Consumer Watch: Bulletproof Your PC's Warranty

Patricia Finn was happy with her new WinBook J4 laptop computer--at first. But about two months after she bought it, she noticed that the pin inside the notebook's connection for the AC power converter had broken off, so she could no longer charge the machine's battery. "The dead battery alert beeped even though the computer was plugged in," explains Finn, an attorney and law professor in Santa Fe, New Mexico. "I looked to see if the pin was in the connector, but it was nowhere to be found. I shut down the computer and was dead in the water."

Confident that the extended warranty she had purchased would take care of the problem, Finn called WinBook to arrange for repairs. To her surprise, that's when the real trouble started.

"As soon as I mentioned the AC pin, the tech support representative transferred me to customer service," Finn recalls. "The [customer service representative] told me that--without question--I had damaged the computer and would have to pay a large deposit against the repair cost prior to the repair."

That response left Finn angry. "Since I knew I hadn't done the damage, I asked to speak to a supervisor and was told that I had no recourse--I had to pay the deposit to repair the notebook or they would void both my warranty and my extended warranty."

Finn had no luck contesting the policy with WinBook, and she eventually had to give up. She authorized the repairs and paid the deposit. By the time WinBook fixed her notebook, she had shelled out $144, plus all shipping costs. "By that point it had been a couple of weeks, and I was desperate to have my computer back," she explains. "Honestly, the computer is nice, but I wish I had gone with another company."

After I called WinBook about Finn's experience, the company's marketing manager Ed Lukens investigated and determined that the damage to Finn's computer was less extensive than expected and that the repairs should have been covered by her warranty. As a result of my inquiries, the company reimbursed Finn.

Nasty Surprises

Not all warranty disputes have such happy endings, though. The issue may be who is responsible for an equipment failure, whether the company must replace a faulty component with a new one, or who should pay for shipping. But whatever it is, too many users get a nasty surprise when they invoke a PC's built-in insurance policy. (Take a look at this month's On Your Side for a different tale of warranty confusion.)

How do you ensure that a PC maker will stand behind the promises it made when you bought the machine? A good place to start is by checking our ratings of PC makers' reliability and service. In addition, I'll give you some tips on how to guard against warranty nightmares.

Finn's experience is a good example of how differently a company and its customer can see the same facts. According to Lukens, WinBook turned down Finn's original claim because the problem she described fit neatly into the category of "user misuse" and consequently, under the written terms of the warranty, was ineligible for coverage.

"Of the thousands of WinBook J4's sold, this is the only one that's shown the problem Ms. Finn described," Lukens explains. "Generally, problems like this are caused when the user moves the system without bothering to unplug it, breaking off the AC adapter pin."

Lukens says that his company maintains photo archives to document the damage incurred by each unit that WinBook rejects for warranty repairs. "That way, we have a record to show damages that simply wouldn't be possible under normal use," he explains.

Finn is positive that she didn't cause the problem herself by forgetting to unplug the system. "Nobody at WinBook was willing to even consider that the computer might have a defective part," she says.

Business As Usual

WinBook's refusal to cover problems caused by users reflects standard policy among computer and other hardware vendors, and it's understandable. After all, you wouldn't expect the maker to cover repairs or replacement if you dropped your notebook into a vat of Jell-O or left it on the roof of your car just before departing on your morning commute.

But as Finn discovered, a reasonable policy can sometimes be enforced in an unreasonable way. If you're lucky--and many PC users are--the company that made your computer will go out of its way to make you happy. But if not, you may find that the company's warranty policies and procedures aren't particularly user-friendly. How do you avoid such problems or deal with them when they crop up? I have some suggestions.

First, make sure that you know the exact terms and conditions of your warranty from the beginning. Federal law requires manufacturers and resellers to make the details of their warranties available to consumers prior to purchase, so always ask to see a written warranty statement before you close the deal.

If you're buying at a retail store or over the phone, follow the famous advice of former President Ronald Reagan: "Trust, but verify." It's not unheard of for an uninformed salesperson to make verbal assurances that are at odds with what the vendor really covers. In these cases, the company--not to mention a court--is likely to fall back on what's in writing.

If you're buying online--or just doing some research at home--you can obtain a detailed warranty statement at the PC maker's Web site. If you're deciding between two or more products, compare the details of warranty coverage just as you'd compare features and price.

Consider the length of the standard warranty and the points at which it starts and ends. Although policies are getting stingier all the time, most PC makers still offer at least a one-year limited warranty; be wary of anything less. Find out whether the company will pay for 100 percent of repair costs, and whether the warranty covers both parts and labor.

Get details on exactly what kind of repairs your warranty covers. This is a notoriously gray area, with plenty of potential pitfalls. For example, in addition to refusing to foot the bill in cases of "user misuse," most warranties won't cover accidents like spills or drops, problems with user-installed software, or damage ascribable to unauthorized service or parts.

Worse, some warranties seem to ignore the fact that most computers are built to be upgradable. The most draconian policies dictate that the minute you open the PC's case--whether it be to upgrade your sound card or even to try to fix a loose connection--you void your warranty.

Find out what's involved in making a claim under warranty. For example, ask whether you need to report a problem within a specific time limit. Determine whether on-site service is an option and, if so, how long you can expect your hardware to be out of commission.

Will you have to spend hours on the phone with tech support before a service rep is deployed? (Hint: Start clearing your schedule now.) Look for a company that maintains a local repair facility, so you won't have to box up your PC and ship it to another time zone. In case you do have to ship your computer, find out who pays for shipping and handling.

Keep in mind that some warranties aren't transferable, so if you purchase a second-hand computer or buy a machine from an auction site, you may be out of luck. And virtually all warranties state clearly that the companies standing behind them are not responsible for any lost data or lost profits that result from a system failure, so be sure to back up your PC regularly and have a second system available if your work is time-critical.

Extended Warranties

Purchasing an extended warranty may add hundreds of dollars to a system's price, making it even more crucial to analyze the details of the policy. The investment often isn't worth the extra cost. It may make sense to give more consideration, though, to extended warranties from direct vendors. These warranties tend to be more reasonably priced.

If you're buying a laptop, look for an extended warranty that covers accidents like drops that portable PCs are prone to.

If you purchase a new system using a credit card, check the card issuer's product warranty options. Some cards automatically extend your warranty coverage after your manufacturer's warranty expires or offer extended coverage at a more affordable price. But the terms of credit cards' extended warranties typically mirror the terms of the manufacturer's warranty--check with your card issuer.

A final option: Credit card companies sometimes sell extra protection against accidents and theft not covered by most computer manufacturers' warranties.

What if you've played by all the rules, but your claim is still turned down? Document everything carefully so you won't forget the details. When you call tech support, explain the problem as precisely as possible, including details of how it happened and when you first noticed it. Describe any attempts you made to fix the problem. (But remember what I said earlier: Some warranties become void if you or anyone else performs any unauthorized service on the equipment--even something as minor as opening the tower).

If you still don't get anywhere, ask to speak to a manager and again explain the situation calmly and rationally. Offer to send documentation, including digital photos of the damage if necessary.

Bring In the Big Guns

As a last resort, send a firmly worded letter by certified mail to the highest-level executive you can find by name, and send a copy to your state attorney general and Better Business Bureau.

Before you buy, see what other consumers say about a company's policies. Our reliability and service survey, based on responses from nearly 30,000 PC World subscribers, is a good place to start.

Also consult friends and coworkers, and visit consumer Web sites such as PlanetFeedback and the BBB's site. If you have comments--either positive or negative--pass them on. Sharing your experience online could save other PC buyers a lot of headaches.