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

Can Canonical provide paid support for LibO?
On Oct 13, 2010, at 8:05 PM, Andy Brown wrote:

> On Wed Oct 13 2010 17:19:55 GMT-0700 (PDT)  Marc Paré wrote:
> > 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.
>
> I will have to leave that to the experts.  Even with the "Support" tab on the OOo site it is hard 
> to find stuff, especially when you do not know what your looking for.  To me that is the problem 
> with _any_ web based system.  If you know what your looking for then "Google is your best 
> friend", if not all you can do is follow each path to see if it helps.  I hate automated phone 
> systems for that reason.
>
> > We should use this video to analyse the main complaint -- support and show how wrong it is.
>
> That is the point, it may not be wrong.  Not everyone that uses a computer has the will to lean 
> when for years all they had to do was pickup a phone.
>
> > 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.
>
> I have been on the OOo Discuss and Users list for well over a year.  I have in the past few weeks 
> started scanning the forums, OOo and OOOForum.  As soon as LibO user, discuss list were announced 
> I joined them.  I also scan the LibO form even though not much is there at the present time.
>
> > 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 would be interesting to find out how much business is generated by the OOo support links.
>
> > 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.
>
> It may not be inferior but it is not what they are use to.  Again picking up a phone means they 
> do not have to think.
>
> > 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.
>
> How many Open Source programs have 24hr phone support, even paid?
>
> Other things that the video brought up was the lack of compatibility with MSO, which is not the 
> fault of Open Source but MS's.  Until there is a demand from users that MS products comply with 
> the ISO requirements there will never be 100% compatibility, anyone that come close would be sued 
> by MS for copyright infringement.
>
>
>
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