Gary....this newbie list and its partner, the expert list,
have a much broader knowledge base, especially for solving
Linux Mandrake specific problems, than any paid email or phone
support system could possibly have. I'm sure that you'll be
able to solve your problem using one or both of these lists.
Using them with, perhaps some extra patience, as not everybody
who participates sees every message that gets posted.
Alan
[EMAIL PROTECTED] wrote:
>
> 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-
