On 10/5/07, Kristian Erik Hermansen <[EMAIL PROTECTED]> wrote: > > In reverse chronological order... > > ... or to sum up in short: > * Based in UK (so no US hours?) > * Don't accept our corporate American Express (AMEX) > * Credit Card verification failed (on a valid card) > * Still charged the invalid card twice and credit card company called > to notify us of possible fraud! > * Canonical's web application accepting the data could be misbehaving > * After all this, we had to fill out the order by hand and fax the > paperwork back to a UK fax number (no US number available) > > Now this doesn't change my opinion of Ubuntu in any way
Yikes, what will! , but it does > make me wonder just how many people have actually ordered support from > Canonical. Most new customers could be turned off by such an > experience... > > > <snip> > From: Michelle Surtees-Myers <[EMAIL PROTECTED]> > To: Kristian Hermansen <[EMAIL PROTECTED]> > Subject: Re: Your information request for Ubuntu Desktop Support > Date: Fri, 5 Oct 2007 04:03:45 -0700 > > > HI Kristian, > I am sorry that you have experienced problems purchasing support from > our online store. I will pass these problems on. > > If you let me know what sort of support you are looking to purchase, I > will send you an order form and process your order from here. > Kind regards, > Michelle > > Kristian Hermansen wrote: > > > > That is unfortunate... > > > > > > -----Original Message----- > > From: Birol Ertekin > > To: Kristian Hermansen; 'Michelle Surtees-Myers' <[EMAIL PROTECTED] > > > > Sent: Thu Oct 04 20:42:41 2007 > > Subject: RE: Your information request for Ubuntu Desktop Support > > > > The merchant is not accepting Amex, so I tried my personal Mastercard > > but the payment system is not accepting the MC: > > > > This transaction was not authorised by your card issuer. This > > authorisation request was denied as further identity checks cannot be > > carried out on an internet transaction. You may wish to try another > card. > > > > This may be due to the fact that the e-commerce system is UK based. > > > > Also it was difficult to pass the 'I read and confirm the service > > agreement' part. It kept unchecking the box automatically, and after > > trying it maybe 20 times, it worked. > > > > - Birol > > > > -----Original Message----- > > From: Kristian Hermansen > > Sent: Thursday, October 04, 2007 12:47 PM > > To: Michelle Surtees-Myers > > Cc: Birol Ertekin > > Subject: RE: Your information request for Ubuntu Desktop Support > > > > Hi! > > > > Birol, my boss, will be putting in the request for me. Can you give > > him the instructions on how to make payment and whatever else needs to > > be done? Thanks :-) > > > > -- > > Kristian Erik Hermansen > > Information Security Engineer > > FOX Interactive Media / IGN > > 8000 Marina Blvd. > > Brisbane, CA 94005 > > Mobile: (415) 509-1293 > > Office: (415) 508-2252 > > > > -----Original Message----- > > From: Michelle Surtees-Myers [mailto:[EMAIL PROTECTED] > > Sent: Thursday, October 04, 2007 10:05 AM > > To: Kristian Hermansen > > Subject: Re: Your information request for Ubuntu Desktop Support > > > > Dear Kristian, > > > > Thank you for your interest in Ubuntu and support services from > > Canonical. We are replying to the request you sent via our web site: > > > > = Your original request = > > Hi :-) > > > > I am interested in speaking with an expert about advanced Desktop > > support. I am an active open-source contributor (I spoke at Ubuntu > > Live...among other things) and would like to learn about possibilities > > for support from Canonical. I have at least one Desktop machine here > > at FOX that I would like to request for support through Canonical. > > However, I want to find out what I am getting first! > > > > Basically, the real reason is that I have a few Enterprise devices > > that I may not want to investigate setting up myself sometime. And > > also, I assume that based on the support requests, you would > > prioritize solutions for paying customers, and then all non-paying > > Ubuntu users can benefit from such enhancements. That is what I am > > interested in -- helping make Ubuntu better for everyone :-) Let me > > know if my analysis seems correct and this is the type of service you > > offer...thanks! > > ================ > > > > Our support generally covers installation, configuration, > > administration and management of Ubuntu on the desktop. So we'll > > willingly try and help with an issue where you've tried to install or > > set-up Ubuntu on a particular machine. It depends what you mean by > > "Enterprise devices" because we won't go out and research whether > > Ubuntu will work with