There have been many whispers and flat out rants in the blogosphere about Dell’s lack of advertising, support and passion for the Ubuntu systems that they are selling. This could actually hurt the Dell initiative.
The latest outburst in the Ubuntu community shows that many open source advocates are just not thinking straight business sense. The purchaser in question was trying to buy from the business division of Dell so that he could get a tax deduction. Of course, the Ubuntu Dells are not yet sold under the business section, because the business division has a completely separate support system.
Dell does sell business workstations loaded with Redhat or Suse, because these are what are normally purchased by companies. Ubuntu, like it or not, is not a Enterprise Distribution, even if it is the best consumer Distro. So if these antagonistic supporters of Ubuntu would have thought out the business behind the problem, possibly this embarrassing temper tantrum could have been avoided.
This same advice goes for most other criticism of the Ubuntu Dells. Think about it from a business perspective. Not enough models and choice? Think about it. this just adds complexity to a rather small initiative that is still feeling and groping to find if Ubuntu is a viable option. No Ubuntu in other countries? Are all companies international? Why not? Because its harder! Think of the Ubuntu US offer as a pilot movement. If it pays off in the US, I’m sure other countries will get the option.
In other words, think business before ranting. If you SUPPORT Dell in this pioneering initiative, they are far more likely to do the things you want than if you defame and take business away from them.
As always, feel free to flame/leave comments in the comments section 
June 21, 2007 at 4:40 pm
Steve
wow…thank you for the thoughtful post!! Perhaps I might even add a little more commentary that is consistent with the points you make?
The Ubuntu Dell’s are very much a response to the Linux consumer enthusiast market, and what we heard on IdeaStorm. More than a response, this is also a market deserving to be deserved, customers who told us what they wanted and an opportunity for us to lead. We will see how it develops. You are correct in your perspective on this
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You are also correct to state that these Dell’s are not for the business market where Dell has offered its n-series and other Linux options for some time. Also, yesterday’s dust up over the business versus consumer offering, I want you to know, we have contacted the customer in the hopes of remedying the situation.
Right now, today, we do not see the Ubuntu-Dell machines being part of the current mainstream PC market. However, for the computer enthusiast…..who is most likely the person to use (or switch to) Ubuntu, Dell is doing a lot…and more than anyone else (I am biased of course
Lets look at marketing and promotion, for just a second. I think we have done some pretty significant things supporting the Ubuntu Dell offering. For example, it has been featured on the front page of Dell.com; the video on StudioDell about using Ubuntu is (by all reports) being well received in terms of an educational tool. Michael Dell’s own use of the Ubuntu and our talking about it demonstrates leadership…for sure on Michael’s part. Check out several of the educational and informative posts on Direct2Dell, including a feature next week, or even the new Dell community forums that have been established for the Linux-Ubuntu community. All of this goes to show that in terms of Linux and Ubuntu to date, the most effective channel of communication is direct via digital media….its why we have stayed close to it throughout this discussion
Thanks, also for pointing out, that we are a business. And, we are a business whose leadership is at the front of the market on Linux. The Internet and web based communication allow Dell & the Linux community to get the word out. It is this community that is most likely to consider Dell’s new Linux options. Mass Advertising is just not the right way to go….today.
Based upon the success (or failure) of this program we can determine if there is a shift in the market over time that Dell could reach by mass advertising. But today demand for Linux comes at us in a specific way and from a core community. Mass advertising is not where our Linux options are receiving consideration and it is not effective for the marketplace we are talking about.
Therefore, our market outreach focuses on reaching the market where it is today.
We are proud of our response to customers and the speed with which we brought the Ubuntu offerings to market. We continue to work on some the issues we have talked about. We are proud to be the first to market with this offering and hope today’s computer enthusiast will take a look at what we offer and what makes us different
Thanks again for your perspective.
June 23, 2007 at 6:28 am
Either Dell really wants to sell Ubuntu compatible systems or they do not.
Have you stopped to consider that PERHAPS Dell does not want to sell Ubuntu but felt compelled to swallow their own “what do you want” pill? Can you see that it is possible to use Dell (potential failures with Ubuntu) to discredit open software.
Either Dell is just getting started or they are not. Think about it. If they are phasing in Ubuntu(compatibility) then they should get on with it.
Have you stopped to consider that Dell is responsible for determining what people want and providing it and even if it is a different model? If Dell doesn’t, someone will. I reject the notion that it is up to us. It is up to Dell to answer demand and answer it in the manner a paying customer (base) wishes. Even if it is that different model.
