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@xxxxxxxxxxxxxxx>, 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
