That's a great attitude. I always appreciate it when a support organization listens to users. I've been on both sides of the fence, and I always hated it when there //was// a fence.
One thing I always favored, again as both a user and as a tech support professional, was a public list of known bugs (excluding security-related ones, of course). It saves a lot of head-banging, the kind of frustration that can lead to a very high level of anger. Just last week I spent a day trying to get a particular feature to work (in a completely unrelated product), not knowing that it was flat out broken. The company in question has three options: - Paid support: they gave me a free trial, and I quickly discovered that it was useless. Their only response was "Take two reboots and call me in the morning." - E-mail support: bitbuc...@blackhole.com - The user forum: it has many experienced users, some beta testers, and (because the product is used world-wide) a response time measured in hours. What it doesn't have is any presence from the company. As you can imagine, if not for the other users this program would be just a bad memory. Regards, Jerry Schwartz Global Information Incorporated 195 Farmington Ave. Farmington, CT 06032 860.674.8796 / FAX: 860.674.8341 E-mail: je...@gii.co.jp Web site: www.giiresearch.com >-----Original Message----- >From: Shawn Green (MySQL) [mailto:shawn.l.gr...@oracle.com] >Sent: Thursday, September 22, 2011 9:53 AM >To: john.dais...@butterflysystems.co.uk >Cc: John Daisley; Claudio Nanni; Johan De Meersman; Alastair Armstrong; >mysql@lists.mysql.com >Subject: Community Support better than Official Support? (was: Can I Develop >using Community Edition and Deploy onto Enterprise Edition??) > >This comment has me intrigued: > >On 9/21/2011 17:50, John Daisley wrote: >> Partitioning is available in the community edition and has been for a >> while now. Support is the only real difference and since Oracle took >> over the support available in the community is usually faster and better >> than you get from Oracle. >> > >I work in MySQL Support and other than the tools that we were given to >work with, very little should have changed in our attitude, our >knowledge, or our level of professionalism (that I am aware of). Perhaps >there are thinks that the other support providers are doing better? > >Please use this thread as a forum to which you can vent all of your >complaints or concerns about MySQL support or to describe ways in which >the other support systems are better. If it's policy changes, tell us. >If it's response times, tell us. If it's our level of services, tell us. >If you don't like the font on the web site, tell us. This is your chance >to completely rip us a new one and to brag about your favorite service >offerings at the same time. > >All opinions about any support providers are welcome. > >Thank you kindly, >-- >Shawn Green >MySQL Principal Technical Support Engineer >Oracle USA, Inc. - Hardware and Software, Engineered to Work Together. >Office: Blountville, TN > >-- >MySQL General Mailing List >For list archives: http://lists.mysql.com/mysql >To unsubscribe: http://lists.mysql.com/mysql?unsub=je...@gii.co.jp -- MySQL General Mailing List For list archives: http://lists.mysql.com/mysql To unsubscribe: http://lists.mysql.com/mysql?unsub=arch...@jab.org
