Computer Service Plans

George Redmon · Post by **George Redmon** » 9 Sep 2006 8:11 am

Is it a good idea to get that service plan that Best Buys tries to shove down your throat wheather you want it or not? Seems like there are a lot of things it won't cover. Like if you drop your computer, or some acts of god ..like lightning, floods..and parting of the red sea. I turned it down, should i had bought it? i have 30 days to change my mind.

Gene Jones · Post by **Gene Jones** » 9 Sep 2006 9:06 am

My Gateway began a grinding noise, accompanied by other symptoms, so I took it to a Gateway facility for diagnosis and they found that it needed a new hard-drive.

They also found that a Service Plan that I had bought (but forgot I had) would expire in two days so a new hard-drive was covered saving me "big bucks".

I had already bought a new computer for my wife and had rejected offer of a service plan....a decision that I regret.

Service Plans are like life insurance policys....they are a waste of your money only if your computer doesn't crash or if you don't die!

Wiz Feinberg · Post by **Wiz Feinberg** » 9 Sep 2006 10:35 am

George;
Computers are delicate electronic devices and are easily damaged by AC voltage spikes, sudden blackouts, brownouts, movement while the computer is turned on (hard drive heads), or heat buildup from dust, hair, lack of air conditioning, or being in a closed back desk, or salt water in the air, and a myriad of other causes.

Add to the list that hard drives are now made very cheaply for most consumer computers and have a typical life span of two years, and that warranty may start sounding like a real good idea, if it isn't too expensive, relative to the cost of the computer.

This all pre-assumes that you do not service your own computers or know how to troubleshoot them and replace failed parts, re-install the OS, drivers or other components.

When you go back to the store you should also purchase an APC Uninterruptable Power Supply, with sufficient capacity to keep your computer and monitor up for at least 15 minutes, in the event of a power failure, or brownout. It will also filter voltage spikes to protect the components and will shut down the computer after x number of minutes without AC power, or when the battery backup drops to 5%, or as you configure it.

------------------
Bob "Wiz" Feinberg
Moderator of the SGF Computers Forum
Visit my Wiztunes Steel Guitar website at: http://www.wiztunes.com/
or my computer troubleshooting website: Wizcrafts Computer Services,
or my Webmaster Services webpage.
Learn about current computer virus and security threats here.
Read Wiz's Blog for security news and update notices

[This message was edited by Wiz Feinberg on 09 September 2006 at 11:38 AM.]

Tommy Mc · Post by **Tommy Mc** » 9 Sep 2006 11:25 am

George, When I sent my daughter off to school with her new Gateway laptop three years ago, I went for the 4-yr warranty. Normally, I don't go for extended warranties, but she was going to be busy studying and wouldn't want to hassle with repairs. Well, it paid off...the thing has been back 3 times, and a 4th time they sent a user installable part. My daughter is very careful with her things......computers, especially laptops, are just plain fragile. (One of the service reps at Gateway informed her that laptops aren't meant to be carried around!?)
I just sent daughter #2 off with a laptop from Best Buy and again for the same reason, I bought the extended warranty. Also I checked the ratings in Consumer Reports and bought a brand with a better repair record.
As far as physical damage goes, we bought a rider on our homeowners insurance to cover theft and breakage for not too much money. (I wish someone would steal the Gateway)
I think when I buy my next computer for my OWN use, I'll get a reliable one and take my chances.[This message was edited by Tommy Mc on 09 September 2006 at 12:28 PM.]

Jack Stoner · Post by **Jack Stoner** » 9 Sep 2006 11:36 am

I have a 1992 Gateway desktop. It has NEVER rquired warranty service.

A "kid" with a laptop at college is not a good gauge of a PC's reliability.

I don't like service plans but for a PC it is a good option.[This message was edited by Jack Stoner on 09 September 2006 at 12:37 PM.]

