Revisiting Linux Part 1: A Look at Ubuntu 8.04
by Ryan Smith on August 26, 2009 12:00 AM EST- Posted in
- Linux
What’s the Value of Technical Support, Anyhow?
Besides patching bugs and security vulnerabilities, the other aspect of “support” is technical support; help for when things go wrong. As I mentioned earlier, Ubuntu is free, and one of the conditions of this is that there is no official technical support for Ubuntu for the user. To be fair, there are some purchasable support options for larger organizations that can afford a support contract, but for the average desktop user this isn’t accessible. So as far as we’re concerned, Ubuntu doesn’t have any official technical support.
I spent quite some time gnawing over the idea of just how valuable technical support is. I have never made a technical support call for desktop software, often because I’m capable of finding and fixing the issue myself through the magic of Google, and because calling for technical support seems to be a futile exercise in being fed canned support scripts. So many possible things can go wrong with software that the person on the other end of the line may not be able to help you, which makes me question the value of technical support for software.
Trying to come up with a resolution for this matter, I posted a poll last year in our forums to get some user feedback. The skills of the people who inhabit our forums versus those who read our site means that this poll is not a scientifically valid poll, nor is it even a fair poll; it’s greatly biased towards the techie crowd like myself. Nevertheless, I wanted to know who uses technical support when they have it.
I had theorized that the results of the poll would end up reflecting my own views, and this is exactly what happened. When our forum participants were asked if they had ever called Microsoft for technical support with Windows (excluding activation issues), out of 52 votes only 9 of those votes were a “yes” for 17.3%. Clearly out of our techie crowd, the majority of users do not use their technical support options.
Based on this, I do not believe that technical support for a software product is valuable for the people most likely to be installing Ubuntu on their own. Or in other words: So what if Ubuntu doesn’t come with technical support? It’s not like most of us would use it anyhow.
I would take the time to separate the idea that software technical support is the same as total technical support however. It becomes another matter entirely when you can get support for a complete computer from an OEM. They can support both the hardware and the software, and that means they can (probably) help you solve issues when what looks like an issue with one element is really an issue with the other.
The benchmark here is Apple since they make both their hardware and their software, which puts them a step above Dell and other PC OEMs that are a bit more separated from the software. What I’m getting at is that is that even if Ubuntu came with technical support, it would be of limited value since they cannot help you with your hardware. If you need real support, you’re better off buying a computer from an OEM who can support all that you need (although we should note that even for computers sold with Ubuntu, the OEM does not usually handle the software support…).
Finally, just to throw out an example of how useless technical support can be even when you have it, let’s take a look at Windows (we’d take a look at the Mac, but OS support is bundled with the hardware). Even for a retail copy of Windows, which Microsoft offers direct support for, you only get free technical support for 90 days after activation. After that you’re out $59 per incident. It’s effectively installation and post-installation support, not support for continuing use.
In the end, not only would technical support likely be unbeneficial for most people once they’re past the installation process, but there’s no real precedent for offering technical support on just the OS. As such while there’s no technical support for Ubuntu, it ultimately doesn’t matter because no one else provides cheap extended technical support for just their OS either.
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viciki123 - Monday, February 22, 2010 - link
I have a new website!wedding dresses uk:http://www.weddingdressonlineshop.co.uk">http://www.weddingdressonlineshop.co.ukJillian - Thursday, December 29, 2011 - link
YOu are spamer .For this, you could pick up some popular open source and proprietary (or their free equivalents) application that can run both Linux and W7. and compare the price, time and power consumption for retrieving, saving, processing, compiling, encrypting,decrypting compacting, extracting, encoding, decoding, backup, restore, nº of frames,etc, with machines in a range of different CPU and memory capacities. http://www.idresses.co.ukzerobug - Monday, February 1, 2010 - link
Regarding benchmarks and Linux-focused hardware roundups, one thing worth of consideration is that while Microsoft places strong resources on O/S development to create features that will require the end users the need to get the latest and greatest powerful hardware, Linux places their efforts in order that the end user will still be able to use their old hardware and get the best user experience while running the latest and greatest software.So,the benchmarks could compare the user experience when running popular software on Microsoft and Linux O/S's, with different powerful machines.
