Repair or Replace?

We address the question that would have stumped Hamlet.

James A. Martin

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Feature: Repair or Replace?

Every so often, I displease the gods of technology. I'm not sure what I do to anger them; but I know I've made them peevish when my computer, PDA, or other electronic device dies a sudden death or becomes inexplicably and mortally wounded. And I know they're truly, madly, deeply angered when a gadget goes bye-bye just seconds after its warranty expires.

When a good gizmo with an expired warranty goes bad, there are tough decisions to make. Should you have it repaired? Or, in this age of disposable, instantly obsolete electronics, do you replace it? Which is more financially viable in the long run?

Recently, I've had several devices--including a portable DVD player and a digital camcorder--either stop working or develop serious problems. I'll tell you more about them in a minute. First, let's consider what you, dear reader, have to say on the repair vs. replace issue. In a recent newsletter, I posed the question of which course of action is better, and you sent in some great advice.

Don't Assume an Expired Warranty Has Expired

A 46-inch Digital Light Processing television hardly qualifies as a mobile device, and we're all about mobile devices in this newsletter. Nonetheless, I'm including a tip from Terrance L. Dreyer of Scandia, Minnesota, owner of said television, because it's a goody:

"Recently, I had problems with the color wheel of my Samsung DLP 46-inch monitor. It was almost exactly one year, one month old (and came with Samsung's one year, parts and labor warranty)," Terrance writes. "And of course, I didn't buy an extended warranty (from the retailer)."

Terrance called Samsung anyway. The company extended his warranty, and the part was replaced at no charge, with in-home service, within one week. Terrance had been told by a third-party repair company that the repairs would have cost him up to $300. "The repairman said he likes working with Samsung and was going with the company exclusively in his repair business since it does things like this [extending the warranty] routinely," he adds.

I've had a similar experience. My Samsung portable DVD player ceased working entirely about two months after its one-year warranty expired. I had inherited the player from a close friend who passed away, and I had no receipt for it. Given the player has emotional--as well as entertainment--value, I took it to Best Buy, where it had been purchased. Though I paid $25 for Best Buy to ship it to Samsung, the electronics manufacturer made the necessary repairs for free--even though it was out of warranty. You've got to love that.

Check Your Credit Card's Policy

Even if the manufacturer's warranty has expired, repairs for your ailing device may still be covered, several readers pointed out. American Express and other financial institutions often add one year to a warranty for items purchased on their credit cards. So before your next equipment purchase, check to see if your credit card company will extend the manufacturer's warranty.

Keep the Planet in Mind

James van Pelt of New Haven, Connecticut believes that, in most cases, "it makes financial sense to replace" a defective, out-of-warranty electronic device.

"However," James writes, "I believe it makes more environmental and moral sense to do your darndest to repair whenever possible. In that regard, winding up with a slightly old but working device is better than adding another item to the waste stream. Plus, a repair job creates work for the repair folks. So (when possible) I go with repairing and consider it a contribution to my children's future on this planet."

Develop a Formula You Can Live By

Deciding whether to repair or to replace an out-of-warranty device often requires taking into account a number of factors: the device's age, estimated repair costs, the price of a new replacement model, the features offered in the newer version that your older model lacks, and so on. In short, you often have to consider each situation on a case-by-case basis.

Still, it helps to have a formula in mind.

"Repair or replace is a question that would have stumped Hamlet," writes Jeff Partridge, of New Philadelphia, Ohio. "I use fairly simple criteria: What's the expected useful life of the product if I have it repaired? Can I afford to replace it? Does the cost to repair amount to more than about three-quarters of a new model's price?" Ultimately, Jeff says the deciding factor for him is "will the replacement give me significant features that the old one didn't have?"

My Two Cents

For me, Jeff's deciding factor is a great rule of thumb. For example, my three-year-old notebook has developed all sorts of problems; in fact, it may shut down on me even as I type this. It's still under warranty, and I can have it repaired within about a week (I'm told) by shipping it back to Dell.

But can I afford to be without a computer that long? No. And besides, the notebook, a Dell Inspiron 8100, doesn't have Wi-Fi, Bluetooth, USB 2.0, a fast processor, copious memory, or other features that I need. So I've ordered a new computer because (a) I value my time and (b) the features on my old notebook just don't cut it anymore.

