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| Value for Money | 0/10 |
|---|---|
| Overall rating | 0.5/10 |
By dsilvia
on 16th May 2005
| Value for money | 0/10 |
|---|---|
| Overall value | 0/10 |
 dsilvia's recommendation | |
Premium Service Support is anything but premium, service, or support.
I've just spent an interesting few days with a Technical Service Consultant for Opera Software.
He has a very effective way of handling support problems.
1) Don't ask the customer for specifics of his system, setup or anything which might be involved with the functioning of Opera.
2) Assume that the customer doesn't know anything.
3) Keep referring the customer to FAQ entries he's found that qualify for the subject you've requested help on.
While this makes his job quite easy, it does little to help a customer (a paying one, remember, the Premium Service Support requires money. This isn't like we're talking about Mozilla or some other open source contributor staffed enterprise). It does even less to enhance Opera's image as a quality based software company (remember, this _is_ a company, .com, not an organization, .org).
My problems ranged from a myriad of problems with the mail facility included in Opera to the browser's inability to make use of the Adobe plugin on my system (which every other capable browser I tried found and made use of with no difficulty).
In the end I requested a refund (with no response) and trash canned Opera and moved on to a tab based, secured wrapper for IE for Microsoft dependent use, and downloaded Firefox for general use. Both of these are free and what little support I've needed hasn't been nearly as painful as one tenth of my troubles with Opera and their technical support guy.
If you're happy with Opera, stay with it, but don't spend the money on the support or added features, they're a myth!
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