I am thinking about buying a new laptop to replace my POS HP which is quite literally falling apart. Anyway, I am wondering if, given a particular configuration, it’s better to buy direct from the manufacturer or a retailer. Seems for some computers it’s actually cheaper to buy from a retailer – I assume because they buy one configuration in bulk at a discount then split the difference with the consumer.
Figured I’d solicit opinions/experiences on this, especially with regards to tech support. On the one hand, it is a pain to call up to talk to some faceless person who is not a native English speaker and is reading from a script (one time HP sent back my laptop to Boston instead of San Diego, and asked if it would be difficult for me to go “pick it up”). If you buy from, e.g., Best Buy, at least there is a manager you can go confront if there is a problem. On the other hand, the thought of leaving my computer repairs to the “Geek Squad” is vaguely horrifying, and I definitely have suspicions about cheap computers that are sold retail, probably mostly to people with no computer knowledge. Thoughts?
I bought a Dell laptop for a Christmas gift from Best Buy because it was cheaper than buying it from Dell directly (i.e., even cheaper than the employee discount price). The catch is that only the system only comes with a one-year manufacturer warranty and it can’t be extended through Dell. If we want to get additional support, we would need to buy it from the Geek Squad. So if you’re uncomfortable with the Geek Squad, buy the system from the manufacturer. (Another reason to buy the system directly is if you want to customize it at all.)
I would always buy laptops from the manufacturer, if you are worried about being able to get it fixed, buy the extended warranty from the manufacturer.
Many of the manufacturers offer “premium support” of some kind that gets you fast access to us based support.
I’ve posted about this before, but I buy mine through Costco whenever possible. They add a third year onto the warranty, and when you need service on it, you go through their Costco Concierge service. You call them, tell them what’s wrong, and they connect you to the manufacturer while they remain waiting on the phone, and make sure it gets resolved properly. Once I received a replacement HP laptop power cord the same day I called it in to Costco. I’ve bought several refurbs that ended up needing replacement parts and each time it was painless. I somehow don’t think I’d receive the same support without the big gun behind me.
Dell is horrible for support. The people don’t seem to have any clue of what’s going on. Fortunately with all the Dell’s I bought (I used to be a system admin for a large hotel) I only had one bad Dell, but that was a NIGHTMARE trying to deal with Dell Support.
It’s unlikely you’ll get a bad PC. If you do, almost always PC show defects within 30 days or less. So you can just ship it back. Dell has a 30 day return policy, but watch it as it starts from when the computer is shipped not when you get it.
I found that Dell’s Online forum’s were a great source of information, but you actually don’t need a Dell to use them.
So one bad Dell out of a hundred or so bought, not a bad ratio.
I like H/P. I have never had an issue with an H/P computer. (knock wood -> Watch my H/P break down now :))
I bought my H/P from Best Buy. It was great, I went online and ordered it and since it had a few extras I had them put in, it took 24 hours and I picked it up. Very fast and efficent.
I have had the most success buying from an individual who is free-lancing. He used to have a storefront and partner, but gave that up some years ago. I have had wonderful service from him. I found him through a recommendation (from my wife’s business partner). Unfortunately, he now has some contract with China that seems to take up most of his time. He is totally fluent in Chinese, Vietnamese, French, and English.