+1 and if you think that its just usenet, and that paid for support is
any better...let us travel back in time to my first Unix install.
Interactive Unix 386 on a PC circa 1993
"Hello, is that interactive Unix UK technical support"
"yes, Dis is interactive Unix UK support"
"I am trying to install the product and it gets as far as ...XXXXX and
then just hangs"
"Oh, Sir de BIOS she is incompatible Sir: I cannot help you"
....
have coffee, note time, look at box, dial USA. Should be early morning
in California
"Hello, is that Interactive Unix technical support"
Spaced out west coast drawl suggestive of many late night bongs.
"Sure is,how may I help you?"
" I am trying to get the product to install, it gets so far and then
freezes"
"Oh, OK what is the last thing on screen before it does?"
"XXXXX"
Silence apart from remote tapping of keys.
"Hello are you still there?"
"sure, sorry dude I was looking through the installation script: Does
the motherboard have a maths coprocessor?".
"I don't think so"
"Well the place its hung is because it went looking for one, and I guess
if it didn't find one, it looks like it would actually stay looking forever"
"So the BIOS is incompatible"
"Hell no! There will be a jumper on the board that you need to change
if the coprocessor isn't there, then we won't go looking for it. But it
shouldn't hang if it doesn't find it. I'll fix that for the next relaease'
"YOU will fix it??"
"Yeah, I wrote the installation script"
The following day I took the PC to the man who had built it for me and
explained 'Oh right, yes, there is a jumper. We never bother with it
because Windows never uses the coprocessor anyway, so we don't supply em
with the coprocessors : hang on" removed jumper with tweezers "that
should do it,"
And it did.
"The BIOS she is Incompatible", uttered in a thick Indian accent, became
our in joke meaning "I haven't a clue, and I don't want to talk to you.
This is a convenient excuse".
Quality of support is not correlated with how much you paid for it.
Three times in my support career, I phoned SUN, Interactive Unix, and
Cisco directly in the USA and each time I got through directly to THE
GUY THAT WROTE THE SOFTWARE and got problems resolved that had stumped
the 'paid' support line in the UK.
You should thank your stars for Usenet. And the Web. I once spent a
morning in the loal university bookshop and spent £50 on an
book simply because it had, as an example, "how to get a parallel
printer working on SUN solaris system V printing"
It was a line of about 140 characters. I paid £50 for that line, took
the book back, typed it in, and the bugger worked.
I don't think we ever used that book again.
These days you type a query into google and back comes 50 answers and
usually at least one is actually correct.
It's cheaper.
--
Ineptocracy
(in-ep-toc’-ra-cy) – a system of government where the least capable to lead are elected by the least capable of producing, and where the members of society least likely to sustain themselves or succeed, are rewarded with goods and services paid for by the confiscated wealth of a diminishing number of producers.