As Good as Your Warranty

I ran into some computer problems last week while teaching, that got my attention and reminded me of how important the reputation of a company is. During the middle of a class, I watched in astonishment as the bulb in my new projector EXPLODED causing quite a ruckus. After gaining my composure and that of 50 students, I was then faced with the task of exercising my warranty.

I was somewhat worried, as I needed to have a new projector in my hands by the following morning. I was traveling to Tucson the next day, so I was only able to accept delivery the next morning. No small order I thought as I called in the afternoon for an overnight delivery. Yet, to my amazement, in my hands the very next morning was a brand new Lightware Scout Projector with instructions on my Return Authorization. I was indeed impressed!

It reminded me of how important service and warranties are with all our equipment, especially computers. Bargain shopping is great, but you have to be able to live with the technical support and service they offer. Even when promised, the level of service varies greatly. Is support on-site or are you required to ship your machine back for repair? Will they arrange for a loaner? How long do they promise for turn around time … overnight or over a week?

Probably one of the most important services is their customer care. Will your phone call be answered on a timely basis or will you be waiting on hold for hours on end? My number one pet peeve is the black hole of voice mail.

Chances are if you buy from a company that is known for poor service then you can probably expect to get it and the opposite holds true also. If a company is known for good service you'll be pleasantly surprised, just as I was.

So how do you know who's good and who's not? Do a little research first:

• Ask family or friends for recommendations
• Talk to co-workers
• Research online (newsgroups, Web sites)
• Look at your computer at work. Has it been a reliable machine?
• Study reviews

Many of the most popular computer magazines rate the most common computer manufacturers by the service, support and reliability of their products. Maximum PC, PC World, Smart Computing (just to name a few) all run annual reviews.

I don't know about you, but investing in a computer is a major purchase for me, and I'd like to make sure that I'd have the support and service to keep it running for more than a few days. Take your time and do some research in this area, it can make all the difference in the world.

And don't forget to let your customer service representative know when they've done a good job … a kind word goes a long way!