Don't misunderstand me, I LIKE the Mandrake disto, BUT their tech support has treated me atrociously. Dear reader, please consider...
Mandrakesoft's installation support has drastically failed me. I've had a "paid installation support incident" (for which Mandrake promises 72-hour response time) unanswered for over a month, and three e-mails to Mandrakesoft got me no more than an e-mail saying "Yup, it's been unanswered for a month. Sorry about that." Finally, a week ago, I got a "support response" saying "Er, we'll look into this." Since then, zip nada nichevo. Over half the 60-day support period wasted with no response, and they won't even extend the coverage period to compensate for their screwup. Gods below, I've gotten better tech support from the Beast of Redmond! Is there something wrong at Mandrakesoft, or are my expectations too high?
8 Dec 01: I register my brand-new Linux Mandrake 8.1 Boxed Set and post a support query (my sound doesn't work right) on MandrakeExpert. They guarantee 72-hour response on these queries. Incident shows up on their Web
site, but no answer...
16 Dec: I send e-mail to firstname.lastname@example.org
th the effect of, "Hey, where's my tech support, why no answer?" But no answer...
3 Jan 02: I send irate e-mail to email@example.com
, to the effect of "Hey, where the HELL is my tech support? Answer me or I'll go to the press!". This gets me...
7 Jan: A response from JeanDominique Lenard, Customer Care Manager,
which reads in its entirety: " Hello, Sorry to have been so slow to answer
you. I checked upon your incident. It has not received any answer as you
stated and I apologize for that. This is naturally unacceptable customer
service. I will have the support team answer your question. Sorry about
that". BUT, still no answer to my support incident...
10 Jan: I mail firstname.lastname@example.org
to the effect that "Thanks for the reply, I thought you'd all been downsized. Now, about my support question?..." BUT, no answer yet (and it's now been over half the "paid web support" period for that ONE inquiry).
11 Jan: I FINALLY get a "response" to my support incident, to the effect
that they "will investigate our problem with KDE Media Player." I reply with an
inquiry about extending the paid-support period to compensate for the slow response. No answer.
16 Jan: Five days later, still nothing more from Mandrakesoft. I decide to go public.
NOTE: I tried to include copies of the e-mail traffic and support incident, but message-length filter nixed that. Complete text (unless they zorch it) is on the MandrakeUser forum at: http://www.mandrakeuser.org/mub/view...5080&forum=7&3