On Sun, 2003-08-17 at 12:29, Michael Schwendt wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Sun, 17 Aug 2003 10:06:13 -0400, Chris Kloiber wrote: > > > I am an Enterprise Level Technical Support Engineer here at Red Hat, and > > I can say that the thing that *really* upsets people who call in for > > support is being told that the "Red Hat CD's" you got from the back of > > the "Red Hat Linux Bible" were not purchased from Red Hat, and there is > > no telephone or web-based support provided by Red Hat for that > > publishers product. Most of these people even tell you that our phone > > number is printed *in* the book! I looked and it is, however they never > > read down to the part that says that they can *buy* support from Red > > Hat. It is still possible to buy a single incident of installation level > > support from the website for Red Hat Linux 7.1 through 9, but it's just > > not widely advertised. So most of those conversations tend to end > > abruptly with a click after I tell them about the option to buy support > > from the website. > > And as a result of that you [Red Hat] get harsh criticism in message > boards where those users report about their "bad experience" with > Red Hat Support and sometimes even accuse Red Hat of fraud, because > they don't understand what has happened and whom to believe. I know. That was my point. I think (without actually being in the know) that this is one reason things are the way they are now. I personally think it stinks, but there it is. -- Chris Kloiber Red Hat, Inc.
