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Just a quick note to let people on this list know. Stay with Fedora! Don't install RedHat!
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).
Tell your customers that buying RedHat is not worth the cost. The support is better on this forum and it's free!
Keep up the good work guys.
Scott
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...
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.
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.
On Mon, May 03, 2004 at 06:09:29PM -0400, Kevin F. Berrien wrote:
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.
Why do people use email and forget to follow up with the phone if there is a problem. Perhaps the email didn't get through or he used the wrong address.
I wonder, did he get an automated response from the email saying it was delivered?
jay
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...
We had to let our RHEL AS 2.1 support lapse yesterday afternoon. I hadn't realized when I recommended it to my boss that we'd have to pay ~$1300/year, so when renewal came up we didn't have the cash. My fault, not RH's, as I didn't do my homework when purchasing RHEL AS.
Anyway, with the subscription expiring yesterday, I wanted to get the latest patches and such so that we were safe at least through yesterday. The problem was that I'd moved the server and a few other things, and rhn wasn't working. I ended up calling Redhat support. It was the first time I'd ever called them, and my support was expiring that day, but still I got great support. Joy (the support tech's name) worked with me over the phone and over the web and got me fixed up quickly. She was patient as heck, as well. :)
She didn't try to sell me another year's subscription or anything. Just helped me get fixed and to download the last patches. I was pleasantly surprised. We'll be purchasing a few RHEL ES Basic subscriptions at $350/year, and hopefully will be able to negotiate a bulk subscription rate.
Anyway, just wanted to say that the OP's experience may be unusual, rather than the norm.
Ben
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Aaron Matteson -
Benjamin J. Weiss -
Jay Daniels -
Kevin F. Berrien -
Scott Burch -
Tommy Reynolds