Date: Wed, 02 Sep 1998 16:03:06 -0500 From: "Steve Friedrich" <SteveFriedrich@Hot-Shot.com> To: "Hebel, Mike" <MikeHebel@duo-fast.com> Cc: "FreeBSD Questions" <freebsd-questions@FreeBSD.ORG> Subject: Re: FW: Panasonic CD-ROM installation and no response from your tech support... Message-ID: <199809022015.QAA32464@laker.net>
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Mike, you suffer from a basic misunderstanding of FreeBSD. FreeBSD is FREE!! You're not paying anyone for support, so you need to lower your expectations of what you'll get. You might be able to find someone willing to charge you and therefore willing to respond to your every need. But FreeBSD is supported by volunteers, i.e., people who have other jobs to pay the rent, and contribute their leisure time, for free, to help each other. If you check Walnut Creeks web site, you'll see that the support they pledge is limited. They will refer you, and they did, to www.freebsd.org On Wed, 2 Sep 1998 12:50:59 -0500, Hebel, Mike wrote: >Dear FreeBSD, > >Below are the message threads from my installation questions to Walnut >Creek. They have since referred me to you in both this and another >e-mail. Please look over ALL the data concerned and let me know what >you have as a possible solution. > >Sincerely, > >Mike Hebel > >-----Original Message----- >From: Phil Jenvey [mailto:support@cdrom.com] >Sent: Wednesday, September 02, 1998 12:14 PM >To: Hebel, Mike >Subject: Re: Panasonic CD-ROM installation and no response from your >tech supp ort... > > >Mike, I am sorry for not responding to your message earlier. I only >got to it today, and sent a reply. You must understand that we get >many people with problems like yours, and most of the time they're >caused by setting the hardware to the incorrect IRQ, or something >simple like that. The problem you're recieving is unusual, and it >leads me to beleive that there may be some type of problem with the >support of your CDROM device. The driver that is supposed to support >it may be supporting your CDROM incorrectly. This problem may need the >attention of some of the FreeBSD developers. One of the FreeBSD >developers should respond to you very soon after you send an email to >questions@freebsd.org. > >On Tue, 1 Sep 1998, Hebel, Mike wrote: > >> Dear Walnut Creek, >> >> I recently purchased "The Complete FreeBSD" which included FreeBSD >2.2.6 >> on four CD's. While having problems installing the software using my >> Panasonic AT interface 2X drive I sent a message to your tech support >> department with all the pertinent information regarding the error I >was >> getting. I got back one response from a person by the name of Phil >> Jenvey which told me to check something that I had already checked. I >> replied to this message and have not received a response back yet. As >a >> person with quite a few years of PC hardware/software/network support >I >> find it insulting that the person doing technical support at your end >> did not even have the courtesy to READ the message I sent. If they >had >> read the message they would have noticed that I gave them the I/O and >> IRQ settings that I had everything set at and if they had paid >attention >> they would have noticed that I only got the error AFTER the >installation >> program had tried to load BIN and such which means that the >installation >> program found the installation media without error. I find it even >more >> insulting that I have not yet received a response on this issue. As a >> person who's done customer support via phone, fax, and e-mail I've >found >> one thing that separates good support from bad support. >Communication. >> Hands down this is the thing that makes the difference. If you at >least >> give your customers a "We're working on it..." they'll that you for >it. >> That's all I'm expecting from you at this point however I would like a >> solution to my problem. >> >> Sincerely, >> >> Mike Hebel >> Information Systems >> >> > >-- >Phil Jenvey >Technical Support >Walnut Creek CDROM > > > > >To Unsubscribe: send mail to majordomo@FreeBSD.org >with "unsubscribe freebsd-questions" in the body of the message > To Unsubscribe: send mail to majordomo@FreeBSD.org with "unsubscribe freebsd-questions" in the body of the message
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