Big Vendors' Warranties Get Small
By Nancy A. Feldman September, 2005

If you've been shopping for a new computer lately, you may have noticed something scary happening to warranties: They're shrinking. And not just on the low-end models.
Recently, two of the biggest names in the PC business—Dell and Gateway—have quietly reduced the standard warranty periods on desktops and notebooks to 90 days. That's pretty sad when you consider just how many parts within a computer can go bad.
These aren't just sub-$500 budget PCs, either. Dell has reduced to just 90 days its standard warranty on all its Dimension desktops and Inspiron notebooks, as well as its all-in-one printers, MP3 players, and handhelds. If you do see a longer warranty, it's only a special promotion. (Warranties on consumer products such as monitors, televisions, and projectors remain at one year.)
A Dell spokeswoman claims the decision was based on customer feedback. "We know a lot of customers value paying less in exchange for a shorter warranty," she says. On the budget models, she says, customers figure, "'Why do I want to pay more for a system that I'll probably replace if it breaks, anyway?'" Though she claims calls usually occur within the first 90 days, the company's Web site paints a different picture, aggressively pitching its extended warranties. The Help Me Choose link cautions you to "Lock down three or four years of service at the time of your purchase to avoid costly computer repairs in later years." And under the heading, "Why is it important to extend your service term?" you'll read the following dire warnings:
- Approximately 50 percent of computer snags occur after the first year.
- A single service repair without warranty coverage can cost between $150 and $699!
- A simple tech-support call after your term expires will result in a charge per issue.
Dell is clearly anxious to sell its extended warranties, so they must be profitable.
While warranties on Gateway's eMachines and Gateway systems sold at retail remain at one year, the company has condensed its standard warranty period on some desktops and notebooks sold online. But if you're not careful, you'll end up paying for an extension, because Gateway automatically selects that option for you. In fact, no matter which PC you choose and which service plan comes standard, Gateway's default option is an extended plan that costs extra. A company spokesman says this is fairly standard in the industry, but I couldn't find another PC maker's configurator that does this. So Gateway, too, is clearly in the business of selling extended warranties, yet to me, the spokesman justified the shorter standard warranty by saying, "Studies have shown that most PC-related problems and customer questions occur in the first 90 days of use."
Fortunately, it appears shrinking-warranty-itis is not yet contagious. Hewlett-Packard's coverage remains at a year, and the company has no plans to change that. "In our experience, a customer who buys a $400 PC doesn't need any less help than a customer who buys a $4,000 one," says Jim Kahler, HP's consumer-category support manager for North America. He did say, however, "If there is going to be a PC hardware problem, it generally surfaces in the first 30 days."
Velocity Micro still warrants almost 80 percent of its PCs for three years, with the balance covered for one year, according to Randy Copeland, the company's president. He estimates it costs Velocity Micro about $50 to $60 per year to service a computer. That's for labor only, he notes, because bad parts are covered by the individual manufacturers. About half of customers' problems occur within the first 90 days, he says. But another 40 percent, which occur within the first year, are covered by the vendor's standard warranty. Copeland says the remaining 10 percent occur over the next two years.
Should you pay?
Should you bite the bullet and pay the extra money for a warranty that used to be free? It depends on which of the vendors' stories you choose to believe. In my admittedly small sample, the consensus was most hardware problems occur within the first 90 days, which implies an extended warranty isn't worth paying for. Yet online, vendors that charge for warranties say accepting just 90 days could end up costing you a fortune.
A pragmatic way to look at it: If you did have to replace a part on your own, it probably would cost more than the extended warranty, because only the vendor is covered by the OEM warranty for that part. If you've been happy with the warranty service from a particular vendor, it's probably safer to spend the $20 or so for a one-year warranty. Otherwise, look for a vendor that will stand behind its product at no cost for at least that long.
Nancy A. Feldman is executive editor of Computer Shopper. Contact her at nancy.feldman@cnet.com.
|