Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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My experience with Apple's tech support was much better, but the article is still very good. For a long time now, companies have been giving an increasinly short end of the stick to consumers when it comes to service. It's all part of keeping costs down, but I would rather pay more with the assurance of good service, than pay less and play the roulette wheel.
That's actually why I own a Mac, and I'm really irate to learn about stories like this one (.Mac seemed like such a scam to me) and the iPod battery that wasn't replaceable until it suddenly was.
The author's right: stuff like this goes on in lots and lots of companies. I haven't had such good experience with open source mailing lists as the author, but good for him :-)