[Sussex] Dell Precision 650

[Mark Harrison]

Geoff,

I think it's more than that. Dell are quite smart in assessing the true
costs of support, and their phone support is among the best in the "big box
shifter" industry.

Now, I am NOT saying that Linux is harder to support, or requires more
support than Windows.

However, as we all know, non-IT people get most of their domestic IT support
done via the "phone a friend." The friend isn't necessarily Linux-aware, or
an IT person. Indeed, the friend is probably still the "bloke who's had a PC
at home since as long ago as 2000 - WOW!"

As such, the friend can probably fix the top 5 Windows problems that take up
50% of the support calls, and maybe install a new device if it comes with an
auto-run CD.

This "local expert support" creates a vicious circle where the market leader
gains more sales, because it's the market leader, but actually for some
relatively sound reasons.

What we need to do to break this cycle is ensure that "in the field" it's
normal customers, not IT geeks, who ask about "does it come with Linux"
every time they phone the sales line.

Imagine the following repeated 1,000 times a day - Dell will pick up on it
fast:

Customer: "So, how much do I save by having Linux on it?"
Sales Droid: "Why do you want Linux"
Customer: "Well my IT mate uses it, and I'd rather have something he can
help me with".

Regards,

Mark

----- Original Message -----
From: "Geoff Teale" <tealeg at member.fsf.org>
To: <sussex at mailman.lug.org.uk>
Sent: Tuesday, February 25, 2003 9:14 PM
Subject: RE: [Sussex] Dell Precision 650


> I think Dell think Linux is something only corporate customers are
> interested in - it would be nice if they made Linux available on
> something other than just Workstations and Servers.  That time will come
> however, and when it does Dell are well placed to support it.