Return Rates of Linux-Based Netbooks At Least 4x Higher Than Windows XP-based Netbooks

[Jason Dunn]

<div class='os_post_top_link'><a href='http://blog.laptopmag.com/msi-wind-coming-to-major-retailer-new-models-coming-soon' target='_blank'>http://blog.laptopmag.com/msi-wind-...els-coming-soon</a><br /><br /></div><p><img src="http://images.thoughtsmedia.com/resizer/thumbs/size/600/dht/auto/1226363175.usr1.jpg" align="left" /></p><p>&nbsp;</p><p><em>"We have done a lot of studies on the return rates and haven't really talked about it much until now. Our internal research has shown that the return of netbooks is higher than regular notebooks, but the main cause of that is Linux. People would love to pay $299 or $399 but they don't know what they get until they open the box. They start playing around with Linux and start realizing that it's not what they are used to. They don't want to spend time to learn it so they bring it back to the store. The return rate is at least four times higher for Linux netbooks than Windows XP netbooks."</em></p><p>That's a quote from MSI's Director of Sales, Andy Tung, and it doesn't surprise me in the slightest. The average consumer tends not to embrace change very well when it comes to their computing experience - many people don't conceptually understand how software works, so they rely instead on <a href="http://en.wikipedia.org/wiki/Rote_learning" target="_blank">rote memory</a>, essentially memorizing through repetition how to do things. When you change the user interface, these types of computers users tend to become easily lost and frustration ensues. Just look at the reaction to Windows Vista and Office 2007 - with the people I've spoken to, when I drill down on their complaints, at the root of them all is the same thing: things were moved, things were changed, and now they don't know how to do anything. Linux on Netbooks is a great example of this principle in action: they think they're going to like it, but when they realize how different it is from Windows XP, they're no longer so excited about their netbook and back it goes.</p>

[Hooch Tan]

I'd have to agree, but to add to that, many people are still quite reliant on Windows based programs as well. If people work completely on the Internet, as in, their web browser, Firefox on Linux isn't really any different than Firefox on Windows. And both are close enough to Internet Explorer that I think most people wouldn't notice the difference.

If I take that assumption in hand, then it tells me that people still use their laptops for more than just web surfing, and in that, the experience does diverge greatly between Linux and Windows. And that brings me to the same conclusion; people like something familiar and work with programs emperically, not from fundamentals.

Also, sadly, most programs are still made for Windows. So when they want to try out WeatherBug/Gator/whatever else, they can't. So they blame the netbook, thinking it's inadequate.

Maybe if they promote the devices as a browser device ONLY, then Linux might get more traction.

[Chris Gohlke]

I agree with fyresyght. I've been using an Eee (upgraded to Ubuntu) since early this year. Last weekend I bought an Aspire One, partially for the larger screen and partially to go to Windows. I had no problems using Linux, but there were a couple of things I wanted to do that required Windows. Netflix's watch instantly feature and Slingbox both require Windows. Additionally the encryption software on my thumbdrive was Windows only.

I'll add another thought. I think the simplified versions of Linux most companies are installing could also be to blame, while I hate to overestimate that average user, I think something like Ubuntu is much closer to the Windows experience and therefore might be more familiar to users.

[Felix Torres]

An interesting point about the ones that *don't* get returned: most of those apparently get a new OS installed at home. Judging by the forum posts I've seen, just about the first thing prospective buyers of non-Windows Netbooks ask about is availability of Windows drivers. The second most popular is about how to install Ubuntu, Debian, or one of the higher-profile Linuxes.

Add in that, while originally intended for "emerging markets" and k-12 youngsters, the bulk of netbook sales have apparently gone to existing PC owners, and its pretty clear the manufacturers are missing their target with those configurations. However, they appear to have hit *something*--the things sell like hotcakes. They just haven't hit what they were aiming for. :-)

Which reminds me; at the recent Windows 7 confab, MS folks were showing off Win7 running well on Atom Netbooks and made it clear the dual core Atom is coming to netbooks. And today, AMD threw their hat into the Netbook arena by promising a dual-core chip by mid 2009. And, of course, there's the fact that the higher selling netbooks run traditional HDDs rather than SSDs.

Add it all up and it seems the only thing that is likely to remain of the original netbook paradigm, once the dust settles, is the idea of a small light notebook computer. All other defining traits are being "evolved" away; SSDs, Linux, small low-res screens, limited CPUs and even (sadly) the ultra low cost.

Essentially, netbooks are becoming regular ultraportables at half/one third the previous ultra-portable price point. Not a bad thing by any means, but not quite what they were supposed to be, either.