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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brennans - Sunday, August 30, 2009 - link
I use both XP64 and Hardy (Ubuntu 8.04).I am also a power user.
Both these operating systems have pros and cons.
Cons for XP64:
1. It does not recognize my hardware properly.
2. Finding 64 bit drivers was/is a mission.
Cons for Hardy:
1. It does not plug and play with my hardware (i have to compile the drivers).
2. Not as user friendly as windows.
Pros for XP64:
1. Windowing system is super fast.
2. User friendly.
Pros for Hardy:
1. Recognizes my hardware.
2. Command line tools are awesome.
Conclusion:
I think that the article was good.
I am one of those people who has always had problems installing windows straight out of the box and thus find that paying a large amount of money for their buggy OS is unacceptable.
I can get a lot of stuff done with Hardy and it is free and if I find a problem with it I can potentially fix that problem.
I also find it unacceptable that manufacturers do not write software (drivers or application software for their devices) for Linux.
For me, it is difficult to live without both XP64 and Hardy.
ciukacz - Sunday, August 30, 2009 - link
http://www.iozone.org/">http://www.iozone.org/JJWV - Sunday, August 30, 2009 - link
How can people use something like Aero and its Linux or OSX equivalents (that pre-dates it if I am not mistaken) ? The noise is just hiding the information. Transparency is one issue, another are those icons that are more like pictures : one looses the instant recognition. With Aero knowing which is the active window is not something obvious, you have to look at small details. The title of the window is surrounded by mist making it more difficult to read. Even with XP the colour gradient in a title bar is just noise : there is no information conveyed by it.The OS GUIs are more and more looking like those weird media players, with an image of rotary button that is to be manipulated like a slide button.
The evolution of all applications to a web interface reminds me of the prehistory of personal computers : each program has its own interface.
The MS Office Ribbon UI is just in the same vein: more than 20 icons on each tab. The icon interface is based on instant recognition and comprehension, when you have so many it turns into a mnemonics exercise. And of course with MS one does not have a choice : you just have to adapt to the program. An end user is only there to be of service to the programs ;-)
If i want to look at a beautiful image I will do it, but the when I want to write an letter or update a database all those ultra kitsch visual effects are just annoying.
As a summary the noise is killing the information and thus the usability.
Ronald Pottol - Saturday, August 29, 2009 - link
The thing with windows has been seen before, back in the win 3.1-OS/2 days it was found that while one instance of excel didn't run any faster under OS/2, two in separate VMs (ok, not technically the same thing) ran in about the same time as one on windows.I like the package management, and hate when I have to install something that doesn't support it, it means I have to worry about updates all my self. If they have one, they I get updates every time I check for Ubuntu updates, very handy. Nice to get the nightly Google Chrome builds, for instance (still alpha/very beta).
Frankly, supporting binary kernel drivers would be insane. Now they are stuck supporting code they cannot look at and cannot fix, they cannot fix their mistakes (or are stuck emulating them forever). If they supported them, there would be even more of them, and when they wanted to fix something broken or that was a bad idea, they would have to wait a reasonable amount of time before doing it, so it would be supported. Frankly, I don't see why people don't have automated frameworks for doing this and automated deb/rpm repository generation. I add their repository, when I get a kernel update, perhaps it is held up a day for their system to automatically build a new version, but then it all installs, instead, I am stuck with having to run a very old kernel, or not having 3D on my laptop, for instance.
cesarc - Sunday, August 30, 2009 - link
I found this article very interesting, because is oriented to windows user and is helpful to them because you just didn't die trying it.But you can't blame ubuntu (or any distro), about the pain in the ass a video card's drive could be to install, blame ati and nvidia for been lazy, and if using wine for playing games is not as good as playing in windows blame games company for don't release a GNU/linux version.
Also, the thing about why GNU/linux overpass windows in file management is because ntfs is a BAD file system, maybe if windows somehow could run under ext3 would be even better than it is.
And why your negligence to use a console (stop saying cli please), you are not opening your mind trying to use GNU/linux as a windows just because it is not windows is a completely different os. Look from this point of view... something that you can do in windows with 5 clicks maybe you can do it in GNU/linux in just one line of bash code. So, sometimes you will use GUI and others you will use console and you will find that having this options is very comfortable. So start using the console and do the same article a year later.
I hope some day have a paid version of GNU/linux (still open source), that could pay salaries to programers to fix specific issues in the OS.
In the other hand, when you do the IT benchmark is very disappointing that you don't use linux with those beautiful Xeons. Servers environment is were GNU/linux get stronger. And Xeons with windows are just toys compared with unix on sparcs or power architectures.
PS: try to get 450 days of uptime in a windows 2003.
rkerns - Saturday, August 29, 2009 - link
Ryan,Thanks for your good work.
Many people considering linux are still on dial-up. These are often folks with lesser expertise who just want to get connected and use their computer in basic ways. But getting connected with dial-up is something of an adventure with many distros and/or versions. Ubuntu 9.04 has moved away from easy dial-up, but Mint7KDE includes KPPP for simple dial-up connection. Mint7KDE has other nice features as well.
I am asking you to expand your current picture of the landscape to include people who want to use linux with a dial-up connection. This of course would have to include a brief discussion of 1) appropriate modems and 2) distro differences. Thanks,
r kerns
William Gaatjes - Saturday, August 29, 2009 - link
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lgude - Saturday, August 29, 2009 - link
Really glad to find this in depth article after all this time. Thank you Ryan. I too have run Ubuntu as my main OS even though most of my experience is in Windows and have had similar experiences. Because this was a very long article it got into detail about things like the Package Manager or the multiple desktops that I have not seen discussed elsewhere from a user perspective. As someone else pointed out it is moot what people would like or complain about if they were moving from Linux to Windows or OSX, but imagine for a moment if they were used to getting the OS and all their apps updated in one hit and were asked to do it one app at a time and expected to pay for the privilege!If you go on with the Linux series I'd like to see discussion of the upcoming Ubuntu and other distros - I've been impressed with SUSE. I'd also like to see projects on how to build a Linux server and HTPC - including choice of distro and the kind of hardware needed. I'm less sure of where benchmarking is really useful - the tradition of detailed benchmarking at AT arose from the interest in overclocking and gaming which I think is a much lesser consideration in Linux. More relevant might be comparisons of netbook specific distros or how to work out if that old P4 will do as a home server. There is a lot of buzz in the tech world about things like Symbion, Chrome OS, Moblin, Maemo on portable devices that could possibly draw new readers to the Linux tab at AT. A great start in any case.
jmvaughn - Saturday, August 29, 2009 - link
I just wanted to say thank you to the author for a very thorough article. After reading it, I decided to use Ubuntu for a PC I'm building out of spare parts for a retired friend who's on fixed income. My friend just uses web, e-mail, and some word processing, so this will be perfect.The article gave me a good idea of what to expect -- a good honest appraisal with all the good and bad. After installing Ubuntu 9.0.4, I am very impressed. The install was very quick, and easier than XP. Everything is quite snappy, even though it's running on a AMD 3800+ single core processor and an old hard drive.
xchrissypoox - Saturday, August 29, 2009 - link
I only skimmed the article (I saw the part on gaming being poor), I'd like to see a comparison of several games using the same hardware on windows and linux (results given in fps). If this has been mentioned sorry and good day.