Dear DELL
When someone buys a product, he usually wants it to get a job done. For him, and not anyone else. Yes, we’re all selfish like that, and I’m sure you’re not too different either. You don’t buy stuff that won’t primarily work for you, even if it’s a gift that is supposed to make YOUR loved ones happy. ;)
Anyhow, DELL has a reputation with Linux users because of their official support for Ubuntu. I remember the first Ubuntu machine was an Inspiron, and figured all Inspirons would have Linux-compatible hardware. However, I got burned by this failed logic on my latest Inspiron purchase (this email is not all about that, though, so bear with me). I bought a machine that had some funky new tech from nVidia called like Optimus (and it didn’t transform my laptop into a truck, if you must know). Turned out Optimus wasn’t supported by Ubuntu, nor any other Linux distribution known to man. If you google “Linux Optimus” or “Linux hybrid graphics”, you’ll notice that there are many people who claim it simply doesn’t work on Linux. As a hard-core Linux user, this was a big defeat. So, basically, this purchase hurt my feelings and broke the promise of my ego-fulfilment. Furthermore, I was not able to return the laptop because software-support was not covered by the warranty. “Nobody said Linux would run on it, so get the truck out”, right?
Fast forward many frustrating hours, and a few days of running Windows 7 with decidedly inferior performance, I found a way to get Optimus running on Linux. So I was overjoyed, and this improved my view of DELL a bit. I started to actually love the new fast powerful monster of a laptop sitting in front of me… and of course, I liked DELL again. So I went to the DELL support forum, and shot a message about this. I also publicly asked DELL to back the aptly named Bumblebee project (http://github.com/MrMEEE/bumblebee) up because it did a great job at saving DELL’s Linux-friendly face. I also believe I did so without using the kind of strong language I usually use when pointing such things, and done so in good faith, with true hope that DELL would respond favorably. Instead, DELL staff smashed this bright new light with a sledgehammer by plugging the post and warning me to not use “otherwise objectionable” language. (I call it “censorship at DELL’s own discretion” clause, and I think it should be changed.)
The only ‘logical’ conclusion, a completely egocentric consumer that I am can draw from this is that DELL simply doesn’t give a shit about my problems, and also doesn’t want my problems to get out in public. And that’s one step forward, one step back, for our relationship. If DELL was my girlfriend, I’d dump her at this point.
What I’d like to suggest, again, is that DELL dedicates a developer or two that would work with MrMEEE on making Bumblebee a better solution to the problem (it’s still not ideal in many ways), and also make it clearer about Linux support in their products to people don’t become frustrated by spending their $$$ on products that do not get the job done for THEM. I would also like the DELL support staff be trained to handle the heat on the forums in a more civilized way instead of instantly plugging the posts and quoting ambiguous parts of the ToS.
Linux people are looking for their champions. Commercial product support for Linux has been very bad, and increasing number of new Linux users are annoyed by the fact that companies tend to say they support Linux, but then they fail to deliver. Windows being what it is (a very bad product overall), the company that manages to cultivate a good relationship with Linux users today, will most likely become their champion in a few years. And even if not, it would at least be a good relationship with current Linux customers.
I thank you for your time.
Best regards,
Hard-core Linux Supporter and potential DELL fanboy (if you promise to fix these issues)
