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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amrs - Saturday, September 26, 2009 - link
Your ignorance and stupidity is showing here. No engineering software for Linux? Hello? Matlab is available, Simulink is available, Labview the same. Xilinx and Altera have supported Linux for a long time and so do the smaller FPGA houses like Lattice and Actel. Mentor Graphics too. Orcad is the only one you mentioned that isn't available on Linux, but Cadence does support Linux with their Allegro product and so does Mentor Graphics with PADS and Board Station and Expedition.MadIgor - Thursday, September 24, 2009 - link
I have to disagree. You are NOT talking abut average Joe/Jane. I think that even the article author is kind of biased towards enthusiast user. Ubuntu actualy completes all needs of average Joe/Jane user, you can browse www, you can do email/scheduling, you can play games (easy non enthusiast games), you can DL pictures from your camera and edit them, you can even playback mp3/CD and video, do basic office work, all out of the box. The gnom learning curve for PC beginners is much shorter then with windows. Most of the average Joes/Janes dont install aps or peripherals by themselfs, belive me I had to install it for them many many times on Win systems (the best is "installing" digital camera: plug one wire end in camera, other in PC). Yes I agree that installing Ubuntu so that ALL is runing right may be pain in the ass, but average Joe/Jane naever install their system (not Win, nor MacOS), but when they get the PC with preinstalled Ubuntu you are done. With windows you have to worry that they will "bother" you every few months with non working system. Yes it might be nice source of income for PC technician, but not always welcome as reliability advertising (for customer to come).I did some instalation of Ubuntu to my customers mostly as a "safe" web/mail PC, they all where used to windows platform already, after one week of using Ubuntu even the hardest critisizer where comfy to use Ubuntu (some even asked me to install it on their home PCs), The most "problem" was: that no one can read our "excel" files. So I showed them that it has to be saved with .xls extension and voila, no more problems. I was NEVER asked for any CAD system, nor MATHLAB, not even Graphics apps, all what they used in offie was already there! Then there are home users, only complaint was that thay had windows at work, but after few houres all was fine, only kids had problems that they cannot play enthusiast games on it. My wife is running Ubuntu for three years now, with no problem. When my 62 year old mother asked me for a computer I brought her a notebook with Ubuntu, had no time to explain it comming next mornig. My mom never used a computer before (ok shooting ships on my ATARI doesnt count), next mornig I came there, she was already browsing. I asked her how did she do that and she said its easy, tap the aplications then internet and one of the apps was "internet". She even installed the snake game, Isaid how did you do that, she said in aplications section is install new aplication, then she clicked on games and then she piscked what she tought would be the game for her and then install, whas that wrong? she asked, I said NO, its right.
BTW no one knows that they can use CLI or that there is some terminal window in Ubuntu. They are average Joes/Janes.
Not everyone is an enthusisat with PC full of stuff that, and be honest, you dont use on dayli base.
The truth is that Ubuntu will not be a succesfull system for enthusiast or high level profesionals until big software houses (Adobe, hallo!) and game producers will not start to port software for Linux. But that is not fault of Ubuntu or linux and again we are not talking here about majority of users (I mean Joes/Janes).
fazer150 - Friday, September 4, 2009 - link
All folks who think Linux is hard. Have you tried PCLinuxOS? this is easier to install, use than Windows XP, 2003 and Vista period.there is no Windows hatred here, but you have to try that before you complain.
I have access to all Windows OS at work including the latest Win 7 RC but i find PCLinuxOS easy to setup and use. Needs no special admin skills every config is GUI driven.
Linux has come a long way from where it was 5 years ago!
Cynicist - Sunday, September 6, 2009 - link
There are two things I'd like to comment on that bothered me about this article. Firstly, most regular users do not use LTS, the software is just too old and the latest releases of Ubuntu are quite stable. LTS is mostly guaranteed stability for corporate environments.Second, this package manager hatred is based on this flawed idea that no packages exist outside of the official repositories. A simple google search for deb packages leads to GetDeb.net, a website dedicated to providing up to date packages of all kinds of software specifically for Ubuntu. Google search too hard you say? But its even less difficult to find packages because many project sites (such as wine, featured in this article) include multiple packages for various distributions and even PACKAGE TYPES.
