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From: bruce@newton.apple.com (Bruce Thompson)
Newsgroups: comp.os.386bsd.misc,comp.os.linux.misc,comp.os.os2.advocacy
Subject: Re: Linux thoroughly insulted by Infoworld!
Date: Sat, 21 Jan 1995 22:17:51 -0800
Organization: Apple Computer Inc.
Lines: 54
Message-ID: <bruce-2101952217510001@17.130.21.63>
References: <950116203411@lambada> <1995Jan18.214037.6088@cs.cornell.edu> <3fk4hi$iu8@solaris.cc.vt.edu> <PTAIPALE.95Jan19172215@pc139_92.trs.ntc.nokia.com> <tporczykD2o48C.KEt@netcom.com>
NNTP-Posting-Host: 17.130.21.63
In article <tporczykD2o48C.KEt@netcom.com>, tporczyk@netcom.com (Tony
Porczyk) wrote:
> ptaipale@pc139_92.trs.ntc.nokia.com (Pekka J Taipale) writes:
>
> > matthew c. mead writes:
> >> If you'd ever been in industry, you would know the need for product
> >> support.
>
> > I can post a message in news. I might get a quick, written answer,
> > which is much better than a phone call anyway.
>
> True, but please remember that USENET support is self-selecting, that
> is, you may receive 20 replies to one problem and none to another. It
> is totally volunteer-based, and you can't _demand_ it, which is what
> many managers want as a psychological assurance.
>
> > Mail-based support is usually much better (perhaps the most stupid
> > support persons don't know how to read mail, so they can't screw that
> > up).
>
> I used to work in tech support for a major software company. We
> _encouraged_ our customers to use email once the initial call was
> logged. That way we could get all the info we needed in a precise way
> (including any necessary debug dumps, etc.), and we could respond in
> kind. The convenience factors are too obvious to discuss.
>
> t.
> -----------------------------------------------------------------------
> Tony Porczyk * tporczyk@netcom.com * home page under construction
> GCS/ED/B d++ H- s++:+ !g p? a? w+ v++(---) C++ UL++++$ P+ L++$ 3+ E---
> N++ W-- M- po---(+) Y+ t+@ 5-- R- D- !e>e+ u*(---) h* f+ r+++(*)+++(*)>
> -----------------------------------------------------------------------
A couple of quick comments.
1) I believe there are a few companies around right now that (for a fee of
course) will provide technical support for Linux.
2) I do Developer Technical Support, and the primary entry point that
developers use is email. A huge advantage that email has over phone
support is that incoming support requests are automatically logged.
Cheers,
Bruce.
--
--------------------------------------------------------------------
Bruce Thompson | "Never put off till tomorrow
PIE Developer Information Group | what you can put off till next
Apple Computer Inc. | week".
AppleLink: bthompson | -- Unknown
Internet: bruce@newton.apple.com