The magazine of the Melbourne PC User Group How NOT to buy a computer Stan Johnstone stanj@melbpc.org.au

Despite its title, this article isn't meant to be negative. However, it was written with a degree of frustration immediately after spending more than three hours at a member's home. This s not just the story of that episode, but after being in the situation and seeing so many similar examples, it becomes much easier to answer "How should I buy a computer" - a question I am asked several times each week.

In the example from today, an older couple had originally bought their computer from a local suburban dealer and were having troubles connecting to the Internet. When they phoned me with a query it seemed it would be a matter of simply resetting some configuration and providing a few basic guides and tips to familiarise them with the software. As they lived nearby it was quicker and easier to call around rather than try to explain things over the phone.

They had bought a good fast PC, a good quality printer, a scanner, modem, tape backup unit,--everything they needed for what they wanted to do. However, the problems soon emerged. They mentioned the printer was not working as well as previously, Internet connection problems were increasing, and a few other minor matters.

First things first--I had come to fix their Internet problems, so that was the area to tackle first. That was simple, the network drivers were not properly installed! "May I have the Windows 95 CD-ROM," I asked. "Sorry, we don't have one, and never had one" was the reply. So firing up Explorer to see what was on the computer I could see various programs and asked what they used them for. "We don't--they came with the machine when we bought it," was the worrying answer to this.

At this stage I became aware that after spending over $3000 on their purchase, the operating system and other "free" (and possibly illegal) programs had been probably copied in one fell swoop from the dealer's master computer. After this a few minor adjustments had been made to suit the peripheral equipment based on Windows default drivers instead of the later ones provided by the manufacturers. Why? Surely installing the correct drivers would not cost that much!

I forgot to add--the dealer they had purchased all this equipment now had a "For Lease" sign in the window, and had gone out of business.

So how should one go about buying or upgrading their computer?

My first suggestion is not to buy everything from one source with the belief that your larger order will increase your discount. Dealer's margins are very low and they cannot possibly afford to carry the full range of peripheral equipment, or have maximum dealer discounts with all the major manufacturers. This is why many dealers will offer a package using those products they can source at the most profitable price.

Instead, my approach is to purchase or upgrade the PC itself from one source, and then look around elsewhere for the best price for a printer, modem, scanner, etc. Occasionally it may be the same dealer, but more often not.

Buy or upgrade?

This is a frequent subject for an article. General consensus suggests that a PC will survive about two upgrades, but after that it probably time for a new PC, and the old one can be passed along, or kept as a backup machine.

Where and what to buy

From my experience there are three main types of PC manufacturer.

At the top of the price range are the major company brands that produce excellent PCs using good quality components. They usually come with their version of the operating system and several (legal) software packages in a ready-to-go condition, all designed to fit neatly together with a small footprint on your desk. However in some cases these PCs have many gimmicks. I have often been shown such items as phone answering software that prompted me to remark that it was a very expensive to run a whole PC to achieve the same result as my little $80 stand-alone unit! In most cases these PCs use their own proprietary components, and future upgrades often can be difficult and expensive as a result. At the same time the manufacturer provides warranties that offer a degree of safety for the user in overcoming problems if they occur.

At the other end of the scale is a small dealer who has to build at a minimum price in order to compete. Margins being as small as they are, components are often obtained from the cheapest source available at the time. It may mean that machines built just a few weeks apart with the same outward specifications will have completely different components inside. This raises the concern for finding suitable replacement components or upgrades at a later date. Fortunately the modular construction of PCs is a great aid for a swap-and-match approach, and the more adventuresome users will often find these PCs quite adequate for their needs. However, it can also leave you in the position where you have rely on the original dealer who by then might have a "For Lease" sign on his door.

