Suffice it to say, this is not the first tech support call I've made on a client's behalf. Most are successful, though it's been my experience that telephone ``tech-support'' personnel are often little more experienced than their clients. I've sat through similar waits with other companies. There are some recurring themes.
On the up side, I did eventually get the help I needed. All of the calls were toll free. And I discovered I was able to do all manner of tasks while waiting on hold with a phone in my ear.
One the down is the reality that no one wants to take responsibility. The situation is worse with a hardware failure. Tech support personnel will make you jump through all kinds of hoops before replacing a defective item. I had this experience when attempting to have a CD-ROM replaced. I knew the drive was bad, but had to prove it by doing various tasks and tests that I had already performed.
The other problem is inherent in the nature of proprietary software. My client's system was out of warranty, but he was almost unable to get a necessary software component for a product he owned a valid license for. Microsoft explicitly takes no responsibility for OEM versions of Windows; see the back of your manual. The vendor in this case was reluctant to service an out-of-warranty customer. And the hardware vendor can't supply an image of the boot floppy for download on its web site for fear of being sued by Microsoft for contributing to potential piracy of its products.
Had this company not provided the boot disk, my client's only options would have been quite limited. He could buy the retail version of Windows95 with Microsoft support in spite of his already properly licensed copy. Or he could ``cheat'' and use someone else's copy.
This is one of the many reasons I personally choose freed software. I don't have to worry that I'll get different variations of the same operating system that might lack drivers or hide them undocumented in huge compressed archives. I know I can find additional components easily on the net. I know that I have access to all the deepest internals of the system, should I need them. I know that I can freely duplicate and share my copy with others. I know that because source code is freely available and modifiable, that the software will advance through an active and enthusuastic open development. I know explicitly that there are no guarantees.
In spite of the lack of guarantees, I know I can find reliable and accurate support in the free software community. Volumes of documentation and real world experiences are available throughout the web. I have received tons of support through Usenet newsgroups. I've tried to give a little of the same back. And responses to questions posted there usually come within a few hours.
Linux support is so good that Infoworld, a respected industry publication, recently gave its Best Technical Support Award of 1997 to the Linux user community. As far as I'm concerned Infoworld's assessment is right on.
© 1998 Scott E. Harney