything less is highly
disrespectful of their customer base. And likely in conflict of basic
commercial law.
(I have to confess that I got through to a support tech by breaking RH's
rules. When I got the support - they were very gracious and aggressive in
getting a solution. My purchase did not contribute to the bottom line as a
result.)
FWIW, and YMMV.
--
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