Between these two extremes is the specialist computer builder who also provides upgrading services. To my mind this is the most effective solution, particularly if the company is well established and you can feel confident that the same company will be there if you need help at a later date. A good company will ask about the type of work you expect the PC to carry out, and then discuss with you the best options to meet that need. There is less risk of them over-selling or supplying you with a machine not ideally suited. Additionally, thought and planning can be given at the initial stage for providing for future upgrades. These PCs may cost between five and ten percent more than the cheaper ones mentioned above, however it is worth considering that probably you will save far more than the difference in a very short time.

Monitor, mouse and keyboard

As I see it, these should be considered as part of the PC purchase. Monitors are best purchased with the PC so that the appropriate video card can be provided and configured, and the mouse and keyboard will be needed for use as soon as you get the PC home. Monitors often outlive a series of PCs, except where the excuse is found to justify one with a larger screen. To me, the mouse and keyboard are disposable items, and a cheap $15 replacement from a swap meet usually proves more than adequate.

Printers, modems and other peripherals

While describing the different approaches for buying a PC, I have stressed the need to be able to obtain a warranty on your purchases that will be honoured if problems occur.

Printers and scanners are comparatively cheap these days, however it pays to stick to the major manufacturers. It doesn't matter where these units are bought, the warranty is usually carried direct by the manufacturer. For this reason you may as well buy from the cheapest retailer you see advertising the make and model you want. Shop around and, with new models appearing all the time, it is often possible to buy a recently superseded model adequate for your needs at a much lower price.

There seems to be a comparatively large price range for modems capable of apparently equal performance. Seek advice from friends - you may find their recommendation is for one that is half the price of another that appears identical. Several major brands of modems have disappeared in recent years, however with their comparative low cost today, they can also almost be considered a disposable item.

Upgrading

Why do I keep mentioning upgrading? From industry reports we learn that more than 70% of purchasers make an upgrade of some kind within the first 12 months of purchase--be it more RAM, an extra drive, etc--it is important to be flexible.

"Experts"

I would like a dollar for every time I have heard the expression "My friend is an expert, and he told me there is nothing wrong with my machine, so it must be at your end". I do not know of one expert! I know many hardware experts, many software experts, several network experts, several Internet experts, but I do not know of anyone who can positively claim they are an expert on all aspects of PCs. It is all aspects of hardware and software that must be taken into consideration when solving problems.

Most dealers are experts in only one aspect of a PC--the selling of them. A friend of mine arranged for the local "expert" to upgrade his office server and in turn each of his office machines. "No worries! We'll do it progressively over the next two weekends." Four weeks later, with the loss of some irreplaceable data, the expense of many hours by the principals in the firm getting involved, they finally accomplished all that was planned. The cost of the lost time was much greater than the material cost of the upgrade. The work was finally only achieved by using some components of a later operating system--a patchy system at the best, carried out be "experts".

Summary

Please understand that I have been very general in any criticism of people working in the industry providing computers for the home and office. As in all industries there are very capable people doing lesser jobs and it would be quite unfair to lump them all into any one category, and my generalisations are the result of many individual cases.

Today the PC market has products with the speed, power and capacity that was unheard of just a few short years ago, and at a cost that would have be unbelievable. Just look at the pages and pages of advertisements we are confronted with each day and it is very easy to be confused and not know which way to turn.

I began writing this article in a state of passion following an afternoon of frustration and annoyance caused by a dealer who was marketing unfairly to innocent customers. Please, do not let this happen to you.

Look around before you next make a purchase, analyse your real needs, ask questions and seek opinions of those with similar experience. Look to the future and make provision for it before it is too late.

Importantly, remember you will finish up getting the quality you paid for.

About the author
Stan Johnstone has used many types of computers for many purposes over the past 35 years. He is an Honorary Life Member of Melb PC, a past President, and a member of our Internet team. Shortly he will be commencing free daytime Internet sessions for Melb PC members who are retired or unemployed.

Reprinted from the June 1999 issue of PC Update, the magazine of Melbourne PC User Group, Australia

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