Do you understand, that it is a fully known and Ubuntu compatible (open) HARDWARE system that is needed. Then pre-installing software is incidental. Extra costly support options are just that.
The HARDWARE should retain a good and equal warranty no manner the software. Else you are buying cheap crap with no incentive for real quality and reliability.
The real issue is how much less is the apples to apples HARDWARE without MS Windows. So far, on the desktop system, it seems to be about $80, which is a good start.
Whether Dell is committed to providing a system (all systems) without Microsoft only devices is yet to be decided.
Personally, I will only buy systems that will take Windows OR Ubuntu. Why would you do otherwise?
June 23, 2007 at 8:56 am
I’ve been a Linux user for a little over a year now. I use Debian and, occasionally, Ubuntu.
I have some personal observations:
1> I Dell’s move with Ubuntu is a wonderful move on their part. They are very clear on their site about what the machines are and aren’t and what Linux is and isn’t. I’m plan to get a laptop in the next few months.
2> There are a lot of whiners in the Linux community, They’re probably the vocal minority but it’s tiring to listen to all of their paranoid whining and complaining.
3> Journalists are finding reasons for the project to fail and every negative thing they can grasp. Is it coincidental the quality of journalism decreased with outlawing dueling?
June 23, 2007 at 9:04 am
Maybe I’m blind, but:
http://www.dell.com/ since I’m from italy, it brings to the italian page. So then I choose “international site” that seems to be for US (”you are here: USA” on top of the page), where I’m expecting to find Ubuntu PC.
I choose “Solutions for Home & Home Office” and I’m now in this page:
http://www.dell.com/content/default.aspx?c=us&cs=19&l=en&s=dhs
where there is NOTHING about GNU/Linux or Ubuntu…
I’ve foun that there is a small link labeled “Open Source PC”, sigh! And I noticed only after visiting the site the second time, carefully reading all links to write this “rant” post, did not noticed the first time, while I saw Windows Vista and Windows XP links.
How can you think that this is a good promotion? You should at least:
- Put a pinguin icon near the link (and maybe add also Windows icons in the Windows links)
- Put a “banner” with some attention-capturing graphics and labels, that then will link to the Ubunut line pc page
*That* would be a good start, on my opinion. Current situation is really discouraging. I really apreciate Dell for starting selling Ubuntu PC, but really has to show that it belives in it. I’m not asking Dell to abandon Windows for GNU/Linux, but to make this option a real option also for casual user, not only for the ones that already know and are there to find Ubunut PC (I had to use the “search” dialog the first time to find them… sigh).
So… Thanks Dell, but please don’t be shy!
June 23, 2007 at 12:07 pm
richardatdell,
Thank you for you comprehensive and informative post. I, for one, and thrilled that Dell is offering Ubuntu as an option, and I am currently saving up for a new widescreen Dell laptop. Having jumped through the laptop hardware support hoops many times with Linux, I welcome an offering that “just works”.
Regards,
JDR
June 23, 2007 at 1:07 pm
Being that I’m not a Gnome fan, I’d prefer to have Kubuntu installed in my machine. I’ve always liked the way that KDE handles things.
I’m not simply just a one Linux version freak. I’ll take what is trouble, and fully operational. To me, it doesn’t have to be Ubuntu, or Kubuntu. It could just as well be Mandriva, or whatnot.
I’m also glad to see that Dell has finally capitulated and is now selling AMD chips. Intel seems to be dragging it’s feet in providing 64 bit chips, so that’s where AMD comes in. Buy a 64 bit machine now, and be ready for the future.
What I’m not updated to yet, is if Dell stopped using foreign service representatives. Boy, I sure got my share not-so-understandable accents, and frequent hangups when they panicked and couldn’t handle the job. One had me dismantle my network, and then hung up on me, leaving my system in total dis-array. It’s made me think three times before deciding to buy another system from Dell again.
My other rant: I don’t know if Dell still does this, but the system that I purchased, Dell was using the very expensive type of memory. I found it hard to get, and not affordable. Still today, I’m still deficient in the amount of computer RAM that I could use.
One good point, the Dell desktop system is still running after a few years of running it.
June 23, 2007 at 1:31 pm
Much of the current problem is the Dell structure. Users of Dell.com do not need or want to know anything about the internal workings of Dell. They need to find a product and buy it. This stuff about home/office/small/large is irrelevant to the user who knows what he wants but cannot find it if it is not in his field of view.
From a business perspective, unifying the interface must have some economical advantages like eliminating duplications.