Tommy Mc · Post by **Tommy Mc** » 10 Sep 2006 8:00 am

Jack, Kids in general may tend to be rough on laptops but my daughter is on the more careful end of the spectrum. The interesting thing about her Gateway is that it was one of the two computers the college was 'recommending' and selling at student discount. So there was a large sample of the same model Gateway computers on campus. The other recommended one was an Apple. There was also a smattering of other brands....Dell, IBM, etc. The Gateways seemed to have a much higher failure rate than the others and it was generally the same parts, or so I am told.
Our home computer is also a Gateway circa 1998 and it has a mixed reliability record. It was just off warranty when the motherboard needed to be replaced. I found a surplus one online and since then the computer has been rock-solid, although outdated. The thing is that if I wasn't a DIYer, that Gateway would have gone to the dump. In general, I am underwhelmed enough by Gateway to try other brands.

Jack Stoner · Post by **Jack Stoner** » 10 Sep 2006 9:46 am

I do part time PC repair and there are "horror stories" with all brands. Certain models within brands tend to be more problematic than others.

The one thing I like about Gateway is that they use all standard parts - no proprietary hardware like Dells, and most others. If you would have had a Dell when the motherboard went out the only thing you could have used was another Dell motherboard.

Dave Potter · Post by **Dave Potter** » 10 Sep 2006 9:56 am

When I bought a new Gateway laptop recently for my wife, I declined the extended coverage (and cost). It comes with a 1-year mfgr warranty, which is a light-year, in terms of computer technology advancement. I figure if it goes that long, it'll probably keep going a while longer, but, if not, it'll be time for an upgrade anyway.

Tommy Mc · Post by **Tommy Mc** » 10 Sep 2006 3:00 pm

Hmmmm...I didn't realize that about Dells. Good info. As it turned out I did use a Gateway motherboard. Someone had bought up a supply of them and was selling them cheap.
I guess my daughter got one of those 'problematic' models. I read somewhere that they were manufactured for Gateway by a third party......Samsung maybe. Anyway regarding a warranty, according to Consumer Reports, the rate of serious problems and repairs on computers is between 15% to 24% (Apple on top, Gateway and Compaq the worst) I think that's enough to make an extended warranty a good deal if you are buying one you expect to keep awhile. On the other hand, If I was buying a $399 special, I'd probably consider it disposable and take my chances.
I had to laugh when I bought a DVD player at BestBuy on sale for $49. Want to guess how much the extended warranty was? Yup, $49! Now there's a sucker deal.

Jim Phelps · Post by **Jim Phelps** » 10 Sep 2006 4:45 pm

Dell and Gateway are like Ford and Chevy, they're both good for the price, not the very best but more people can afford a Ford or Chevy than a Mercedes, and even a Mercedes needs service now and then.

I would consider an extended warranty unnecessary for a desktop, as previously mentioned most desktop parts (except the motherboard) are pretty cheap and easy to replace, if there are any defective parts just about to go, the regular factory warranty will cover them, by the time it expires and your computer is maybe 3-5 years old you can expect maybe needing a new hardrive or CDROM and most likely it would be cheaper than the extended warranty anyway.

By that time you'll probably want a newer faster computer anyway. Motherboard failures aren't unknown but in my experience (ex Dell tech) they're comparatively rare.

Laptops are another story. They are and have always been more problematic than desktops, miniturization doesn't come without a price. They are especially a nightmare to work on, making home repairs not practical or in many cases (probably most cases) not even possible. I'd consider an extended warranty on a laptop.[This message was edited by Jim Phelps on 10 September 2006 at 06:15 PM.]

Wiz Feinberg · Post by **Wiz Feinberg** » 10 Sep 2006 9:41 pm

Jim said; <BLOCKQUOTE>quote:<HR>
Motherboard failures aren't unknown but in my experience (ex Dell tech) they're comparatively rare.<HR></BLOCKQUOTE>
Jim;
I guess you haven't heard about the bulging, leaking capacitors that ruined a whole lot of motherboards between last year and the year before that. Some of the bad-capacitor motherboards are still floating around, new in boxes, waiting to fail after a month or two of operation. Maybe Dell had a better parts supplier than some other brands.

Symptoms of bad capacitors on a motherboard include sudden random shut-downs and failure to reboot. The leaking electrolyte causes damage to solder joints and traces and components that it contacts, just like the leaky batteries in the old Profexes did.

