Dell *is* offering full Linux desktop hardware support

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Jun. 05, 2007

In the past several days, rumors have surfaced that Dell would not be offering extended warranty and CompleteCare hardware support options for its Ubuntu Linux desktop and laptops. And indeed, if you went to Dell's Ubuntu PC buying site, you'd find those options missing.

When asked about this matter, a Dell spokesperson told DesktopLinux.com that, "Due to an ordering system glitch during the weekend, we inadvertently removed extended warranty and CompleteCare options from our 'configurator.' We're working to get the issue resolved as quickly as possible and those options will be reinstated this afternoon [June 5]. If customers ordered systems when extended warranties weren't available, they will have the option of upgrading at the original price. There will be more details on that program soon."

It can't come fast enough, for some users. A typical reaction from one Slashdot reader to the matter was that either Dell had tried to get Ubuntu support up before it was ready or "Dell simply put out Linux PCs to shut the geek crowd up and get them to buy Dells. However, they don't really want to support Linux, so they designed the program to fail. This way, when they cancel this offering in a year or two due to poor sales, they can say they tried, but Linux on the desktop just doesn't work."

On the popular community site Digg, the issue was introduced with the following message: "When the Dell/Ubuntu machines were announced, it was possible to extend the default warranty to 2-4 years as well as adding "CompleteCare" accidental breakage protection. These options have since been quietly removed from all Ubuntu systems though remain on the Vista ones. Is Dell serious about supporting Linux or was this all just a PR stunt?"

The answer is: yes, Dell is serious about supporting Linux.

It should also be kept in mind that this tempest in a teacup was over hardware support. After all, as one Slashdotter put it, "The laws of physics do not differ from one OS to the other...do they?"

For operating system and software support, Dell has always encouraged its new customers to turn to the Ubuntu community, or, if they prefer more business-like support Dell customers, to consider a service upgrade option from Canonical Ltd., the company behind Ubuntu. These options include: 30-day Get Started, One-year Basic, and One-Year Standard. More information on support is available at Canonical's support site.

Dell will be releasing details soon on how to add extended hardware support to customers who purchased Ubuntu Linux systems when those options were not available.

-- Steven J. Vaughan-Nichols

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