I find the site very frustrating. If I am looking for a dual-opteron server for a school, should I look in small, large or education? I am not even a business but a school… I have no idea where the product is sold or whether they sell it at all without looking in three places. Search I find useless. When I search for dual opteron server I find the Dell chips. I have to scroll down to find a server.
June 23, 2007 at 2:50 pm
It is summer time, usually PC manufactures, even media giants run test campaigns during thwe summer. Yea, this is a test the waters campaign. And yes they might push it more in August, right before Christmas sales, but it matters now if sales show that it’s worth persuing this further! Those out thier looking for a new PC, show them you want this! buy it now, or this may become another side show left in the dust! If it doesn’t improve their green, they don’t pursue this further!! All I say is “Do it… Do it, Do it…”
June 23, 2007 at 5:41 pm
“Ubuntu, like it or not, is not a Enterprise Distribution, even if it is the best consumer Distro.”
This would be an extremely good argument, *if* Dell didn’t offer Windows Vista Home Basic on their small business PCs and laptops (see http://www.dell.com/content/products/features.aspx/inspn_1501?c=us&cs=04&l=en&s=bsd&~ck=FamCustom for an example).
For small businesses, there is no reason why Ubuntu would not be a perfectly fine desktop. I should know, as I use it for two desktops at my place of work (a small business).
Alan
June 23, 2007 at 6:02 pm
I fully agree with both the richardatdell and nosrednaekim.
I don’t think that the Linux community is doing itself any favours by expecting unreasonable (not profitable for a business) actions from Dell.
As far as I am concerned I will definitely buy a Dell laptop as soon as:
1. I need a new one (may take a while as I bought a new laptop from a small Ubuntu installing vendor in the UK, once I realised the initial offerings where only going to be available in the US).
2. Dell sells Ubuntu laptops in the UK.
The good news is that, while it is the minority that are vocal usually, it is the silent majority that are most likely to actually open their wallets.
Hopefully we won’t have to wait too long in Europe and I am sure that the machines will sell comparatively better in the EU than the US, as Linux has a higher penetration rate here.
BTW in a couple of months I may be buying c. 10 laptops for my business and would love to make them Ubuntu Dells.
June 23, 2007 at 6:09 pm
Ooops, I forgot to add.
It VERY important that people who don’t want Microsoft Windows don’t pay for it!!!
This is the case even if the machines that they end up buying cost the same or slightly more than available Windows machines.
If Linux users show themselves happy to buy computers with Windows on them, then that is exactly what big businesses will make them do. While at the same time not making any effort to ensure that hardware in the computers actually works with Linux or has open source drivers.
June 23, 2007 at 6:47 pm
nice response richard@dell
June 23, 2007 at 8:05 pm
@markit
I agree with you–to an extent. Dell could be doing more to advertise that they have linux. But then again, who are they advertising too if they put it right on their website? The average window user? I don’t think you want that kind of person being your beta tester for this initiative. No, they are relying on viral marketing via the Linux community to convince Linux, and non-linux users with linux-using friends, to buy these computer. If these customers are satisfied, then the viral marketing continues. if not, you didn’t waste any money. Again, IANABM but its all about business, how much money is Dell willing to spend to see if this idea works? Not more then they are expecting to make. Its your job to show them that they can make more money off of this, and hence put more into advertising.
June 23, 2007 at 11:03 pm
What I like about the fact that Dell is selling boxes with Ubuntu pre-installed is that I know that the machine’s hardware supports Linux. But beyond that I don’t care much for this, and I don’t think the majority of the Linux community does either. Here are some reasons:
1. I normally like to build my own machines so that I get exactly the hardware I want.
2. Most Linux users have a favorite distribution, one that works for them. In my case that would be Debian (although I’m beginning to drift back more and more into BSD-land again). Also, I care neither for Gnome nor KDE.
3. Even if the machine did come with Debian pre-installed would the hard-disk be partitioned according to my preferences? Would the system be set up *exactly* the way I wanted it? Probably no in both cases. So I would have to zap it just to install it again.
I believe that I am quite representative of a typical Linux user. We normally like to install things ourselves. Maybe Windows users don’t know how to install an operating system (I have never asked one), but I cannot imagine a Linux user who finds this a hurdle.
Since we’re on the topic of business, I wonder how viable Linux will feel to Dell when they start getting 1,000,000,000 support calls a day from the new generation Linux users about “Rhythmbox/Banshee won’t play my MP3s”, I cannot watch my DVDs in Totem. After all, if they can’t go through a simple installation procedure, chances are they can’t use Google either.
