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?