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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Guspaz - Wednesday, August 26, 2009 - link
"Not that it would necessarily be of much use, the last time I saw any statistics for instant messaging network usage, the vast majority of North American users were on AOL’s AIM network."IM use is highly regionalized. As such, AIM is clearly the dominant IM in the USA. However, Canada is dominated by MSN Messenger, and has been for many years (most of us migrated from ICQ to MSN around the release of Windows XP, I believe, due to the bundling of then Windows Messenger).
So, if Canada is dominated by MSN, while I can't speak for Mexico, it's misleading to claim that "the vast majority of North American users". As a Canadian, I can't think of anybody I know in person that uses AIM. They all use MSN or Google Talk without exception.
Aclough - Wednesday, August 26, 2009 - link
For myself, the thing that most bugs me when I have to go back to Windows is all the missing features from the window manager. I've come to rely on having multiple workspaces on my desktop, but I can adjust to having just one fairly easily when I'm not working on a lot of different stuff at once. What really bugs me, though, is how much more effort it takes to move or resize windows in Windows. On Linux I can press ALT and then click anywhere on the window, but with Windows I have to carefully click the title bar or the very edge of the window and that takes a noticeably longer time once you're used to doing things differently.Oh, and I find that the Linux scheduler seems to be noticeably better than the Windows one in preserving responsiveness when the system is under load.
fumacapena - Wednesday, August 26, 2009 - link
Great article!How about some benchmarks of "minimal" distros (like Puppy, Tine Core, ...)??
I like the idea of "ressurect" an old PC, but I would like to see benchmarks in Quad Cores, i7 too!
Anandtech is great, Bench(beta) is awesome!!
(sorry by bad english)
Thanks
InGraphite - Wednesday, August 26, 2009 - link
A few months ago most major trackers unbanned Transmission, but it still doesn't seem to be universally accepted on private trackers.I remember offhand (I could be wrong) that the main gripe was due to the fact it made excessive queries and thus flooded trackers with requests, or had the ability to.
chomlee - Wednesday, August 26, 2009 - link
I think you really need to mention the big picture here.I myself just tried Ubuntu for the first time 2 months ago and although I will admit that I have spent up to 8 hours trying to figure out how to install a specific program (before I found out there was a way to get the package manager to find the install), and I wanted to smash my computer at times. Now that I have learned quite a bit more, I realized that the few things I have installed worked great and flawlessly.
Anyhow back to the big picture. I can understand some of your concerns with how the OS will work with specific programs but what I have found is that most people I know use their computers for 2 things email and web browsing. Most of these people are constantly having problems with the system running too slow and cant seem to get rid of hidden viruses/malware. So I think that those people could easily be much happier with a simple OS like Ubuntu just for email and web browsing (And I would get a heck of alot of less calls from my dad asking my why his computer is running too slow). Lets also not forget that everything is moving to be browser compatible (like you mentioned).
Also, for people like myself, I use my Ubuntu system for a file server as well as a media center (XBMC is Awesome).
So, yes, for burning DVDs/CDs/Playing Games/Microsoft Office, I see no reason why you wouldn't use windows, but I think 95% of the users would be perfectly fine with ubuntu which is something that Mr Bill would not be very happy about when the public realizes this.
Keno - Thursday, August 27, 2009 - link
I think you have missed one small but important part.I am Ubuntu user since 8.04. I came to Linux because of the constant treat of viruses.
Last month I have installed 7 and it is very user friendly and I think it is very user frinedly but after Avira Antivir got crashed by virus I installed Kaspersky INternet security 2010. then it took almost twice as long to boot. Then I gladly returned to Ubuntu 9.04. Because MIcrosoft can not exist without Antivirus I think you should do some real benchmarking and test windows WITH Antivirus.
On Ubuntu I have ClamWin just in case i get some files from Windows users:)
Thanks
ioannis - Wednesday, August 26, 2009 - link
just wanted to point out that you can install software under the LiveCD. Of course it does not install on the hard drive. It remains on a ram-drive, so when you reboot, it's gone. It's still useful, if you wish to test out some package or perform some task with a tool not installed by default on the LiveCDstrikeback03 - Wednesday, August 26, 2009 - link
Even more useful (and not mentioned) is that Ubuntu can easily run off a flash drive, and more recent versions even include a GUI tool for installing it to one. Then all installs and other changes are saved from session to session, and everything runs much more quickly than the LiveCD.Mr Pearce - Wednesday, August 26, 2009 - link
It would be great if you could do more articles on compiler and especially driver performance differences. That was the most interesting part of this article.Ryan Smith - Wednesday, August 26, 2009 - link
This is what Part 2 will look at. I can compile some stuff by hand to see if it closes the Windows/Ubuntu gap, and I have plenty of video cards on hand to test what I can when it comes to graphics.