Okay, but if you lift that barrier there is still a major fundamental problem: the people in customer support don't know how to code. The few people in customer support I've known who knew how to code changed jobs on fairly short order.
The fact is, even in the bazaar model where the barrier is low, when does customer support make code changes? I'm talking here about instances where customer support for open-source projects exists.
The fact is, even in the bazaar model where the barrier is low, when does customer support make code changes? I'm talking here about instances where customer support for open-source projects exists.