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Need Help with a PERSONALLY OWNED Computer?
Kenneth Wittig, CIO
NLU's tech team is here to you with hardware and software problems but we do have to draw line when you request support for personally owned hardware or software. We do assist you in configuring your browser or email client on a personally owned computer so that you will be able to connect to NLU email or to Banner Self Service, but that is far as our resources stretch. Just as fixing your car so that you can get to class or to work is your responsibility, caring for and repairing a personally owned computer is also your responsibility. Here are some tips to make it easier for you.
What can you do when you have a hardware problem?
First, try to avoid problems by buying a reliable computer that comes with a good support system. Two sources to check for reliability and service data (based on user surveys) are PC Magazine (see http://www.pcmag.com/article2/0,1759,1186134,00.asp and select from the Table of Contents on the right side for separate Desktop and Laptop ratings) and Consumer Reports (www.consumerreports.com - this is a subscription site; the print version is available in most libraries). In general, Apple, Dell and IBM receive higher ratings for reliability and service. The dollars saved on a bargain basement brand machine can easily be spent in repair bills and lost time and productivity.
Second, regardless of the brand or model, buy a 3 year on-site parts and labor warranty. These are typically priced in the $100 range and sometimes are on special so they may be free with certain models. You still have to work through your problem on the phone before the vendor will actually send a repair technician (and in some cases they may ask you to actually install a replacement part that they ship to you). These hardware vendors' warranties cover ONLY the hardware, with a little support for the operating system and the "drivers" (software that makes your printer or scanner, etc. work with the PC).
Third, if you are "out of warranty" or did not buy a warranty, you will have to take your machine to a repair shop. There are no well established brand name shops with uniformly high standards, so this is like shopping for a good mechanic. You may find good ones at the "big box" stores (Circuit City, CompUSA, Best Buy) but you may be more successful finding a small high quality shop in your neighborhood. Ask your friends and neighbors.
How about software support?
Most of the problems you encounter are actually software issues. Start with the supplier's support system, but be aware of costs. Many consumer software vendors offer limited or no free support and the per call or per minute charges can escalate. Also, vendors limit themselves to their own software and may not be useful if the problem spills over to the operating system or related software.
Another choice: there are now a number of online services that do fair to excellent jobs of software diagnosis and repair. In a recent review of these services, http://www.pcpinpoint.com/web/ emerged as a clear winner. It relies on a three-step support process that combines an analysis program, a self-paced tutorial, and live help. PC Pinpoint is priced at $49.95 a year per machine. A one-week trial is available for $14.95. The service starts with a utility that scans your machine to create a detailed listing and analysis of all software and hardware, followed by simple wizards that walk you through common diagnostic and repair processes. If you do need to speak with a technician, the evaluation rated them as knowledgeable and courteous.
PRIME DIRECTIVES for KEEPING YOUR COMPUTER TROUBLE FREE:
- Install antivirus software and update it at least weekly (set automated update feature).
- Install all security-related patches as soon as they are available (with Windows XP, you can tell the computer to automate this, otherwise do it manually).
- Especially important if you have a DSL or cable modem: install and use a firewall.
- If an email is the least bit suspicious- do NOT open it - or at least not before you check with the sender to verify it is legitimate.
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