How many people that have purchased System76 have never called support?

[paddydd]

Hi,
While it does appear that System76 support is very good to excellent I am thinking of having my non-technical sister use one (that I am going to buy) and I would prefer that she not have to deal with support ever. This is sorta like the new car you buy from a dealer - if the sales guy extols the virtues of his mechanics then maybe it's not a good idea.

So my question is:
On a percentage or actual basis how many people have purchased a system76 and never contacted the support org for System76. They just opened up and used it - like an appliance.

Bear in mind that my sis will be a basic user (mail, IM, Games in Pogo and yahoo, and surf (java flash).

Thanks
Paddy

[jbelmonte]

Is this for a laptop or a desktop?

[paddydd]

desktop

[Jaivaz]

I bought a Pangolin Performance back in February and ever since then I haven't run into any problems that were not my fault. (By that I mean that the only time I had trouble with my laptop was when I stupidly messed things up.)
Assuming the person who is going to use this computer is just a casual user, then there will probably never be a need to contact them for support.

[thomasaaron]

I'm guessing that asking that question on a *support* forum is probably not the best way to figure out how many people have *never* needed support.

From a tech support perspective (and knowing a little about the number of computers we sell), I'd say that I never hear a peep from the vast majority of our customers.

But if she does end up needing pointers, it may be comforting for her to know she can contact us via a number of avenues (forums, email and phone) with ease.

[paddydd]

You are correct that the question is strange for a support forum... sorta backwards. :-) But I thought there might be folks like me that are bringing their families into the non-windows world.

I am attempting to collect any and all information that I can. I really want this to be a good and positive experience for my sister and so I am working hard to ensure that.

Your response is helpful in that it tells me that there are many customers that don't call support. I wonder if System76 keeps stats in their Support systems or analytics.

Thanks
Paddy

[Eldera]

Do you and your sister live in the same town? If you can do the initial hookup for her, un pack the computer, update it if necessary, and make sure all the connectors are in the proper places, she should have no problems. As a very non-technical, isolated computer user,I have found that the traumatic part of a new computer or a new OS is getting started. If YOU can show her how to get started, she should not have to call the support person. However, if she doesnt need support, she will be missing a nice experience. The System 76 people, expecially Tom Aaron and the regulars on the forum are great people to know.

[thomasaaron]

I wonder if System76 keeps stats in their Support systems or analytics.

Yes. Our support software has the ability to generate various reports, which is used up the ladder for various reasons.

However, unless you've been entered into the system for support reasons, it doesn't know you exist. So there would be no way to easily figure out exact percentages of people who have needed support.

[paddydd]

Eldera,
Yes indeed... me and sis are separated by about 600 miles so not even in the same state. I tried a remote setup with a baseline install of UBUNTU helping her through the rest -- but it has been difficult. :-)
Thanks
Paddy

[Eldera]

Oh-oh. 600 miles, not good. I hope your sis has either set up a desk top before or has a neighbor who can help. Non-technical people like me have set-up and start-up problems that really need a person right there. Anyway, I wish you both lots of luck.

Could you take a vacation and visit Sis when the computer is delivered?

[paddydd]

I am hoping that I do not have to visit.
Long way to go :-)
Paddy

[betrunkenaffe]

So far I have not needed support for my Pangolin, I have on my desktop (which I was playing with Ubuntu on before I got the laptop) which I installed Linux on myself.

From a casual user experience, very good.The support forums are here (and from what I've seen, extremely helpful even to new users) for anyone that needs them, there is always standard phone support and apparently email.

It's setting up the hardware and putting your settings for email, bookmarks, etc that is the most difficult.

[paddydd]

Thanks for all of the replys. We have purchased the System76 Meerkat Nettop and sis will have it soon. Stay tuned for details.

Paddy

[ResumeMan]

What I can say is I believe that I would not have needed tech support if I was a basic user (email, web, music). The two times I have had extensive online discussions with Tom were based on issues I had while trying to set up usage that was most definitely not basic (specifically, filesharing on a home LAN and using Windows programs with Wine).

Apart from those problems, both since fixed, the computer has worked flawlessly (it's a Pangolin btw).

[3Miro]

On a Desktop one has to figure out all the cables and such. Unless you get the peripherals form sys76, there is also the chance that the monitor would not be properly detected at first and/or wireless keyboard might give a glitch (some wireless work some don't).

On a laptop, the only thing needed was to select password and time-zone.

There was one thing about the update of the kernel, it asked a question about editing grub menu and at the end I had to do it manually (but then again, updating the kernel is a very rare thing).

Other than that I only looked on different forums for support on installing skype, for which I could have simply added the mediubuntu repo.

I have never "needed" help from this forum, however, I visit often.

For web/mail/chat it is set up from the very beginning.

[Eldera]

I, too, had a kernel update in the list of available updates that were on the computer when I received it. Having read 3Miro's post about his GRUB adjustment, I sent a personal email to Thomas Aaron. The need for a manual adjustment was something specific to eMiro's system, and not a general problem. You should be able to just click "Install updates" and they should install automatically. Mine did. No Problems. Again, good luck. Once you get started, these computers are a lot of fun.

[3Miro]

Good to know it was just me. I don't mid fixing my own grub, I know enough so it is not a problem for me, but it might be for other people.

BTW: the message I got was the standard message "custom grub menu found" and then gives the options: "overwrite, don't touch" and maybe something else.

[TheBuzzSaw]

Personally, I really like to tinker. I often install the beta versions of Ubuntu the day they come out. So, I have trapped myself in difficult situations on a number of occasions and had to ask System76 how to escape. :P

However, if you plan on using a System76 machine like a normal human being, you should never have to contact support. The systems run great (I have a laptop and desktop both from System76).

[abulluck]

I know the OP got his answer, but I will chime in to keep this thread going for others insight.

Had my pangolin since december and never called tech support. I am a tinkerer though and find most of my answers myself. I also just upgraded to Jaunty and am working through some of the kinks on my own, and patiently awaiting the drivers to come out.

I have put a few questions up here for thomas, but they have not been performance related sort of speak.

I truly think that if I were a basic user, my machine would be trucking along as if it were day 1. But whats the fun in that.

[thinman1189]

I've had to use the forums here a few times for some minor issues on my Serval Professional but they were all software issues patched within a week or so, nothing really on System76's part other than it's easier to find other people to help in a section with guaranteed same or similar hardware.

[paddydd]

Thanks again to all replies.

And to "The BuzzSaw"
can I assume that your nickname has something to do with chasing early beta software?
:-)

Paddy