On 04/21/2010 07:40 AM, Stainforth, Matthew (SD/DS) wrote:
>> Well, at least your system is staying subscribed to RHN. I have a Xen
>> server (with two guests) that has been booted out of RHN for "abuse"
>> three times now (with no changes from the defaults on my end). I have
>> a
>> second open support case, but it doesn't seem to be going anywhere.
>> The
>> "solution" is to just delete the RHN profiles and resubscribe the
>> affected systems; if that continues to be the solution, there's not
>> much
>> point in continuing to pay Red Hat for them.
>
> I had a similar experience with a similar problem. It took using the
> "request escalation" button and some harsh words in response to frankly
> stupid and intentionally unhelpful suggestions to get the ticket put through
> to Ash Westbrook the RHN/Satellite team. He was awesome. From there it was
> quickly diagnosed and resolved.
>
> Having to run the tier-1 tech support gauntlet is pretty common among big
> vendors, sadly. I think they think customers who paid for support should
> then justify their need by forcing their way to tier-2 through sheer
> determination and force of will. After all, you appreciate something more if
> you have to work for it =)
Agreed. When I worked on an internal Linux team and we had Red Hat
onsite people as well as a TAM, it was still difficult to get our issues
routed to the proper engineering team and actually fixed. In one case,
it took over 9 months to get the ticket to Steve Dixon who fixed a
kernel NFS issue and provided an errata update.
If you don't have a TAM, you need to personally escalate your support
tickets. Even bugging your sales rep can help get things going. :)
/Brian/
--
Brian Long | |
Corporate Security Programs Org . | | | . | | | .
' '
C I S C O
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