Re: [libreoffice-marketing] "Microsoft posts video of customers criticizing OpenOffice"

Le 2010-10-13 20:05, Drew Jensen a écrit :
> On Wed, 2010-10-13 at 17:00 -0700, Andy Brown wrote:
> > On Wed Oct 13 2010 16:13:08 GMT-0700 (PDT)  Marc Paré wrote:
> > >
> >
> > Support links are great but most medium to large business are not going
> > to wait for help on a mailing list or forum, they don't have the time.
> > That is what I see the 'ads' pointing to.  Basically that if you use
> > open source the instant support, like a help desk, is not there.  It is
> > not there and can not be at no cost to the end user.  The OOo site was
> > links to paid support but I have no idea how often it was used.
>
>
> Hi Andy,
>
> There was a presentation on just this subject at this years OOoCon - not
> sure if it is available as a video somewhere - yes it is an issue and we
> really need to deal with it, IMO.
>
> Drew

No better time than now. We should make sure that the user support links 
on our webpages are clearly well placed and visible. How about reviewing 
this right now? Let's take a look at where the links are and if they 
need new placement, let's do it now.

We should use this video to analyse the main complaint -- support and 
show how wrong it is.

We should all be on the user support mailist (yes I am on it) to assure 
quality and familiar support to users. Nothing better than a familiar face.

We will also need something similar to "corporate support" (maybe set 
this up in the very near future) with help with devs who could trouble 
shoot networked installs of LibO distro. Again, here, familiar faces 
count for a lot.

I have been part of many school board It committees examining the use 
OpenOffice installs and this is one of the main reasons/complaints 
behind not adopting the distro. For some reason the view is that the 
OpenOffice support is inferior to anything else, even if the help 
tickets going to MS Office product lines take 2-3 days to get back to 
you -- not only that, but this poor support is actually paid support.

I happen to think/know that the Ooo user support online is one of the 
best support services anywhere. Very few support systems free or paid 
can come close to it. We just advertise this and make good on it.

Support will sell the concept.

Marc


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