Of course, there are at least two sides to every argument.

My five-year-old, out-of-warranty Sony digital camcorder has developed a serious problem. Most everything I videotape in bright light takes on a strangely surrealistic pattern, like a tie-dyed T-shirt that even the most devout Grateful Dead fan would eschew. The problem has been diagnosed as an "iris sensor" malfunction, and repairs are expected to cost $250. But a new, similarly equipped Sony digital camcorder, which is more compact than mine and offers more features, costs about $1000.

In this case, it's difficult for me to justify buying a new digital camcorder, as it's an electronic gadget I use for play, not work. So in this case, I'll be heading to the repair shop.

Mobile Computing News, Reviews & Tips

Reliability & Service Survey: Mixed Results for Notebook Makers

In PC World's latest reliability and service survey, readers said Apple and EMachines notebooks were the most reliable, while machines from Compaq, Gateway, HP, and Sony ranked near the bottom. Indeed, 29 percent of Sony notebook owners reported hardware or software problems, compared to only 16 percent of Apple's notebook users.

As for tech support, IBM ThinkPad notebook owners said the company gave the best phone support and service. While reliability was about average, customers absolutely loved the service. How long that will last is anyone's guess (see the story below about IBM selling its PC division).

Survey respondents weren't happy with Sony. Twenty-three percent of Sony customers who encountered a problem with their notebook said the company never solved it, compared to a mean of 14 percent for all notebook vendors.

Notebook News: IBM Sells Its PC Business

Big Blue is getting out of the personal computer business. IBM recently announced an agreement with China's Lenovo Group, which will acquire IBM's PC division (including its ThinkPad notebooks) for $1.25 billion in cash and equity. IBM will also take an 18.9 percent stake in the company. The deal should be finalized in the second quarter of 2005.

IBM and Lenovo say customers will see no change in product availability and support, either while the deal is being completed or afterward. For more details about the deal, go to "IBM Sells Its PC Business."

But how do IBM PC users feel about the news? Longtime IBM user Sidney Soberman says ThinkPad notebooks never break down. But with Lenovo buying the technology, "I would tend to think the quality of the notebooks will decline," he says. For more user reactions, read "IBM PC Users Face Uncertain Future."

Smart Phone Review: PalmOne's Treo 650

PC World's Denny Arar had been longing to try the new Treo 650 smart phone. Finally, she got her hands on one--and it was worth the wait, she reports. The 650's color screen, thumb keyboard, built-in digital camera, and removable rechargeable battery are all big improvements over the Treo 600.

The Treo 650 isn't without its flaws, though: It has less memory available than the 600 and doesn't have Wi-Fi. And currently, phone service for the Treo 650 is available from Sprint only.

Gadget Tip: Mind Your Manners

Two-thirds of executives say rudeness related to mobile technology--inappropriately loud conversation on a cell phone, for instance--is getting worse, according to a survey by IT staffing firm Robert Half Technology. With that frightening statistic in mind, PC World "Gadget Freak" columnist Dan Tynan serves up some "gadgetiquette" tips.

For example, if you're expecting an important call when going into a meeting, set your cell phone to vibrate instead of ring. Warn those you're with that you are expecting the call. When it arrives, apologize and step out of the room to talk. And turn off the phone when you rejoin your party.

Telephony Services: Is VoIP Right for You?

Voice over IP has enormous appeal for mobile professionals, as you can literally take your phone system with you when you travel. And VoIP can drastically cut your phone bills. But is VoIP service right for you? Michael Desmond answers frequently asked questions about VoIP ("Will I save a lot on taxes?" "Can I call 911?" "Can I connect on the road?") in "Is an Internet Phone Right for You?"

Gadget News: A T-Shirt for Your MP3 Player

In his Digital Gear column, Agam Shah reports on the Koyono BlackCoat T, a $39 T-shirt with a central pocket for storing MP3 players or miniature electronic devices. The T-shirt has a zipper in the center that provides access to the pocket. But don't forget to remove your gadget before doing laundry, Agam warns.

Suggestion Box

Is there a particularly cool mobile computing product or service I've missed? Got a spare story idea in your back pocket? Tell me about it.