Re: Sun support quality, was: Re: SUNSOLVE IS DRIVING ME INSANE!!!

x-no-archive: yes


<usenetpersongerryt@xxxxxxxxx> wrote:
I work for clients who pay for support.
No way Sun will get a dime out of me
for the current "service plan" even when
it WAS 1/2 the price. Why reward incompetence?
We have a deal for you: Pay twice as much for even WORSE support than
you got before : >
I wonder if suing would help anyway.. Better to convince upper
management that there is a problem here.

In the old days, you would pay something like $1000
for a software license, and then pay another $1000
for support. You would get access to the patches
even if you did not pay those additional $1000.

Then, Sun's management decided to change the revenue
model such that you get the software for free, but no
longer get free access to the patches, and would
have to pay $2000 for support.

I have the impression that this approach looks much
better on paper than it works out in real life - when people
decide whether they want to pay for support, they
look at the price charged for support, and are not
willing to pay more for support just because they
already received the software for free. A company might get
more customers and more revenue with this approach,
but it will also dissatisfy customers.

Its essentially the same model as the HP printer model
- HP give you the printer almost for free, and then
charge an outrageous amount for the ink. HP customers
don't seem to be happy with HP ink prices either.


Thomas
.

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