Support Management Escalation
Wow. “Need to raise a concern to Red Hat Support management? Use the contact information.” These are all contact details (work, mobile, and email) of directors, and senior managers from Global Support Services, at Red Hat.
I value this openness. I value good customer service. I wonder how many calls or emails management actually gets, though, from irate customers?
This should be a model for all support organisations, no matter how large or small.