Hmm thats weird, cause I have been interacting with Sun for the last 10 years and I can count on one hand the times I felt the service was less than adequate. I sure can not say the same for RH when I have called for support. Sure you can find all you need online for RH, but if it is a complex issue, then you'll be searching the web for a while. That I do not like.
I call Sun, tell them XYZ is messed up, or whatever else, they open a case and assign it. The system works for me.
Supportdesk knowledge, their tier1 is like every other companies tier1 support desk, they query a DB for answers, if they can not fix it, then it gets passed on.
The website, I guess I'm just use to it, cause if they ever changed it then I would be mad, I guess I just understand the method of their madness in regards to their site. There is so much data there for the taking!!
Everyone has their own views on different hardware/software, that is was makes it interesting, there is no one company and/or product that is totally better than another. Well that is my opinion, but of course I will always favor running Solaris over any Linux distro.