Understand that all generalities have both counter arguments and some truth.
Look, the Support model for truly OSS is very competitive. If your not damn good people drop you quick, in closed source your the only game in town, or one of a very small and exclusive group. Some closed source support is excellent some is not. With OSS support if your not excellent you die very very quickly.
Why would he want an OSS CRM system anyway? maybe the system he is using is the best for his needs. maybe the cost model makes it worth while. Most of the OSS Projects that are active and long lived are truly excellent. Look at apache as an example.
None of the above addresses his issue. His issue was why would none of the support teams for this supposedly OSS program only commit to do projects for the non-OSS version.... to me that seems like a classic bait and switch type activity.
-jeff
Term, holidays, term, holidays, till we leave school, and then work, work, work till we die. -- C.S. Lewis