[EMAIL PROTECTED] wrote on 07/17/2008 12:40:49 PM:
> On Thu, Jul 17, 2008 at 11:27 AM, <[EMAIL PROTECTED]> wrote: > > > >> Wow! I thought I was the only one seeing such long times to resolve > >> support issues. > > > > this is going to come across very negatively, but I have to honestly state > > that I can hardly remember an instance where a support issue was solved (I > > know there was 1 or 2 that I was involved in) by the technician and not > > myself, if it was ever solved at all. I've seen little actual benefit to > > my support contracts, at least where I was involved. Most of my colleagues > > that don't have the same skill set and/or background may feel differently. > > > > One of the reasons I left Red Hat support a while back was because the > questions had gone down in skill needed to answer. When 19 out of 20 > questions were being answered by reading a man page to user... it was > no longer fun to work in Support. I found that working at other > places, it was pretty much the same situation... many of the questions > could be answered by doing some research, but most people did not seem > to know how to do that. very valid point... and due to the constantly growing install base of Linux I can only imagine that it will get worse. I'd imagine that it wasn't such a bad gig 10 years ago. > > admittedly I'm an RHCE, but if as a customer I can't call in and expect to > > have a tech that can help me*, maybe they need a better support procedure > > for those customers that know more than the average tier 1 tech. > > > > Probably, but it usually the customers who want tier 2/3 techs don't > want to pay for them (or as one boss at a big corp told me, if we > wanted that we wouldn't be paying for you :).) I don't necessarily feel that a corp should be able to buy direct tier 2/3 support except through the employement of RHCX level staff. Maybe enhance the support system so that customers can associate RHCX to their support logins[1] and so if one calls in they have an option of immediately escalating. This would be based on the assumption that RH should trust their own certs enough to realize that having an RHCE goto through the speil with a tier 1 tech tends to be a waste of both sides time and resources. -greg [1] Don't even get me started on how jacked up the support login system is already... unless you really wanna know. _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