------------------
Bob "Wiz" Feinberg
Moderator of the SGF Computers Forum
Visit my Wiztunes Steel Guitar website at: http://www.wiztunes.com/
or my computer troubleshooting website: Wizcrafts Computer Services,
or my Webmaster Services webpage.
Learn about current computer virus and security threats here.
Read Wiz's Blog for security news and update notices

Jim Phelps · Post by **Jim Phelps** » 11 Sep 2006 12:27 am

Yes, Dell had some models that shipped with the bad caps and they did field visits to exchange motherboards in those computers.

I was speaking from the viewpoint that if you buy a computer from a reputable company (as opposed to building your own from parts) and there's a problem such as the bad caps or any run with defective parts, the warranty will cover it or the company will recall or exchange it, as a rule. I guess it would depend on the particular company's warranty policy whether they could repair a computer with known defective parts once it's out of warranty. If you buy the motherboard separately to build you own computer, you're subject to that company's policy covering defective merchandise. I can't guess what they'd all do.

Thanks for reminding me of the bad cap boards... but still, barring a run of bad boards like this, most problems I've seen are not in the motherboard... but $%^* happens.

I still believe and have read experts also advise that most extended warrantees are unnecessary and a waste of money. That's why they sell them, because they make money for the company, they make more from the extended warrantees than they pay out in warranty-covered repairs.

Like I said, in the case of a laptop I think it (*edit: by "it" I mean the extended warranty) would be money better spent than for a desktop, barring freak occurances such as bad cap motherboards. IMHO this doesn't happen very often. YMMV.

[This message was edited by Jim Phelps on 11 September 2006 at 04:24 AM.]

Jack Stoner · Post by **Jack Stoner** » 11 Sep 2006 2:08 am

The differences between Dell (Dimension models) and Gateway are important. My Gateway has a standard ATX Intel motherboard, Dell uses custom motherboards that are not standard ATX (or BTX) size and Dell uses a proprietary connector for the PC's front panel power switch. You can't install a standard motherboard in a Dell case and you can't install a Dell motherboard in a standard case. On older models (not current production) Dell used a custom 10 pin power connector instead of the standard 20 pin on the motherboard. The Dell power supplies do not have a power on/off switch on the power supply and thus to use a standard power supply (on models with standard power connector on the motheboard) you must modify the case to accept a power supply with the power switch.

My Gateway came with a standard Soundblaster Audigy sound card, Dell uses Soundblaster cards but they are custom models, made only for Dell (and you can't use the Retail SoundBlaster drivers). Dell uses a proprietary connector for their front panel headphone jack.

Laptops are a different "animal". Most are made by a third party for the vendor - even when IBM was selling laptops they were made by another company (I think Toshiba).

Jim Phelps · Post by **Jim Phelps** » 11 Sep 2006 2:50 am

I don't remember this thread being about the differences between Dell and Gateway or anyone bringing it up....? I guess saying I was a Dell tech makes me a target for dumping on about everything you don't like about Dell.

Anyway that's basically true, Dell hasn't been making standard ATX power supplies or motherboards since 98 or thereabouts.

After around September '98, (at least that's the commonly believed date) Dell started using custom-made ATX motherboards, with different pin connections for the power supply.

They otherwise were ATX-style motherboards except for the pinout wiring. If you had to replace the motherboard you had to get one from Dell or another Dell computer, unless you replaced the power supply too or rewired the connector.

Obviously the thinking is that you're going to go to Dell when you need something for your computer, and non-standard stuff makes it hard to do otherwise.

Jack you're making it sound like a really dirty thing to do and so have plenty of others on the net, but do you expect Ford parts to fit on your GM car? Even the wheels are all different on all the car makes. As far as I know, there's not much else that's completely standard.

Not in steels, either. Emmons parts won't fit in an MSA, Zum parts don't fit in a Fulawka, do they...you think they should?

I realize it would be much easier for you help desk guys if you could just pop the nearest good motherboard from the spare parts pile into a dead Dell, and because of this non-standardization, that's not possible unless you change the power supply too, which any help desk will have laying around, for another 3 minutes work.

So computer techs and DIY guys are kinda screwed for using whatever spare motherboards they have or buying an off-brand. Yeah, on one hand it's kinda dirty, and on the other hand, like I said not everything else is standard, either.

By the way, if you had some with 10-pin connectors they must have been pretty old.

Also, on all the older computers just about everything was non-standard, they all had their own designs, wiring, sizes, etc. and only another component of the same model would work. Dell probably wants only Dell parts in their boxes. They're still a pretty good computer.

