Hunting for Service and Support

Please don’t make the mistake of shopping for the cheapest laptop in the world. You’ll find it, of course! You’ll see that the laptop direct from the manufacturer is one price, then there are higher prices, then there are lower prices, and prices even lower still. Be not tempted!

Extended warranties — Don’t buy a laptop without one!

For the past 50 years or so that I’ve been writing about buying computers, I’ve had one consistent recommendation: Avoid the extended warranty! That’s because computers are hardy, reliable devices. If a PC can live through the standard warranty period, then it will probably live forever. And repairing or replacing any item on a desktop PC is often cheaper than any extended warranty you can find. Laptops, however, are another beast.

Laptops lack the replaceable components of a desktop PC. Often when something breaks on a laptop, the entire unit must be repaired or replaced. That can be expensive. For example, the monitor connector on a laptop may be only a 23-cent part. But if it breaks, the entire laptop motherboard must be replaced, which costs up to $1,000 — or more. That’s also true for other items inside the laptop’s case; fixing things just isn’t cheap!

Because of the laptop’s unique nature, I highly recommend getting a manufacturer’s extended warranty. In fact, I insist that you get at least a four- or five-year warranty to cover everything on your laptop, full replacement and repair costs. That may set you back about $120 or so, but the price is worth it. It’s an investment.

People who overlook service and support when they buy a laptop are doomed to despair. Unlike desktop computers, laptops contain specific, tiny, and expensive hardware. Those items aren’t easily swappable components like similar items in a desktop system. Because of that, buying from an outfit that offers personal support is important.

Support is best offered as a free telephone call for help when you need it.

Service is the art of fixing your laptop. The best service happens when the fixit guy comes to your home or office. Otherwise, the laptop will have to be returned, either directly to the dealer or manufacturer.

There is a difference between support for your laptop hardware and its software. The software is supported by the software developer, which is not the same company that makes the laptop hardware. Be aware of the differences before you make the call.

A helpful tool in your support arsenal is my book, Troubleshooting Your PC For Dummies (Wiley Publishing, Inc.).

There is nothing wrong with mail-in service. Just be aware that you’ll be without your “baby” for a few days while it’s being fixed.

Some manufacturers only offer you a replacement laptop while yours is being fixed via mail-in service. That’s a bonus.

A lack of service and support is one reason some dealers (and large department stores and discount houses) offer laptops at such ridiculously cheap prices. Don’t ever expect the employees in such a place to be able to help you, and the guy who cuts meat in the back isn’t going to be able to fix your laptop, either.

Where to Buy

Obviously, you want to buy your computer at the location that’s going to give you the best deal plus the service and support you need. Beyond that, I can’t be specific (because no one has bought me off . . . yet). I can, however, highly recommend local dealers over buying from huge discount stores, office supply stores, chain stores, or even the Internet.

Local computer dealers have a reputation that only needs to be as big as the community they serve. While the prices may not be the lowest, the people you buy from and who offer you service and support are all local. They’re people you meet face to face, maybe even your neighbors. As such, I believe you’ll find the local dealers to be your best choice for buying any computer.

Laptops are more of a commodity than desktop computer systems. Unlike the desktop system, you can just plug in a laptop, and it’s ready to go; there is nothing to configure or set up.

I highly recommend sticking with name brand laptops made by big companies you recognize.

Beyond the local stores, buy your laptop from any place you feel comfortable doing business with. But don’t forget your service and support options!

Buying a laptop on the Internet is safe, though keep in mind where your support comes from!

When considering non-local dealers, such as Internet or catalog dealers, ensure that they have a real street address so that you can verify their existence. Companies that list only an 800 number could be fly-by-night operations, and you may never see your laptop — or your money — again.

Don’t ever put money down on a laptop. Laptops come fully assembled from the factory, and there is no need to put money down to “hold” one.

If possible, pay for your laptop using a credit card. The law offers far more protection to credit card users than people who pay by check or (don’t even think about it) cash.

When buying from the Internet or some other non-local dealer, verify that it does not charge your credit card until the order ships. This is standard practice, but apparently some dealers haven’t got the word yet.

The Final Step: Buying Your Laptop

When you’re ready to buy your laptop, buy it!

Don’t sit and wait for a better deal or a lower price. That’s because there will always be a better deal and a lower price. Hardware gets better and better. The price will always come down. Therefore, when you’re ready to buy, take the plunge and buy! Waiting gets you nowhere.