For this, you could pick up some popular open source and proprietary (or their free equivalents) application that can run both Linux and W7. and compare the price, time and power consumption for retrieving, saving, processing, compiling, encrypting,decrypting compacting, extracting, encoding, decoding, backup, restore, nº of frames,etc, with machines in a range of different CPU and memory capacities.
MarcusAsleep - Thursday, December 17, 2009 - link
Quick Startup: OK, Windows is fast - at first, well let's say that is if you install it yourself without all the bloatware that come standard on Windows store-bought PS's (we bought a Toshiba laptop for work with Vista that took 12 minutes after boot-up for it to respond to a click on the start menu - even on the third time booting.)Windows startup is often burdened by auto-updates from Microsoft, anti-virus, Sun-Java, Acrobat Reader, etc. etc. that slow down the computer on boot-up to where your original idea of "hey I just want to start my computer and check my email for a minute before work" can take at least 5. I can do this reliably on Linux in 1. Yes, if you know a lot about Windows, you can stop all the auto-updates and maintain them yourself but 99% of Windows users don't have time/or know how to do this.
Trouble-free: E.G. I installed Linux on a computer for my wife's parents (Mepis Linux) 7 years ago for email, pictures, games, web, letter use and haven't had to touch it since then. This is typical.
For Windows, often I have done fresh installs on trojan/virus infected computers - installed working antivirus and all Windows Updates (not to mention this process takes about 2-4 hours of updates upon updates + downloads of the proper drives from the manufacturers websites vs about 1 hour for an Ubuntu install with all updates done including any extra work for codecs and graphic drivers) - only to have to come back a couple months later to a slow again computer from users installing adware, infected games, etc.
Free: Nearly every Windows reinstall I've had to do starts with a computer loaded with MS Office, games, etc. but upon reinstall nobody has the disks for these. There is a lot of "sharing" of computer programs in the Windows world that is not very honest
With Linux, you can have the operating system plus pretty much anything else you would need, without having to cheat.
Adaptable Performance: You can get a well-performing Linux installation (LXDE Desktop) on a PIII computer with 256MB of ram. The only thing that will seem slow to an average mom/pop user would be surfing on flash loaded web pages, but with adblock on Firefox, it's not too bad. With Vista loaded on this computer, it would be annoyingly slow. You can often continue to use/re-use computer hardware with Linux for years after it would be unsuitable for Windows.
I think these features are of high value to the average user -- maybe not the average Anandtech computer user -- but the average surf/email/do homework/look at photos/play solitaire/balance my checkbook user.
Cheers!
Mark.
SwedishPenguin - Wednesday, October 28, 2009 - link
Using SMB for network performance is extremely biased. It's a proprietary Microsoft protocol, of course Microsoft is going to win that one. Use NFS, HTTP, FTP, SSH or some other open protocol for network performance benchmarking. Alot of NASes do support these, as they are Linux-based.Furthermore, using a Windows server with SMB with the argument that most consumer NAS use SMB is pretty ridiculous, these NASes are most likely going to use Samba, not native SMB, the Samba which is implemented in GNU/Linux distributions and Mac OS X, not to mention that most of the NASes that I've seen offer at least one of these protocols as an alternative.
SwedishPenguin - Wednesday, October 28, 2009 - link
The ISO thing is pretty ridiculous, creating a simple GUI in both GTK and Qt and integrating them into Gnome and KDE should be pretty damn easy, though I suppose integration with the respective virtual file systems would be in order, in which case it might get slightly more complex for those (like me) not familiar with the code. There's even a FUSE (userspace filesystem) module now, so you wouldn't even need to be root to mount it.About the command-line support, IMO that's a good thing. It's a lot easier both for the person helping and the guy needing help to write/copy-paste a few commands than it is to tell the person to click that button, then that one then another one, etc. It's also alot easier for the guy needing help to simply paste the result if it didn't help, and it makes it much easier to diagnose the problem than if the user would attempt to describe the output. And you usually get much more useful information from the command-line utilities than you do from GUIs, the GUI simplifies the information so anyone can understand it, but at the price of making debugging a hell of a lot more difficult.
nillbug - Wednesday, September 30, 2009 - link
It must be said that Ubuntu and the major Linux distributors all have 64bit O/S versions since a long time. The reason behind is to allow users to benefit from memory (+4MB) and 64bit CPUs (almost all today) gaining a better computing experience.If this article was a private work of the author to provide him an answer on whether he may or may not move to Linux, people should advise him the above mentioned. As for an article intended to be read by thousands it must be pointed out that it's conclusion is a miss lead.
