[EMAIL PROTECTED] wrote: > > Welcome home, support! > (http://forum.mandrakesoft.com/article.php3?sid=20000912082836) This is surely goodness... Before all the support requests start rolling in, I'd recommend that the support group get a flavor of what visitors to the LM website see... Everytime I go there, there are broken links, outdated archives, etc, etc. By seeing what we [don't] see, and getting it fixed; things can only get better for our favorite distro... Cheers, Pierre > Support for MacMillans packages of Linux-Mandrake has been > handled by Linuxcare for a long time, and although Linuxcare generally did a good >job, having three companies syncronized around one product sometimes lead to >problems. > > Typicaly, problems started when a customer for some reason could not find a support >adress, his message to support got eaten by darkness, or he/her did not get >satisfactory answer (or whatever...), and wanted to complain about it. Since there >were three companies involved, his/hers complaint would come up on some unexpected >place, and our reaction times in such cases often appeared very slow. > > This lead to some very unhappy faces, occasional bashing of Linuxcare on our mailing >lists, and even to doubts about Mandrakesofts future expressed in this forum. > Obviously, something had to be changed, and we did it: as of now, support for >MacMillans version of Linux-Mandrake > will be handled by Mandrakesoft - for better or for worse. > > Replacing Linuxcare support by our own will be hairy > in the beginning, but I hope it will lead to a better product (due to support people >beeing nearer to developers) > in the long run. > Immediate improvement consists of clear definition of > "who is to blame". Starting today, Mandrakesoft is > responsible for all technical problems in any distribution > listed on our home-page, so if you get pissed-off > by our technical support: Yes, we are to blame, and we will handle it. I do hope you >aren't going to be pissed off > too often .-) > > In the end, I wish to thank Linuxcare for handling > the support so far. Whatever you may think, they did the > job well, and though our ways are parting (for reasons I > outlined above), I can only recomend Linuxcare as very > professional company with great Linux expertise. We will have to work very hard to >replace them, but this is a step that had to be done - and we did it. > > -------------------------------------------------------------------------------- > Keep in touch with http://mandrakeforum.com: > Subscribe the "[EMAIL PROTECTED]" mailing list.
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