Mailinglist Archive: opensuse (3261 mails)
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Re: [SLE] Support vs Support
- From: Jerry Kreps <jerrykreps@xxxxxxxxxxx>
- Date: Mon, 23 Apr 2001 20:14:11 -0500
- Message-id: <01042320141102.01268@jlkreps>
It begs the question: Is SuSE management relying on this
email list to supply support to SuSE purchasers?
There is nothing wrong with that approach, AS LONG AS they
say that the support is via this list on their packaging, which
they have not.
While I've never needed anything more than this list for support,
with the increasing number of ex-Windows newbies coming
into the flock, many more are needing a lot of hand-holding.
Also, we are in a time of massive flux. We are changing kernels
and KDE is upgrading at a very rapid pace. New hardware and
peripherals are also making driver upgrades more difficult.
There are lots of rough edges (or gaping holes) in all three.
Keeping my 'eyes on the prize' I know things are only getting
better. All I have to do is compare KDE with 1.0 or 2.218 with
2.0.36 to see the huge improvements.
Regardless, If SuSE can't honor their promise it suggests that
management is 'cheating' on their pledge of support. That also
could suggest that they have cut past the fat and into the meat
and bone of the company. Or, it could also suggest that they
have abandon the single (personal) users and have gone after
the high volume corporate accounts.
Either way, if SuSE keeps up this neglect it won't take long for
news of it to spread to the entire flock and then they will be
hard-pressed to restore user confidence in either their word
or their product.
$0.02
JLK
On Monday 23 April 2001 19:54, David C. Johanson wrote:
> I've experienced the same total lack of support. I purchased the
> full professional 7.1 package for the going retail price. When the
> software would not, and still does not, install on my machine the
> response from SuSE technical support is to basically totally ignore
> my requests for support, the support I paid for in advance and of
> which there were to be 60 days worth. So far I've received in
> response to my requests two replies asking for more info both of
> which were thoroughly answered. Last reply from me to their request
> was over 3 weeks ago. I'm now five weeks into the 60 day support
> period with NOTHING having been provided.
>
> I guess it is a case of buyer beware when purchasing SuSE Linux 7.1
>
> dave johanson
email list to supply support to SuSE purchasers?
There is nothing wrong with that approach, AS LONG AS they
say that the support is via this list on their packaging, which
they have not.
While I've never needed anything more than this list for support,
with the increasing number of ex-Windows newbies coming
into the flock, many more are needing a lot of hand-holding.
Also, we are in a time of massive flux. We are changing kernels
and KDE is upgrading at a very rapid pace. New hardware and
peripherals are also making driver upgrades more difficult.
There are lots of rough edges (or gaping holes) in all three.
Keeping my 'eyes on the prize' I know things are only getting
better. All I have to do is compare KDE with 1.0 or 2.218 with
2.0.36 to see the huge improvements.
Regardless, If SuSE can't honor their promise it suggests that
management is 'cheating' on their pledge of support. That also
could suggest that they have cut past the fat and into the meat
and bone of the company. Or, it could also suggest that they
have abandon the single (personal) users and have gone after
the high volume corporate accounts.
Either way, if SuSE keeps up this neglect it won't take long for
news of it to spread to the entire flock and then they will be
hard-pressed to restore user confidence in either their word
or their product.
$0.02
JLK
On Monday 23 April 2001 19:54, David C. Johanson wrote:
> I've experienced the same total lack of support. I purchased the
> full professional 7.1 package for the going retail price. When the
> software would not, and still does not, install on my machine the
> response from SuSE technical support is to basically totally ignore
> my requests for support, the support I paid for in advance and of
> which there were to be 60 days worth. So far I've received in
> response to my requests two replies asking for more info both of
> which were thoroughly answered. Last reply from me to their request
> was over 3 weeks ago. I'm now five weeks into the 60 day support
> period with NOTHING having been provided.
>
> I guess it is a case of buyer beware when purchasing SuSE Linux 7.1
>
> dave johanson
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