trainwrecks

As you read this fascinating but edited-for-brevity irc log from #debian-boot, imagine yourself as a contributor to either the larger Debian project or the Debian-Installer sub-project. At what point do you begin to feel insulted?

<Chepre> can i talk to the chief of debian please. the whole project could earn some money
<minghua> Chepre: if you are serious, write email to leader@debian.org
<Chepre> thanks minghua. is there a way to get a "official" release created with all up-to-date modules, like for Intel ICH7 sATA-Controller...as long as i pay for it?
<minghua> Chepre: chances are small. the official release is a long process
<minghua> and it doesn't happen often
<minghua> the earliest date you can expect for next release is probably end of 2006
<minghua> so you would have a better chance to hire some people/company who knows debian and provide you an updated kernel
<Chepre> OMG? does debian have not enough coders or don't they have "fun" to keep it up-to-date? e.g. the intel ich7 is already very old
<Chepre> well, can i hire the debian-team?
<minghua> Chepre: well, there is no official "team", but sure, you can hire debian developers
<gravity> Chepre: The stock kernel doesn't support your device? Why not? Is the driver not in the mainline kernel tree?
<Chepre> no
<gravity> Why not?
<Chepre> its just a default Dell PowerEdge 850 with Intel ICH7 and it isn't supported
<gravity> Chepre: Well, did you send an installation report?
<Chepre> gravity: no
<gravity> Chepre: That'd be a good first step to getting your problem fixed for future releases
<minghua> Chepre: ah, then it's supported by stock kernel after all, did you say it only works for kernel > 2.6.12?
<Chepre> minghua: 2.6.8-2 doesnt support it
<minghua> Chepre: okay, so as gravity said, write an installation report so that people know your problem
<Chepre> well, we cant wait month or years for a fix
<gravity> Chepre: You can create a custom installer image with the updated kernel for your work
<Chepre> we have to install many server in the next weeks :(
<munghua> Chepre: then I'm sure if you offer enough money, some d-i people can provide an installer with a newer kernel for you
<Chepre> well, i already got an custom installer but its a bit buggy...i need a whole netinst with the same "quality" like the official releases got
<gravity> sounds you were at the right track at the beginning... though "chief of debian" is probably the wrong person to contact :-P
<gravity> You could send a mail to debian-boot I suppose, offering the work for what you need
<Chepre> well, i also need up-to-date software, not just only the installer :( so the "whole" debian-team has to stop current work and has to start creating a stable version which is newer than the current unstable
<Chepre> minghua: do you think 50k are enough to get a 3.3 as stable?
<minghua> Chepre: by "up-to-date software" you mean all the software, including desktop, web servers, and stuff?
<gravity> Chepre: You may want to check out an alternative source. HP, as I understand it, provides the kind of support you want. Progeny does as well. And Ubuntu has their own full derivative with this sort of thing
<Chepre> minghua: right, as long the software is not a beta :)
<gravity> Chepre: The whole Debian team is not the kind of project that'll do this for you
<Chepre> so the debian-team dont want to earn money?
<Chepre> gravity: i know, open source :) ... but i think the guys making a new "official" release for me whould be very happy getting up to 20.000 us$ for one month of work
<gravity> Chepre: It would violate a lot of principles and the stable release policy to do an official debian release. You could get what you need with a name other than debian though, with some of the companies I listed above
<Chepre> where is the problem? i give you the money and you give me an up-to-date release which is only for my company, not for public
<gravity> I know I'd quit the project if there was an official Debian release for cash
<minghua> and there are like what, 10,000 packages in sarge now?
<gravity> Chepre: That's what those companies are for. Debian doesn't work like that
<gravity> Chepre: If you want to talk to individual debian developers for that, you can do that too
<Chepre> hmm, ok....now i know why the d-i doesn't recognize smp or 64bit systems

Now imagine yourself as someone who is trying to install Debian on twenty thousand stock machines for work and it's not working. At what point above did you begin to feel alienated?

(Assuming that "Chepre" is not trolling,) Neither side in this exchange is particularly meaning to insult the other, both are doing what is right and obvious from their perspective. Two ships passing in the night, two trains speeding down a track, I don't know. It's a shame we can't deal better with this sort of thing. I would be truely interested to see how other free software projects deal with it differently.

The rest of this is my attempt at some analysis and is probably not very useful..

A few mistakes Chepre made:

When trying to communicate with someone, it's helpful to try to understand their motivations. Maybe these people are not highly motivated by money. Maybe spending 1% of your budget to buy the right someone a computer exhibitng the problem would be more effective.
If a coder asks if you're filed a formal report of your problem, and you haven't, and you don't understand the underlying problem and rebuff their attempts to get a grip on it, escalating the issue to upper management will not make them your friend.
Trying to pre-solve your problem by setting requirements like "it can't be a beta" and "it needs to be a 3.3 release" and "it needs to be newer than the current version" will only result in the wrong problem being solved, and smart people will not want to get involved in such a process. If you plan to hire someone to solve a problem it makes more sense to give them a broad vision of the problem to be solved, some example use cases, and let them, not you, solve the problem. That's what you're hiring them for.
Not doing basic background research. And letting it show.

A few mistakes the channel (irr-)regulars made:

Not recognising that "it will be done at the end of 2006" is not an answer a user wants to hear, and not pointing out alternatives such as last month's beta release or today's daily build.
Assuming that when a user asks for a release, they necessarily want what we consider a "stable release". Perhaps they want a release that has some form of support and is free of showstopper bugs; what Debian terms "stable" is not the only release that necessarily has those characteristics, depending on how it will be used. (In other words, holy penguin pee (aka "official") might be more plentiful, and more symbolic, than you think.)
Not pointing Chepre to the Debian consultants page. (Minor, but it's possibly the best place to have mentioned.)
Getting offended. And letting it show.