Things to know when buying a service plan.

[sld72382]

I had many calls that went "out of control" (SC asks to speak to a supervisor) over this crap. These are things that people need to understand:

1: No, the service plan does not cover the cost of restore discs.

Due to the fact that many OEMs are putting the restore info on the hard drive, many PCs no longer come with discs. If you want a hard copy on CD/DVD, you'll have to buy them from the OEM. They are considered optional accessories now so even if your hard drive fails you'll still need to fork over the cash for them.

2. We cannot send a technician out to look at your machine.

We only send techs out to replace parts, not to look at the thing. It says so right in the damn fine print. We NEED to troubleshoot over the phone first. Why? We don't cover software, so if we send a tech to your home and find it's a simple software issue he will say so and leave.

3. We cannot send someone out in 24 hours.

What, you think we have the ability to atom-transfer the part to the tech and have him rush to your home? Come on, now.

4. Sometime, a complete restore is the way of life.

Yes, there are many times we do ask you to restore the PC prior to sending a tech out to replace the hardware to rule out a software issue. THIS IS A WAY OF LIFE, GET USED TO IT. Don't want to restore because you're too much of a lazy SOB to reinstall all your software afterwards? Too bad, we just won't repair your computer!

5. Don't believe everything the salesperson tells you.

Rule of thumb - if a salesperson tells you if covers everything short of intentional damage and theft, it's probably because the salesperson needs to meet his commision quota for the day or his boss is pressuring him to sell so he can get his month bonus. So when you call us with a virus problem and then complain that you have to pay for our premium support to get it out, don't complain to me. I'll be more than happy to transfer you to consumer relations were you will be met with a genuine apology () or if the rep is in a good mood, you will be given a $20 gift card to shut you up.

[MadMike]

if a salesperson tells you if covers everything short of intentional damage and theft, it's probably because the salesperson needs to meet his commision quota for the day or his boss is pressuring him to sell so he can get his month bonus.

I can beat that. I don't remember anything about theft, but when I bought my first computer (a Packard Bell -- I swear I didn't know any better at the time), the salesman told me the service plan did cover intentional damage. I thought that sounded kind of fishy, but I bought the plan anyway, because at the time, I knew nothing about fixing it myself, and I had an 18-month toddler running around the house, and anyone who has or had little kids knows they can be destructive at times.

[HappyCthulhu]

Several computer makers now offer an accident policy on Laptop which will cover any damage, but not data.
The desktops I sell also come with a 3 year next business day on site warranty, but parts still take time to come in after the tech figures out what's broke.

[sld72382]

Too bad many of the accidental damage plans are not available in Florida.

[technical.angel]

Several computer makers now offer an accident policy on Laptop which will cover any damage, but not data.
The desktops I sell also come with a 3 year next business day on site warranty, but parts still take time to come in after the tech figures out what's broke.

Bossman keeps wanting me to take advantage of that, and have the tech come in to replace parts. But in that amount of time, I could have fixed several. And when you have a tech whining because he put in an application (but can't remember what the position was) and didn't get a call back.... ....

That I can deal without.

Jenni

[Depot Denizen]

At the Depot, we sell Dells and Apples, and the odd Gateway (see sig). To prevent the students from being stupid (too late) the computers they buy from us come with Dell's 3-year CC warranty. The Apples have Apple's 3-year warranty as welll...but if you do something stupid to it (drop it, spill beer on it, sit on it) Apple charges a premium to have it fixed. Sometimes it is easier to buy a new machine. Anyway, we have our techs in the back to repair stuff. A lot of times, it is a geniune hardware problem that is not the students' fault, but then we get the morons who do stupid stuff like spill beer on the machine, or drop the damn thing onto the floor.

For software support, the students go to the Computer Depot Clinic, which is free for university affiliates. The hardware techs used to do it, but it started bogging down the system. If they want their data backed up when their hard drive started failing, that's extra. -_-

You wouldn't be surprised how many students complain about their computer that mommy and daddy bought for them. Business school students are the worst, and almost always demand a loaner for the time being.

[Mr. Rude]

A loaner??? LMFAO!!! No way chump. After you screwed up your machine?

Hit the road ya bum

[Depot Denizen]

Yeah. Unfortunately, the Business School has some classes that *require* the poor sap to have their crappy little laptop in every lecture. Plus, the little brats don't understand the concept of a computing lab. So we have to have loaners availible for the BSAD'ers to use when they break theirs.