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
- E-mail support: bitbucket@stripped
- 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
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>From: Shawn Green (MySQL) [mailto:shawn.l.green@stripped]
>Sent: Thursday, September 22, 2011 9:53 AM
>Cc: John Daisley; Claudio Nanni; Johan De Meersman; Alastair Armstrong;
>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,
>MySQL Principal Technical Support Engineer
>Oracle USA, Inc. - Hardware and Software, Engineered to Work Together.
>Office: Blountville, TN
>MySQL General Mailing List
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