Overall not a bad article. The author definitely knows technology and I'm grateful for that, but he did not seem to do much research on the actual community itself or the Linux Way of doing things. These are minor issues which will resolve themselves with time and I'm looking forward to seeing more linux articles on this site in the future.
cliffa3 - Thursday, September 3, 2009 - link
I was concerned as well with the constant releases...until I upgraded the first time. I had set aside the better part of an evening because I was *sure* there were going to be plenty of headaches. I've done three such version upgrades now and am happy (not to mention shocked) to report that it's literally a one click upgrade. Simply amazing. I'm sure something will get mucked up in the future with one of the version upgrades for me...but for now all has gone amazingly smooth.That being the case, I have to disagree with you on the "they release too often" point. I understand it's a pain to sift through all the search results on the forums, but I also have found some older threads (sometime 3 versions back) that the same fixes work for my issue. I agree they need to tag posts with version info...that would make it far easier. Also, there's far more useful information in the (versionally-diluted) forums than I've found for any other piece of software or OS I've used. I almost don't cringe when I have a problem or issue now because I'm quite confident I can find the information without too much digging.
I'd encourage you to upgrade versions from your current install (don't wipe) and comment on how the process goes. Maybe I've just had an extremely easy (and lucky) go of things with no problems...it'll be interesting to read your experiences. Honestly with how easy my upgrades have been, I look forward to new releases (but still give them a few weeks before upgrading...just to see the comments from other users).
Mem - Wednesday, September 2, 2009 - link
Very good read as usual,personally I like to see Kubuntu reviewed at some point(I hear Kubuntu 9.10 is due in Oct) ,as you know its the KDE version,also Gnome and KDE compared would be interesting.I think the main problem for new Linux users is which one to go with,sure they are all free but it can be confusing and time consuming to try them all,some are more noob friendly then others like Ubuntu/Mint.
lishi - Wednesday, September 2, 2009 - link
Since you spend so many time dealing with the windows its worth pointing that compiz is actually much more powerful then what you wrote.Install the package ccsm-simple for more option.(like different application selector, different windows animations etc).
Or install ccsm for the complete configuration tools. Given most of them are eye-candy there some who can improve the desktop experience.
sethk - Tuesday, September 1, 2009 - link
In this sentence:"It’s undoubtedly a smart choice, because if Ubuntu wiped out Windows like Windows does Ubuntu, it would be neigh impossible to get anyone to try it out since “try out” and “make it so you can’t boot Windows” are mutually incompatible"
The more common phrase is 'nigh on impossible' (as in close to impossible) or you could say it's nigh-impossible. Definitely not neigh. Sorry to point out grammar issues, but this is a pet peeve, right along with pique being spelt peak or peek (as in pique my interest).
v8envy - Tuesday, September 1, 2009 - link
I've been a 100% Linux desktop (Ubuntu 9.04) user at home ever since I bought my last i7 920. Gaming, multimedia, web -- everything a typical desktop user does under Windows. The inconvenience of migrating an existing Windows install & re-activation outweighed the convenience using Linux which simply booted and worked on the new hardware.Yes, there are times where you must fire up Google and search for solutions, some of which are commands to be pasted into a terminal window. Yes, sometimes you need to upgrade software packages (Wine is horribly out of date for instance).
On the other hand, with Windows you get apprximately 1,337 updaters which run on startup, virus checkers, malware checkers, browser parasite checkers, firewalls, DRM and misc layers of barnacles which accumulate the longer you use the system. Thankfully the gathering of cruft is not a bane on the typical Linux system yet.
Try 9.04 and see if it is more to your liking. LTS means nothing when most open source problems are "supported" by simply upgrading to the latest software.
trexpesto - Monday, August 31, 2009 - link
"linux" is "niche" spelled inside out and backwards..in rot13.