In the past two years I have used HP support about 5 times.
Sometimes they are fantastic. Once I noticed that the debugger gets stuck when a method or property from a class is in the debugger. Sure enough we could duplicate the problem. HP Development worked with me to make a patch and test it. Wow! I was so impressed.
Sometimes I put in a ticket. They call back after hours and leave a message without a return phone number. I update the ticket and e-mail back. Then nothing happens. No call. No e-mail. Maybe they updated the ticket. I can go check, but I should have been notified of it.
Do others find this inconsistency as well?
This observation is my own and may not reflect the view of my clients.
In my personal experience, support was excellent back when it was owned by Mercury. HP's support was not as responsive. Have always gotten better and faster support from the community. Which is why I see the argument against Selenium not having professional support being a lame duck.
I think that I have better luck with the community when it has to do with coding and techniques. HP support seems to know what patches to use and what is missing from my machine. Also they have the advantage that they do a webex and can see what the situation is.
I have had a case where I was using shareware on a project. I was the only one with the issue. The community of users was not as large as Selenium or HP. There was no one with responsibility that I could go to. It was one of the main reasons that the project ended early for me. I am a little bit frighteded of shareware because there may not be accountability. But it would not stop me from using Selenium or other shareware. On the positive side of shareware, I see that the people have their heart in it. They are involved to jointly find a good solution and to work together.
HP Support and I finally connected by phone and webex. They knew what to do. I was missing an add in for AJAX. I get annoyed when it takes them a few days to reach me. Once they do, they stay on top of the issue and work with me.