It would therefore be really nice if Dell or any other company could provide machines without *any* operating system pre-installed. Instead they could “certify” (for a lack of a better word) the machine for different operating systems: this computer can run Linux, *BSD, Solaris, etc.
@Earl Violet: I agree fully about there being too many whiners in the Linux community. I wish sections of the Linux community could take a hint from the BSD community and focus on Linux instead of fighting imagined demons.
June 24, 2007 at 8:22 am
@nosrednaekim (in the reply to me)
You are right, but consider:
a) most of the people don’t even know that you can choose a different OS, or even that a different OS exists… They know that there are Windows PC and, maybe, “Macs”, period. If youi want a Mac OS you have to buy a Mac. Microsoft monopoly have made people think about PC as a inscindible “Hardware+Windows”, not “Hardware+an OS of your choice”. If you make aware that a choice exists, you can raise curiosity.
b) when I talk about GNU/Linux to my Windows friends, they stare at me like I were “a strange guy that proposes things no one uses”. Having Dell promote GNU/Linux as a serious choice will help a lot
c) I’ve a friend that has a Windows laptop, and I’m teaching her how to use it. Her needs could be covered 100% by Kubuntu (yes, I’m a KDE fan, and I’m sure KDE would have been MUCH better choice for Dell… but don’t want to start flames). But, of course, she wants to surf Internet, and I’ve to explain her a LOT of scaring things (that, being a newbie, she will not be able to follow properly), to try to reduce her exposition to virus/trojan/etc.. If she only could use GNU/Linux… but I don’t dare repartition her laptop, nor I think she will follow me in using GNU/Linux, but having it as an option on the web site for laptops of the brand she owns, would help a lot. And have people like her be “beta users” would not be a problem, she would never have problems with GNU/Linux, while she already has with Windows.
Scenario I think about:
John wants a laptop, goes to Dell site, and finds that he can have also “Ubuntu GNU/Linux OS”… mmm what is that? Reads Dell doc on the site, the video, stops the buy and asks to his friends. If he finds only “Windows” friends, he comes back to the site and buys “Vista Ultimate 600$”, but in any case has learn that there IS an option. If he finds that some of his friends use GNU/Linux, he could come back and buy it, and then have his friends help him if help is needed.
So, hiding GNU/Linux this way will make only “GNU fan” find a laptop without M$ tax, a limited customer base IMHO.
Making GNU/Linux visible as a viable option, with the proper warning about “GNU is not Windows” consequences, can help create that “network effect” will help Dell’s sale a lot in the long term.
June 24, 2007 at 10:53 am
@nosrednaekim – fully agreed with you.
This has to make good business sense for Dell, from day one they have shown the world that they are successful from making good business sense, not as technology evangelists.
Putting the choice of Linux vs Windows before every buy would only slow down the sales process instead of increasing sales which is not good business sense.
The Linux community should come out and help make Dell’s Linux initiative successful to encourage a major player like Dell to spend on promoting Linux in a bigger way instead of insisting that they have to spend marketing dollars and play the Linux evangelist.
My 2 cents.
June 27, 2007 at 10:48 am
As the idiot who started this whole issue, let me say first, I was able to work something out with dell, and they were very polite and helpful in the process. I will definitely buy more computers from them in the future.
Dell’s policy to sell a different line up of consumer and business PCs has very little to do with their linux offering- had I tried to buy a windows-based consumer PC, I would have run into the same problem.
Yes, Dell could promote their open-source PCs better, but with such a small share of the market, it would be silly to put too many resources into it.
So, if people want to complain, they should be looking at Gateway, HP and Toshiba for not offering any open-source products at all.
One other comment: Yes, Red Hat and SUSE are the more popular distro choice for big-to-moderate businesses, but as a company with 5 employees, I feel that a consumer distro like Ubuntu serves our needs better.
June 27, 2007 at 6:29 pm
I understand why Ubuntu isn’t offered as an option in the windows models, but why aren’t the Ubuntu models offered alongside the windows ones? I don’t think it would cost anything at all to do that, and the comparison between the starting prices would be visible to all, so those looking for cheep PC’s would immediately find them. this should also give a price edge over HP, which I think now has a laptop 50$ cheaper than the cheapest Dell laptop.
as for the warning, it should say something like “not all software available for windows is available for Ubuntu and vice versa.” and “windows software can only run on Ubuntu using a special compatibility application, which is not guarantied to work for all windows software.”
July 12, 2007 at 10:22 pm
great feedback and information here from the community and we appreciate understanding the perspective and hearing back