Thanks to BR for this
link.
“Diary of a call for help”
“Ramon (not his real name) waited two weeks for support from Red
Hat before rewriting his BIOS to solve the problem. Who do you
think helped Ramon in the end? Find out as you read this diary of a
call to Red Hat support.”
“Ramon Fernandez (an assumed name to protect the victim’s true
identity), and others like him, are important. Though not yet Linux
users, they are Linux shoppers. They are much too important to be
sold a copy of Linux that includes tech support, only to be ignored
when they try to use it.”