I don't have quite as large a shop as some people, but I have expereinced extremely slow support from RH Support. First of all, it is hard to get ahold of a live person. Then they take a long time to respond to problems. I like the product, but their support could use some revamping. On Thu, 31 Mar 2005 09:28:58 -0600 Ed Wilts <ewilts@xxxxxxxxxx> writes: > On Thu, Mar 31, 2005 at 08:30:55AM -0500, Julie Felton wrote: > > I can't speak much about RH tech support as I haven't used them > often > > enough to form a personal opinion, but I hope (keeping my fingers > > crossed) that they're responsive when I need them for something > > critical. I will say that I've heard numerous horror stories > about > > their support from several people over the years. > > Red Hat has (I think) over 500,000 subscriptions. You've probably > heard > ocmplaints from 10 or 20 customers. It's simple human nature to > complain loud and clear when things don't go your way but to not > say > anything when you're happy. > > There are multiple pieces to support and web/phone support is just > one > of those pieces. The few times I've needed them, Red Hat tech > support > has done a good job. > > On the other hand, I use RHN and pull down RHEL patches frequently > and > Red Hat has *NEVER* let me down (Fedora, yes, but not RHEL). This > is a > piece that most people forget about when they consider their > support > subscription - the updates are typically more important than the > phone > or web support. > > >If you're going to pay $10k/year or more for support, they *better* > be good. > > I've gotten better support out of Red Hat for well under $10K per > year > than I have for some software that costs us over $100K. > > > Regarding software quality (or even support quality)... > > > > Personally, I understand that nothing is perfect; and just because > an > > app works flawlessly on one system, that doesn't mean it's good > for all > > environments. HOWEVER, customers should have some options. As > it > > stands, we spend sometimes hundreds of thousands for software, and > if it > > doesn't work in our environment or if it doesn't do what the sales > rep > > and "demo" claims, we're left with a plastic disk and an unused > license. > > Been there, done that. Don't like it either. > > > Businesses seem to have no course of action for bad service, bad > > software, or snake oil. > > How many people have successfully sued Microsoft for allowing a > security > vulnerability that caused them to be infected by a virus? I'd bet > the > number is 0 whereas millions of people have been affected. > > > I suppose I have a real problem paying out cash to be someone's > bug > > catcher - and then more for the patches - and then more to > resolve > > problems that the patches create. It's not just RH either; I've > had > > LOTS of issues with MS too (big surprise). > > And HP and EMC and Oracle and a lot of other big players. We've > been > burned by them all. > > Red Hat has been one of the better companies to work with out there, > at > least for me and I deal with the "big boys" (see above) on a daily > basis. > > -- > Ed Wilts, RHCE > Mounds View, MN, USA > mailto:ewilts@xxxxxxxxxx > Member #1, Red Hat Community Ambassador Program > > -- > redhat-list mailing list > unsubscribe > mailto:redhat-list-request@xxxxxxxxxx?subject=unsubscribe > https://www.redhat.com/mailman/listinfo/redhat-list > > -- redhat-list mailing list unsubscribe mailto:redhat-list-request@xxxxxxxxxx?subject=unsubscribe https://www.redhat.com/mailman/listinfo/redhat-list
