Feature: Focus on Notebook Warranties

If the notebook you've bought less than 30 days ago doesn't work out, chances are you can return it to the retailer for a refund or exchange. But what happens when those 30 days are up and your notebook gets temperamental?

In last week's newsletter, I offered a look at the return policies of four online notebook retailers and offered tips on getting the best returns. This week I focus on notebook manufacturer warranties, with tips to help you make the best buying decision.

Warranties 101

In general, a warranty is a contract that says if there's a mechanical failure that wasn't your fault, the manufacturer will assume the costs and labor involved in repairing the notebook (or other device covered by the warranty).

Many standard notebook manufacturer warranties last one year. Some vendors as well as retailers offer extended warranties that add another year or more to the original warranty. You'll pay extra for these warranties, of course, and in some cases you must buy them within 30 days of the computer purchase.

Theft, fire, breakage, and other damage aren't often covered by notebook warranties, extended or not. For breakage and damage (such as spills), you'll need accidental damage coverage, which notebook makers may offer at an additional cost. Theft and fire coverage are usually the exclusive domain of a notebook insurance policy. For more information about notebook insurance, read "Mobile Computing: Insuring Your Notebook."

Standard Warranties

The three major notebook vendors whose policies are described below--Dell, Gateway, and IBM--offer fairly similar standard warranties. The differences between these (and other) notebook vendors are usually related to the extended warranties offered.

Some of the standard warranty features you should expect include:

• One-year coverage of parts and labor.
• Mail-in service. With a standard warranty, you'll need to send the defective part (or notebook) to the manufacturer or its designated service representative. Gateway customers, however, have the option of taking their ailing notebook to a nearby Gateway store's service center--a big plus, in my book.
• Free telephone tech support.

Extended Warranties: Dell

Beyond the standard warranty, Dell offers a variety of Inspiron warranty upgrades. For $119 or $169 (depending on the model), you can extend the basic warranty to three years. With this warranty, you must mail your Inspiron (or the defective part, such as a damaged hard drive) to Dell for repair or replacement.

You can also pay extra for At-Home Service, in which a technician will come to your home "if necessary" to install replacement parts. A limited warranty with At-Home Service is $59 or $69 (for one year) to $279 or $369 (four years). The lower prices are for Inspiron 1100 notebooks; the higher prices are for all other Inspiron models.

Dell also offers CompleteCare, accidental damage protection for notebooks. CompleteCare adds protection for spills, power surges, drops, and breakage. It begins at $59 for one year (on an Inspiron 1100) and goes to $179 for four years (on all Inspiron models except the 1100).

Extended Warranties: Gateway

Gateway's warranties vary by product line. Some notebooks come with a standard warranty of one year; others may have up to three years. The warranty details are spelled out for you during the online notebook configuration process.

In addition, Gateway offers a mind-boggling variety of extended warranty options. When configuring a Gateway 200XL online, for instance, I was presented with no less than 14 choices for extended service. Among them were Value Service Plans, which are essentially the standard limited warranty with extended periods up to four years; Value Plus Service Plans, which add on-site repair to the standard warranties; and Total Protection plans, which add lifetime telephone support and Gateway's Accidental Damage Protection to the Value Plus Service Plan package.

Gateway's Accidental Damage Protection can be purchased separately from a Total Protection plan. Accidental Damage covers drops, spills, power surges, and natural disasters and adds $119 (for one year) up to $199 (four years) to your total bill.

In addition, the company recently began offering its Gateway Priority Access plan, which promises participating customers that their tech support calls will be answered within 30 seconds. GPA also promises same-day notebook pickup, with delivery to a Gateway service center for repair by the next day. GPA periods range from one year ($100) to one years ($180).

For general information about Gateway warranties, go to the company's Consumer Limited Warranties and Service Plans page or its Business Warranties and Service Plans page.

Extended Warranties: IBM

IBM offers an array of extended warranty options (called ServicePacs), some of which add on-site service. ServicePacs for ThinkPad models begin at $49 for one-year on-site repair and go up to $549 for four-year on-site service. Prices vary depending upon the ThinkPad model.

In addition, IBM offers ThinkPad Protection, accidental damage coverage for power surges, drops, liquid spills, and LCD damage caused by a drop or fall. This protection plan is available only at the time of ThinkPad purchase. In addition, the coverage isn't usually offered as an option when configuring a system online; you'll need to call IBM's toll-free number (888/746-7426). Rates begin at $199 for two-year depot service.

Tips for Warranty Shopping

Used Notebooks. The warranties described above are for new computers only. Refurbished notebooks, such as those sold by Dell and Gateway at their Web sites, sometimes have shorter warranty periods--though you can often buy extended warranties for refurbished computers, too. The bottom line: Read the warranty information carefully if you're buying a used or refurbished notebook.

Retailer Service Plans. In addition to computer vendors, some electronics retailers such as Best Buy sell extended service plans on notebooks. Often, these plans extend the life of a notebook's warranty up to four years and may offer full replacements for defective equipment. For example, Best Buy offers a three-year extended performance plan for a Sony VAIO PCG-Z1RA notebook ($250).

Some consumer advocates, such as PC World's Anne Kandra, warn that extended warranties often aren't worth the extra cost. Read Kandra's tips-packed guide to computer warranties.

Though I've never purchased a retailers' extended service plan for a notebook, I did buy one from Best Buy for my IPod, and I'm glad I did: Six months after I bought it, the IPod developed a mechanical problem. Because I purchased the performance protection plan, Best Buy exchanged my second-generation IPod for a brand new, shrink-wrapped, third-generation model of comparable retail value.

Default Warranties. When configuring a notebook for purchase online, don't assume the standard one-year warranty will appear as your default warranty choice. In some cases, a more extensive warranty will be listed as the default option. When you look closely, though, you may find a standard one-year warranty listed. Picking that option will reduce the total cost of your system.