User is thinking of going back to Windows

[Jonathan Allard]

Symptom: The user is frustrated and is thinking of going back to Windows
Expected: The user is happy with Ubuntu and wants to keep using it

Prerequisites:
- User not expert at debugging Linux/Ubuntu

Steps to reproduce:
1. Install Ubuntu
2. Use Ubuntu over some period of time
3. Experience bug/problem
4. File bug on launchpad
5. Developer asks for reproduction
6. Try to reproduce
7. Cannot reproduce reliably; problem is intermitten/complicated to reproduce
8. No useful output logged
9. Ask question
10. Get ignored
11. Have problem again
12. Get frustrated
13. Launchpad bug still gets ignored
14. Get another bug, goto #4
15. Lose work
16. Lose time
17. Get even more frustrated
18. Feel alone
=> Symptom

--- Edit (Comment #13)
I'm trying not to blame the volunteer developers, but I think it comes down to what Ubuntu aspires to be: a volunteer-only, no-support, leave-users-alone distro, or a serious alternative to Windows? We can't attract normal mom-and-pop users and in between all the way from developers if we let important bugs be unresponded.

I talk about my case because I think it's a real problem for Ubuntu: I'm a beginner programmer, power user, been using computers for the last 20 years, and I can't solve the bugs I experience in Ubuntu. Is Ubuntu okay with the fact that an "expert" user like me has this much difficulty using Ubuntu free of important bugs? I don't know the answer, but I'd like the community to have an serious open discussion about it so it can decide what it wants or doesn't want to aspire to. And what will either choice imply as consequences?

It raises questions such as:
- Under what conditions should we provide support to users?
- What importance should we put towards solving bugs and providing support on bugs in the codebase?
- What are we expecting from our developers?
- Which features are considered critical?

I'm asking the community here: is the community okay with my case? Let's have that discussion.

[Ubuntu Foundations Team Bug Bot (crichton)]

Thank you for taking the time to report this bug and helping to make Ubuntu better. It seems that your bug report is not filed about a specific source package though, rather it is just filed against Ubuntu in general. It is important that bug reports be filed about source packages so that people interested in the package can find the bugs about it. You can find some hints about determining what package your bug might be about at https://wiki.ubuntu.com/Bugs/FindRightPackage. You might also ask for help in the #ubuntu-bugs irc channel on Freenode.

To change the source package that this bug is filed about visit https://bugs.launchpad.net/ubuntu/+bug/919740/+editstatus and add the package name in the text box next to the word Package.

[This is an automated message. I apologize if it reached you inappropriately; please just reply to this message indicating so.]

[Fabio Marconi (fabiomarconi)]

Use it and learn everyday much more.
---
Ubuntu Bug Squad volunteer triager
http://wiki.ubuntu.com/BugSquad

[Jonathan Allard (joallard)]

Please see comment #2 for a common manifestation of the bug: cynicism towards the user.

I sure do learn every day, but it doesn't mean I can fix every single one of the bugs I am experiencing. Cynicism just like this, towards users that try to get stuff fixed, and ultimately make it better, drives the user away. Maybe it explains bug #1 a bit.

[yurikoles (yurikoles)]

If you need garanteed support then have to pay for it
http://www.canonical.com/consumer-services/support

[Jonathan Allard (joallard)]

Support is for when the user is at fault, not the software. We are talking bugs here.

[Jonathan Allard (joallard)]

I see this is rather a WON'T FIX.

[Andrey (aol-nnov)]

Hey, mister attention whore^W^W^W joallard!
let me assure you, It's a DNA bug, neither a launchpad itself, nor ubuntu, nor linux in general. If you are unable find answers - go back to *offtopic*, be happy.
I do not state, that linux is ideal in all aspects. Sure, one must make some efforts to make it fit his needs. But since you master it, you use it in the most efficient way.
It's your choice: the red pill or the blue one.
Anyway, neither *offtopic* nor linux will "automagically" become the ideal OS (for you). Either pay Billy and pray for *offtopic* improvements or use your freedom power to make linux better.

Just if you're still here: as for me, have over 13 years of experience as linux user, administrator and developer. still i haven't lost any time, job, whatever. i do not feel lonely either.

regards.

[Jonathan Allard (joallard)]

Thanks for calling me an attention whore, that's a great, rational, mature point.

My point is: users should not be left alone when experiencing bugs, and even less be ignored when doing so. We should not expect of regular users to be skilled, experimented developers and debuggers. We shall be helpful to users who experience bugs. And this is not what's happening right now.

And I will not be called an attention whore for pointing this out. Make your points all right, but stay respectful at all times. Which is not what person Andrey above has done.

[Andrey (aol-nnov)]

joallard, look around launchpad bugtracker. tons of idiotic bug requests. people simply can't use internal search/google/whatever.
If you're unable to troubleshoot yourself too, kindly follow comment #4. Paid support is the exact thing you're looking for.

no more flood in the thread. your ticked is invalid. bye.

[RussianNeuroMancer (russianneuromancer)]

> My point is: users should not be left alone when experiencing bugs, and even less be ignored when doing so.
No problem. Commercial support by Canonical is available for eveyone: http://www.canonical.com/consumer-services/support

[Jonathan Allard (joallard)]

So users should purchase support for bugs in the code base? That doesn't seem right to me.

If the community wonders why more users don't use Ubuntu, I'm providing an answer here. See bug #1.

[0xd34df00d (0xd34df00d)]

Being an opensource software developer, I can opine that not all developers have time and will to deal with users' bugs. After all, it's all about publishing source code you wrote for fun.

So you can hardly blame that users don't get guaranteed support for bugs in the code base. Once again, I want to write my project for fun, without taking responsibility or obligations towards users. After all, why does a developer need to react quickly and act like professional tech support?

[Jonathan Allard (joallard)]

I appreciate that. I'm trying not to blame the volunteer developers, but I think it comes down to what Ubuntu aspires to be: a volunteer-only, no-support, leave-users-alone distro, or a serious alternative to Windows? We can't attract normal mom-and-pop users and in between all the way from developers if we let important bugs be unresponded.

I talk about my case because I think it's a real problem for Ubuntu: I'm a beginner programmer, power user, been using computers for the last 20 years, and I can't solve the bugs I experience in Ubuntu. Is Ubuntu okay with the fact that an "expert" user like me has this much difficulty using Ubuntu free of important bugs? I don't know the answer, but I'd like the community to have an serious open discussion about it so it can decide what it wants or doesn't want to aspire to. And what will either choice imply as consequences?

It raises questions such as:
- Under what conditions should we provide support to users?
- What importance should we put towards solving bugs and providing support on bugs in the codebase?
- What are we expecting from our developers?
- Which features are considered critical?

I'm asking the community here: is the community okay with my case? Let's have that discussion.