On Sunday 27 April 2008 15:42, Anders Johansson wrote:
On Monday 28 April 2008 00:01:42 Kevin Dupuy wrote:
"Beginning May 1st, 2008, your Novell service requests will need to be registered online at http://support.novell.com rather than calling your local support center. ...
So now they've even taken away the phone support, one of the most important remaining incentives to buy the boxed editions.
Phone support hasn't been taken away, it's just moving to a callback model (used for ages in Europe)
The difference is that with a normal phone support system as used up to now in the US, you get the next guy in line, whether he knows something about your problem area or not. ...
With linux support that's especially important, because there are - what - around 3000 packages included, and no one can know it all. ...
So you will still be talking to someone, it just won't be "the next guy available"
This sounds eminently sensible to me. In addition to the advantages you mention, it seems like it would allow a significantly reduced telephone support staff (queuing theory and all). Aside from not getting _someone_ the minute you call (or one of the ten to twenty minutes following the minute you call), there seems to be no down-side to this new procedure.
Anders
Randall Schulz -- To unsubscribe, e-mail: opensuse+unsubscribe@opensuse.org For additional commands, e-mail: opensuse+help@opensuse.org