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Government CIOs 'do not understand open source'
,----[ Quote ]
| "There's a lack of understanding of what is open source. I think that's a
| fear that's probably been raised by certain quarters of the industry where
| they feel that open source is treading on their toes," he said.
|
| "Linux is clearly open source, but quality-wise it rivals traditionally
| manufactured software and has arguably some better support than commercial
| proprietary systems," he added.
`----
http://www.zdnet.com.au/news/software/soa/Government-CIOs-do-not-understand-open-source-/0,130061733,339289842,00.htm
http://tinyurl.com/6ysx2f
It's usually Linux that can prevent the need to visit a technician, even for
Windows. It reduces support burden.
When Desktop Disaster Strikes, Linux Rides To The Rescue
,----[ Quote ]
| A friend in need, the saying goes, is a friend indeed. And the next time your
| Windows PC goes belly-up at the worst possible time, your new best friend
| just might turn out to be a Linux rescue CD.
|
| [...]
|
| Of course, there is also the fact that a typical Linux rescue CD consists
| entirely of open-source software. It won't cost you a penny to use, and it
| allows developers to adapt the code to suit their needs. Many popular
| Linux "rescue" distros, for example, are actually stripped-down, customized
| versions of familiar distros such as Debian, Knoppix, and Mandriva.
`----
http://www.bmighty.com/blog/main/archives/2008/06/when_desktop_di.html
Related:
A Perception of Lack of Support for Open Source Should Not Stop Adoption of
Linux
,----[ Quote ]
| People seem hesitant to accept open source because “there is no company
| behind it” like Microsoft. First of all, from an OS standpoint, support of
| Linux distros by the companies that publish them has come a long way in the
| past few years. Companies like Canonical (the distributor of Ubuntu Linux),
| Novell (SuSE Linux), and Red Hat offer support programs that can assist you
| with your problem, although these programs vary in pricing and how they are
| conducted. The point is, however, that despite the fact that the OS is
| developed, maintained, and improved by an amorphous body of programmers (the
| open source community), there are real companies behind the distros that will
| be there if you have a question or problem.
`----
http://lawtech.wordpress.com/2008/03/01/support-linux-open-source/
Microsoft's Genuine Advantage
,----[ Snippet ]
| A lot of managers are afraid to use Open Source Software, because it
| doesn't come with any support. Of course that isn't true. It is a classical
| piece of FUD. And then again, how much is support worth?
|
| [...]
|
| MS: Microsoft Support. Good morning, sir. Can I help you.
| IC: Windows displays some strange message on my screen.
| MS: What's the message, sir.
| IC: ReadStringFromInf: UpdSpGetLineText failed: 0xe0000102; Microsoft
| Windows is Not Present
| MS: May I have your product key, sir.
| IC: [gives completely valid product key]
| MS: Ok, sir. Can you please reboot your PC?
| IC: Will that solve the problem?
| MS: Please reboot your PC, sir.
| IC: Ok, ok, wait a minute.
| MS: Please call us again if you eXPerience any more problems. Have a
| nice day, sir. [click]
`----
http://thebeez.vnunetblogs.com/the_beez_speaks/2006/09/microsofts_genu.html
I work for MS but even I struggle to get a hot-fix
,----[ Quote ]
| The problem took 260 minutes to resolve from start to
| finish and an estimated 90 minutes of Ledgard's time,
| not including the time it took to write-up his problems...
| Still, the frustrations experienced by Ledgard give
| a salutary lesson that Microsoft's online product
| support is mediocre, at best, and will surely strike
| a chord with many long-suffering sys admins.
`----
http://www.theregister.co.uk/2006/10/24/ms_hot-fix_hell/
The top Linux support weaknesses, then and now
,----[ Quote ]
| In 2003, SearchEnterpriseLinux.com visited the Linux support landscape
| with a list of Linux support weaknesses. A lot has happened over the
| past four years, as is evident in the success of Red Hat and
| Novell's subscription-based support models and the meteoric
| rise of commercial-grade Ubuntu support, to name a few.
`----
http://searchenterpriselinux.techtarget.com/originalContent/0,289142,sid39_gci1262974,00.html
Microsoft Y2K bug circa 1998?
,----[ Quote ]
| On January 8th of this week my parents received a phone call which they
| dodged because the call was coming through at 11:00 p.m. at night.
|
| The next day they retrieved the voicemail message which was from Microsoft
| technical support calling me back to see if my problem has been resolved.
|
| [...]
|
| I remember in the past year or so when I called Microsoft and the problem was
| not resolved (BSOD after Microsoft patch) that Microsoft did call me back the
| next day to see if i made any progress in my little computer crises (which I
| though was super cool of them... I was really impressed)...
| but wait a second .... or wait 315,569,260 seconds ....
| Microsoft hadn't done this (call me back that is) the first time I called ...
| and I called many years ago.... but that must have been when I was living at
| home with my parents..... which is why they called me at my parents phone
| number.
`----
http://bicbickers.blogspot.com/2008/01/microsoft-y2k-bug-circa-1998.html
Top 10 reasons why Microsoft's Xbox 360 Customer Service is "teh br0ken".
,----[ Quote ]
| So there you have it Microsoft, the Top 10 reasons your support
| system is "teh br0ken", from my admittedly short experience with
| it. When I'd assumed a company of your size would set the standard
| for customer service, I didn't mean the standard by which to do
| better than...
|
| I realize it's probably no great revelation that their customer
| service sucks, but come on, why can't they fix this? Can they
| only fix simple things? That makes them useless for people with
| "real" problems.
`----
http://www.gamercastnetwork.com/forums/showpost.php?p=28315&postcount=68
Another Xbox Support Nightmare
,----[ Quote ]
| We seem to be receiving an increasing number of horror stories from
| Xbox 360 owners who have had to call Microsoft's Bangalore-based
| tech support call center. When your reason for calling is a
| bricked console, one would think it would be a painless and
| quick procedure to get the thing replaced or repaired.
| Apparently not the case, according to Brent from Consumerist.com
`----
http://www.gwn.com/news/story.php/id/10875/
Which is better for technical support
,----[ Quote ]
| I have found in general that with open source support you often get
| more than what you pay for but with closed source support, by some of
| the biggest names in software, the support is often lacking in the
| value department. With open source asking for support has generally
| resulted in a solution within a week and I have never paid for it.
| However with closed source companies I have open tickets that have
| not been resolved in months. With open source I can communicate
| directly with the author(s) of the program and work closely with
| them to find a solution. Closed source on the other hand has just
| requested information, verified the bug and then informed us that
| the solution may be available in the next release of the program.
`----
http://blogs.ittoolbox.com/linux/locutus/archives/which-is-better-for-technical-support-13621
http://tinyurl.com/ygspn7
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