The last Dell I bought came with a Soundblaster Live Value soundcard, one of those custom-for-Dell version of the Soundblaster Live...I don't know why you think there's a problem with drivers, if I lost the driver CD the drivers are available at the Dell website in the Support section, as well as all over the net, as I'm sure you well know. If you can't find them on either one, Dell will (at least when I worked there) email drivers to you.

My new Dell didn't have a front panel headphone jack with a proprietary connector any other kind except for the normal headphone jack on the CD-ROM.

Any more complaints you want to get off your chest? Call or email Dell. I don't work for them anymore.

I will say that the last new desktop computer I bought was a Gateway. I've bought two new Gateways and never had a problem with either one. The laptop I'm using right now is a Toshiba.

[This message was edited by Jim Phelps on 11 September 2006 at 04:33 AM.]

Jack Stoner · Post by **Jack Stoner** » 11 Sep 2006 3:32 am

Jim, there were comments made about the Gateway and it's reliability. Having owned Gateway and Dell (an 8200) and doing part time PC repair I felt I could compare the two.

I also see all the Dell (Dimension) complaints and problems on the Dell Users Forum (i'm fireberd on the Dell forum).

Being all standard ATX components was the main reason I bought the Gateway and dumped the Dell (returned it for credit).

10 Years ago I would have been on Dell's bandwagon. My help desk tech's even had to be certified by Dell before we could troubleshoot and take problem reports from our users, like all our other vendors, and then put in service calls to Dell (on the commercial side).[This message was edited by Jack Stoner on 11 September 2006 at 08:09 AM.]

Jim Phelps · Post by **Jim Phelps** » 11 Sep 2006 3:37 am

You're welcome to buy whatever brand you like, as I said I don't work for Dell anymore and I myself like Gateway better these days too... I'm only trying to be fair, which is more than you're doing.

Like this statement:

I also see all the Dell (Dimension) complaints and problems on the Dell Users Forum (i'm fireberd on the Dell forum).

Implying Dell has all the complaints. Look to any users forum for anything and there are complaints and problems. Dell isn't unique in that respect.

Some people just hate Dell. You're obviously one of them. Fine with me, but if I'm involved in the conversation I'm still going to give my opinion, especially if/when I think anyone's being unfair and making leading statements.[This message was edited by Jim Phelps on 11 September 2006 at 04:40 AM.]

George Redmon · Post by **George Redmon** » 11 Sep 2006 8:34 am

here is a copy of the plan..it cost $300 one of the things i don't like..is they have the option of using remanufactured, or after market replacement parts, non brand name. Also i may have to trust UPS with my $1,600 laptop. Who is to say what is "Normal" wear and tear? the spike protection is nice though, especially here in michigan, where last year we had lightning in january!

Sony - VAIO Notebook with Intel® Centrino® Duo - Charcoal $1,699.99

3 - Year Performance Service Plan $1500 - $1999.99 (Carry-In) Notebook $299.99
AIG WarrantyGuard, Inc.
P.O. Box 9312
Minneapolis, MN 55440-9312
1-888-BESTBUY

