Path: utzoo!utgpu!news-server.csri.toronto.edu!rutgers!cs.utexas.edu!samsung!munnari.oz.au!csource!david
From: david@csource.oz.au (david nugent)
Newsgroups: comp.unix.i386
Subject: Re: Interesting ISC Support Policy
Message-ID: <560@csource.oz.au>
Date: 10 Jul 90 14:57:51 GMT
References: <106@thor> <493@litle.litle.com> <1990Jun27.221731.7809@bbt.se> <1990Jun28.132734.19603@nstar.uucp> <547@csource.OZ.AU> <44666@ism780c.isc.com> <391@synsys.UUCP>
Organization: Unique Computing Pty Ltd, Melb, Aust.
Lines: 29

In <391@synsys.UUCP> john@synsys.UUCP (John C. Rossmann) writes:

>	3) Given the loads of messages here, magazine articles, etc., any
>	   software company should understand by now that most resellers
>	   are not capable of giving support to sophisticated end users.
>	   That's what many of you have tried to tell ISC in this thread;
>	   Mr. Alcorn's message shows that he doesn't care - or can't hear
>	   you.


I agree 1000%.  When reasonably complex technical questions arise, it
seems that the resellers are in precisely the same boat.  They can't
get answers and feel less compelled to insist on getting them.  In 
real life, this new policy just does not work.  The end result is 
that the end users feels even more hurt and helpless.

While I've now resolved most of the problems I initially had, I felt
it took eight weeks too damn long.  Not only that, but resellers and
VARs loose credibility and good reputation AS WELL as ISC; few people
these days believe the line that support is 'coming'.  It MUST hurt
the product in the long run.

I really wish ISC would reconsider, since I otherwise can't recommend
their product enough.

-- 
_______________________________________________________________________________
 Unique Computing Pty Ltd  Melbourne  Australia  -  Communications Specialists 
        david@csource.oz.au    3:632/348@fidonet    28:4100/1@signet