Let me be clear, I'm not complaining, rather I'm using my experiences and
expectations to make a point.
Poor support makes Mandrake look bad. I have been trying to get a sound
configuration failure solved over two weeks and find Linuxcare to be nearly
useless. They assume no reply in 48 hours means the problem is solved.
Well, I'm learning Linux in my "spare time", let alone that I don't get to my
mail that consistently. But the real problem seems to be that when I e-mail
a reply to their proposed solution, referencing their incident number
(usually in the subject line), I am assigned a new number each time. [I do
not reply on-line as they apparently expect] [Are they billing based on the
number of incidents solved?] My "reply" apparently goes to a new support
person each time. With the most recent proposed solution the support person
asked what product I had, even though I had refered to three other incident
numbers [which contained all of the product, equipment & advise information]
as being the same unsolved issue -- (typically?) the support person was too
rushed to review the matter, too rushed to be useful! Chunking support
incidents like this obviously doesn't work. When one problem takes so long
to solve, and is handled so poorly, it makes Mandrake look bad.
Support should also be for everything supplied in the retail package, not
just the basic system install (Linuxcare support said my problem with Word
Perfect and Star Office corrupting X windows was beyond the scope of the
support supplied by Mandrake-followed by an ad for paid support). [Given the
support I have experienced I certainly don't want to purchase support from
them.] I bought Mandrake because I wanted to accomplish something, I was not
buying "a new life" trying to make this work. Since these programs were both
mentioned as "features" on the box (and both enclosed) it seems reasonable
that if I have a problem getting them set up support for that should be
included.
-Gary Prichard-