Throughout this Performance Service Plan ("Plan") the words "we," "us" and "our" refer to the Obligor. ("AIGWG") refers to AIG Warranty Guard, Inc. ("Best Buy") refers to Best Buy Stores L.P. and Best Buy Co., Inc. collectively. The words "you" and "your" refer to the purchaser of this Plan.
Service and Coverage: To arrange nationwide factory authorized in-home service on applicable computers and monitors, call 1-888-BESTBUY. The call will include fault diagnosis to clarify the problem prior to any in-home service being scheduled. If you have purchased a CPU & Monitor on-site package and the fault diagnosis proves the problem is related to the monitor or other peripheral such as keyboard or mouse, then a replacement may be mailed to you for self installation. All other Plan repairs, including those on peripherals (scanners, printers) will be performed on a carry-in basis only and must be arranged through a Best Buy store or service center. All preventative maintenance (cleanings, etc.) on applicable products will be handled on a carry-in basis only. Repairs will be performed at our discretion by a Best Buy service center or authorized servicer.
In some cases you may be required to ship your covered product for repair.
This Plan covers manufacturer's defects in materials and workmanship that are the result of normal usage.
Products, including those within the original manufacturer's warranty period, may be repaired or replaced with a comparable product, or Best Buy will issue a voucher for the original purchase price at our discretion.
Replacement parts will be new, rebuilt or non-original manufacturer's parts that perform to the factory specifications of the product at our option.
This Plan provides complete power surge protection from the date of purchase on the product covered.
All Plan coverage commences on the original product purchase date.
This Plan is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this Plan continues to provide some of the manufacturer's benefits as well as certain additional benefits listed within the Plan's terms and conditions.
Coverage under this Plan expires 2 or 3 years from the original product purchase date as stated on your purchase receipt.
You must provide a safe, non-threatening environment for our technicians in order to recieve service.
This Plan provides battery repair/replacement for notebook computers, cellular and PCS phones when original is determined defective by us.
International coverage is available on a limited basis. See store for details.
This Plan provides coverage for product failures due to dust, heat, humidity and normal wear and tear.
Notebook Computer screens are covered, unless failure is due to accidental or intentional damage.
This Plan provides pixel repair based upon manufacturer's guidelines.
Best Buy is not responsible for personal items left in the product to be repaired.

Gene Jones · Post by **Gene Jones** » 11 Sep 2006 8:43 am

I feel that I need to say that my Gateway was a high-end (expensive)model and that it performed flawlessly for three years until it crashed, and I probably should have upgraded long before. I was not dissing Gateway, I was just saying that the Service Plan saved my butt.

I have purchased service plans for other products that was a waste of money....and I could have bought a new product for the cost.

My wife's new computer is an HP, so I will reserve comments "for awhile".

Wiz Feinberg · Post by **Wiz Feinberg** » 11 Sep 2006 8:50 am

George and others considering the extended service plan from Best Buy; read this first, then make your decision.

Excerpt from end of page 2:
<BLOCKQUOTE>quote:<HR>
The internet is full of horror stories of people who bought the extended service plan and on top of that, actually had a problem and still didn't get their product fixed. Best Buy was even sued in 2005 by the state of Wisconsin for alleged mistreatment of customers, which included not honoring their service plans.
<HR></BLOCKQUOTE>
Wiz[This message was edited by Wiz Feinberg on 11 September 2006 at 09:54 AM.]

Wiz Feinberg · Post by **Wiz Feinberg** » 11 Sep 2006 9:39 am

Hmmm, here's more about Best Buy screwing it's extended warranty customers:
http://www.digitalpeer.com/id/pocket

Gene Jones · Post by **Gene Jones** » 11 Sep 2006 9:57 am

I wonder if this is more about the problems with "Best Buy", than it is with the dependability of Gateway?

Wiz Feinberg · Post by **Wiz Feinberg** » 11 Sep 2006 10:14 am

And here is a counter opinion in favor of the service plans.

Wiz Feinberg · Post by **Wiz Feinberg** » 11 Sep 2006 10:40 am

George, have you contacted Sony to see if you can purchase an extended warranty directly with them???[This message was edited by Wiz Feinberg on 11 September 2006 at 11:40 AM.]

Jim Phelps · Post by **Jim Phelps** » 11 Sep 2006 3:23 pm

I wonder if this is more about the problems with "Best Buy", than it is with the dependability of Gateway?

I would say that's an accurate assessment.

As Wiz suggests, I would check into getting the extended warranty directly from the manufacturer. Dell sold extended warrantees, likely Sony and Gateway do too.[This message was edited by Jim Phelps on 11 September 2006 at 04:25 PM.]

Tommy Mc · Post by **Tommy Mc** » 11 Sep 2006 6:10 pm

You guys are starting to worry me about the service plan I just bought from BestBuy. I didn't fall for the sales pitch, it's just that based on my Gateway Laptop experience, I requested the warranty.
If you read the rant by the guy who is unhappy that BestBuy wouldn't cover his PDA, it seems a bit unreasonable:

Anyhow, I had my PDA in my backpack and it fell off a desk crushing the PDA for the most part (it still works, just can't see a dang thing).

It's like smashing up a new car and expecting the damage to be repaired under warranty. I don't know about the other bad experiences with BestBuy.....and I hope I never have to find out.