a particular device such as a mobile phone. > > > > If you had a wider enterprise deployment then this would come under > > the scenario of deployment consulting or engineering consulting. > > > > As you mention one of the benefits of Ubuntu support is that we'll > > prioritise the resolution and development of bug fixes or feature > > fixes for commercial customers. Individual resolutions will make > > their way into the upstream Ubuntu release so that all users (and the > > support customer in the future) all benefit. So if you have a HP > > workstation and Ubuntu doesn't work correctly with the hard-drive then > > this will be prioritised over a community member who has a similar > issue. > > > > Our services agreement covers installation, configuration and > > generally getting things working on your desktop environment. It also > > covers support for most packages in the main repository. In general, > > we will go out of our way to help you solve the problems you might > > encounter when installing and running Ubuntu. > > > > The duration of the contract is for one (1) year. During that year, > > you are entitled to ten (10) support cases. A case, also called an > > incident, is a problem that you encounter. In order to solve a > > problem, we might exchange several phone calls or emails. However, > > these will only consume a single case during the span of these > exchanges. > > > > Two Desktop Support options are available to you: > > > > Standard desktop 9x5: > > * Availability: 9AM to 5PM in your timezone, weekdays only. > > * Initial response time: 4 hrs for cases raised by phone; 48 hrs for > > those raised via our customer web portal. > > * Price: $250 per desktop. > > > > Complete desktop 24x7: > > * Availability: 24 hours a day, seven days a week. > > * Initial response time: 2 hrs for cases raised by phone, 24 hrs for > > those raised via our customer web portal. > > * Price: $900 per desktop. > > > > Included within support is Landscape, our Web-based Systems Management > > service, is now provided as an intrinsic part of Canonical's support > > services. Landscape is specifically designed to help in management and > > support of desktop, laptop and server deployments using a single > > integrated web interface. Some of the functionality also enables you > > to manage groups of machines as easily as if you were managing a > > single machine. For more information, please see our web site: > > http://canonical.com/landscape. All machines covered by a Canonical > > support contract have the opportunity to register for the Landscape > > service. > > > > In order to obtain a Support services agreement from us, please reply > > to this email with the following information: > > > > * Type of support contract required: (9x5 or 24x7) > > > > We would also like to confirm that we have the correct contact > > information for you: > > > > * Full name of main contact: Kristian Hermansen > > * Email address of main contact: [EMAIL PROTECTED] > > * Company: FOX Interactive Media > > > > * Address: > > 8000 Marina Blvd. > > Brisbane, CA 94005 > > USA > > * Phone number: 415 508 2252 > > * Fax number: > > * Website: http://www.fox.com > > > > Important: > > Cases can only be submitted by contact persons recognized by our > > system. If you would like to add contacts to your account please > > provide us with the following information for each: > > > > Name > > Email address > > Telephone number > > > > Support can now also be purchased via our online store. To buy click > > here: https://shop.canonical.com. > > > > If you have further questions, feel free to write or call us directly > > at +44 207 630 2474. > > > > Thanks for considering us for support, we look forward to working > > together! > > > > Regards, > > > > > > > > No virus found in this incoming message. > > Checked by AVG Free Edition. > > Version: 7.5.488 / Virus Database: 269.14.1/1050 - Release Date: > > 10/4/2007 5:03 PM > > > > > > > > No virus found in this outgoing message. > > Checked by AVG Free Edition. > > Version: 7.5.488 / Virus Database: 269.14.1/1050 - Release Date: > > 10/4/2007 5:03 PM > > > > > -- > Kind regards > > Michelle Surtees-Myers > Canonical UK Ltd > Tel: +44 207 630 2474 Fax: +44 207 630 2401 > > Ubuntu - Linux for human beings > </snip> > -- > Kristian Erik Hermansen > > _______________________________________________ > svlug mailing list > [EMAIL PROTECTED] > http://lists.svlug.org/lists/listinfo/svlug > -- Paul Cubbage I ndustry blog: http://oldestgeek.blogspot.com/ Why are smart people so dumb? Ideas and musings: http://oldestgeek.pbwiki.com/ WhatstheDifference
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