The "support" which is supposedly the
privilege of paying through the
nose and enduring lock-in - frequently just isn't really there.
I know.
I went through my larval phase under VMS, back in the '80s, when DEC
was still DEC.
I - well, formally, the lab I hung out at - must have generated at
least a half-dozen SPRs (then-DEC's name for bug reports). The only
one I ever saw any response at all to was the one that was a total
brainfart of my own.
That's just things get done, in Proprietary
Land... unless, I
suppose, you are Fortune 100 and can use a red telephone.
Even that doesn't always help.
I once worked on a robotics project that involved JPL and some Sun
hardware. JPL bought the right to internal support from Sun, as in,
we could call and talk to one of their internal techs.
We tried it. More than once (I don't recall exactly how often). Every
time, we already knew more about the thing we were asking about than
the tech we spoke with did.
And this was the special spend-oodles-of-money level of support.
I am very thoroughly cynical about proprietary vendor "support".
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