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Re: An official trademark policy for CheapBytes-type RHL CDs?



On Sun, 2003-08-17 at 12:29, Michael Schwendt wrote:
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> On Sun, 17 Aug 2003 10:06:13 -0400, Chris Kloiber wrote:
> 
> > I am an Enterprise Level Technical Support Engineer here at Red Hat, and
> > I can say that the thing that *really* upsets people who call in for
> > support is being told that the "Red Hat CD's" you got from the back of
> > the "Red Hat Linux Bible" were not purchased from Red Hat, and there is
> > no telephone or web-based support provided by Red Hat for that
> > publishers product. Most of these people even tell you that our phone
> > number is printed *in* the book! I looked and it is, however they never
> > read down to the part that says that they can *buy* support from Red
> > Hat. It is still possible to buy a single incident of installation level
> > support from the website for Red Hat Linux 7.1 through 9, but it's just
> > not widely advertised. So most of those conversations tend to end
> > abruptly with a click after I tell them about the option to buy support
> > from the website.
> 
> And as a result of that you [Red Hat] get harsh criticism in message
> boards where those users report about their "bad experience" with
> Red Hat Support and sometimes even accuse Red Hat of fraud, because
> they don't understand what has happened and whom to believe.

I know. That was my point. I think (without actually being in the know)
that this is one reason things are the way they are now. I personally
think it stinks, but there it is.

-- 
Chris Kloiber
Red Hat, Inc.




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