In face of today's reality (and not the author reality) why did he never mentioned the 64bit Ubuntu systems? I guess he's final thoughts then would've been much more in favor of Linux.
nillbug - Wednesday, September 30, 2009 - link
It must be said that Ubuntu and the major Linux distributors all have 64bit O/S versions since a long time. The reason behind is to allow users to benefit from memory (+4MB) and 64bit CPUs (almost all today) gaining a better computing experience.If this article was a private work of the author to provide him an answer on whether he may or may not move to Linux, people should advise him the above mentioned. As for an article intended to be read by thousands it must be pointed out that it's conclusion is a miss lead.
In face of today's reality (and not the author reality) why did he never mentioned the 64bit Ubuntu systems? I guess he's final thoughts then would've been much more in favor of Linux.
seanlee - Tuesday, September 15, 2009 - link
I have read all 17 pages of comments…a lot of Linux lovers out there… and they all purposely ignore few important things that make Windows successful, which in term, makes most Linux distribution marking failures, I have used Linux on my net book and my ps3, and I absolutely hate it.1. User friendly. No, CLI is not user friendly no matter what you say; no matter what excuse you use; no matter how blind you are. NOT ONE COMPANY dare to provide their mainstream products to be CLI only, from things as simply as ATM, ipod, to things as complicate as cellphone, cars, airplane. That ought to tell you something--- CLI is not intuitive, not intuitive=sucks, so CLI = sucks. You command line fan boys are more than welcome to program punched cards, expect no one use punched cards and machine language anymore because they are counter-intuitive. Having to do CLI is a pain for average user, and having to do CLI every time to install a new program/driver is a nightmare. GUI is a big selling point, and a gapless computer-human user experience is what every software company looking to achieve.
2. There is NOTHING a Linux can do that windows cannot. On the contrary, there are a lot of things windows can do that Linux cannot. I’d like to challenge any Linux user to find engineering software alternatives on Linux, like matlab, simulink, xilinx, orcad, labview, CAD… you cannot. For people who actually user their computer for productive means (not saying typing documents are not productive, but you can type document using type writer with no CPU required whatsoever), there is nothing, again, I repeat, NOTHING that Linux can offer me.
3. Security issues. I disagree with the security issues that windows has. I can set up a vista machines, turn it on, luck it into a cage, and it will be as security as any Linux machine out there. Hell. If I bought a piece of rock, pretend it was a computer and stare it all day, it would be the most secure system known to the man-kind. Linux’s security is largely due to one of the two reasons: 1. Not popular, not enough software to support and to play with. 2. Not popular, un user-friendly. Either of them is not a good title to have. It is like you are free from the increase of the tax not because you have your business set up to write off all your expense, but because you don’t make any money thus you don’t have to pay tax.
4. There is nothing revolutionary about Linux for an average user, other than it is free. If free is your biggest selling point, you are in serious trouble. Most people, if not all, would pay for quality product than a free stuff, unless it is just as good. Obviously Ubuntu is never going to be as good as windows because they don’t have the money that MS has. So what does Ubuntu have that really makes me want to switch and take few weeks of class to understand those commands?
Be honest, people. If you only have ONE O/S to use, most of you guys will chose windows.
kensolar - Monday, October 26, 2009 - link
I hope you realize that your hated is showing so strongly that absolutely no one cares what you say.
That said, I don't know how to use a cli and have been successfully using Linux for 3 years. I found the article to be a fairly fair one even though the author is so unfamiliar with Linux/Ubuntu. As he does not use the default app's in windows, linux users don't use the defaults only in linux. K3B is far superior to Brassaro and so on. In addition, I don't think he let on very well as to the extent of the software available in the repositories (with addition repositories easy to add). Several hundred app's, 20,000 programs, even security app's and programs ranging from easy as pie to complicated. (for those of us how have a computer that is more than a rock) I personally do audio mixing, video transcoding, advanced printing....all with graphic interfaces.
BTW, I learned how to turn on a computer for the 1st time 3 1/2 years ago, I stopped using windows a little over 3 years ago and have no reason to go back. I find it too hard, limiting and frustrating to use. Plus, I can't live w/o multiple desktops, the author didn't get it yet, but once you get used to them you can't go back.
Well, I've said enough for now, can't wait for your next article.