If you’re on software with a support contract, you should get support, right?
If the software you have support on has a documented feature that’s not working as documented, then you would expect to get a fix, a workaround, or even perhaps an explanation to the effect that you misunderstood the documentation in the first place, and the feature in fact does something else. Correct?
And if the feature in question is a customization facility, then you wouldn’t expect support on the customization itself, but you would expect the customization interface to work as documented, right?
So in summary, if you ran into an issue with a customization interface not working as the documentation says, you’d expect support to fix the interface, suggest a workaround, or provide additional documentation?
Well, I would.
SugarCRM appears to see things differently.
Florian's blog 
Florian, sorry for that but you completely misunderstand
the concept of “commercial support”. Commercial support
means that you pay vast amounts of money to quick talkin’,
well dressed consultants (those jerks who sell you the
“support agreement”). After you’ve paid, your part of
the game is done. And don’t even think to ask stupid questions
to 20-year-first-graders who get a pay for which not even a
McDonalds employee would get off his bed.
I strongly resent that. I’m used to dealing with open-source companies who provide excellent support through skilled and experienced personnel. (I’d say we’re one of them, but I’m no competent judge — I’ll leave that to our customers.)
D’oh! Which part of “sarcasm” was not clear?
Even with sarcasm subtracted, I believe you’re overgeneralizing. But then of course, everyone’s entitled to their own opinion.
Yeah, totally agree.
We use this ‘software’ too and i (personally) think it is the most buggy and code-ugly piece of crap i’ve ever seen. You get nothing thats worth the money.
Mention the time we put into fixing various bugs and implementing workarounds we could simply write a crm-tool on our own.
crappy software for a bunch of money
I disagree. I’m actually rather content with what SugarCRM does for us. I do concede I’m not always happy with their support policies.
Quote: “(I’d say we’re one of them, but I’m no competent judge — I’ll leave that to our customers.)”
Speaking as an active customer of Linbit with a Gold level support contract, I can judge this.
Linbit support is like the Duke of NewYork: A Number 1!!
Thanks lot for your compliments. You made our support team’s day!
I don’t know Larry Augustin (the SugarCRM CEO) directly, but I do know some people who are linkedin to him. I’ve asked them to forward this URL on to him. Thank Evelyn for knowing off the top of her head that Larry is the CEO there.
Sean