Slashdot Mirror
Do Manufacturers Adequately Support Their Products?
Chris Edwards asks: "I've been having quite a few problems with Dell support recently, and would like to ask the Slashdot community a question. To what extent should computer manufacturers support their product? I own a Dell Inspiron 7500
laptop, which has been plagued with problems since the day I purchased it.
The Inspiron 7k series were the first from Dell to take advantage of the new
15"/15.4" screens that had become available. They made one very tiny
mistake; they didn't change the hinges to support these gigantic LCDs. The
hinges on my laptop have broken four times since I purchased it two years ago. To put this into perspective: 8% of the time that I've owned my laptop, it's been in for repair. Should Dell just replace the laptop? Their support department doesn't think so; what do you think?" Dell isn't the only guilty party here. I'm sure you all have had your share of hardware support stories, the recent Ask Slashdot on IBM Deskstars is another example of this. Which manufacturers have a real bad track record of this kind of behavior?
To what extent should a product be supported? I think the fact that someone can seriously ask that question makes a statement about the mindset of the computer industry when it comes to backing up their products. This has been said time and time again; in no other industry do people accept such high product failure rates! I think it's really that simple. That something is expensive doesn't mean it shouldn't be expected to work almost perfectly (perhaps just the opposite). Companies must take whatever steps are necessary to completely alleviate problems with their products within any time period they've specified. If a laptop has a 1-year warranty and the customer has a problem in that year which the company can't get figured out in a week, they shouldn't be able to say "replacing the motherboard is too expensive so we can't help you." And if they're having a lot of problems like that crop up and they're losing money because they have to replace so many motherboards, they shouldn't be allowed to screw customers; it's their suppliers' fault, sue them. Bottom line: there is no accountability for lousy products in the computer industry, and that needs to change.
Sun Microsystems has some of the best support around. When I have problems with Sun hardware, I call them and tell the what part I need replaced. Then they send the replacement, I send back the old stuff, and swap the parts myself. If I can't handle a problem, they send a tech out within 24 hours to troubleshoot and fix the problem. And this is all under standard warranty; with a nice service contract you can get two hour turnaround on five year old hardware.