Aaron Matteson wrote:
Tommy Reynolds became daring and sent these 1.6K bytes,
Uttered Scott Burch scott@bulldoginfo.com, spake thus:
I had a customer that just needed to feel good by purchasing telephone support, so I installed RedHat. We had an issue with a driver, I called RedHat and almost a month later have not heard back from them (even though we purchased the 4 hour response contract).
Well, I certainly hope you haven't let this issue just fester for a month! Stay on top of tech support. File reports with Bugzilla. It's _your_ responsibility to see that you get your money's worth. You know, squeeky wheel and all that...
I agree. Can't just sit around and wait if you do not hear back. Stay on top of it, call them back if there is a time problem like that and let someone know about it so it can delt with, just like anywhere else. Who knows, things happen and it may not have been an intentional error. And basing "Support sucks" on one incident it hardly fair.
If I had such poor service you can guarantee I'd be calling until I got someone who listened. Not to mention seeking a refund on my 4hr support contract.