Ralph De Witt wrote:
Exactly. You get what you pay for.Because Mandrake employee's do not due tech support, Mandrakes Expert problem solvers are all users. [Snip]How on earth can a support incident only cost $10? That doesn't even pay for an employee to read the incident report.
The few times I used Mandrake Expert when I bought boxed sets, I found the actual support to be next to worthless (my opinion)
Support needs to be a significant revenue stream for any Free Software business. Mandrake's support model is seriously flawed, and consequently they are struggling with their revenue streams.
They need to provide some means to escalate support issues from MandrakeExpert to Mandrakesoft employees, and charge significantly more for such support. In return, such escalated incidents need to guarantee decent response times.
Cheers,
Bruno Prior
