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The thing I don't understand about Red Hat is how the support is so bad. I (a customer at a medical/educational site) pay for Red Hat, and on the few occasions
by dmd 4y ago
The thing I don't understand about Red Hat is how the support is so bad. I (a customer at a medical/educational site) pay for Red Hat, and on the few occasions I've requested support, that support has never, not once, actually solved my problem. In every single case, I eventually solved it myself after weeks of back-and-forth with one support person after another consisted solely of "solutions" like "reinstall the OS", "we won't support you unless you update [completely and utterly unrelated minor package]", and "please give us [piece of information that was included in the original ticket". In several cases I finally found the right answer ... in access.redhat.com/solutions .. but the support person was never able to find it.
We purchase it because we're required to, but we get absolutely no value for the money.
- warner25 4y agoInteresting to hear this. My last job was in a shop that ran RHEL servers and I always felt bad for not using the support that we paid for. Like after working through a problem, thinking, "Oh, we should have called Red Hat." I guess we weren't missing much. We got support instead from upstream IT folks internal to our organization who packaged the applications together with RHEL (and that level of support was similar to what you describe).
- ossusermivami 4y agoI had that same experience, some time there is a lot of back and forth with junior support people that doesn't seem to have a clue what's going and only follow a script, it gets better when it gets escalated but that's painfully slow to get there if you are not a marquee customer.