Understanding the Jargon of Warranties

After-sales service is a vital part of your computer purchase but home computer warranties tend to have a language of their own.

On-Site Warranty

An on-site warranty is the best type to have because, if there's a problem, a computer engineer will visit your home to fix it. On-site warranties vary so always check what's included in the cover. Some may only cover hardware problems, and exclude software glitches, while some companies may charge an additional call-out fee if the problems are due to improper configuration or use of software.

Collect-and-Return

Next down the scale is a collect-and-return (C&R) warranty. In this type of warranty the manufacturer will arrange for a courier to collect the machine, fix the problem, and then return it to you. There is no cost except for the inconvenience of having to stay in for couriers and being without your PC for a while.

Return-to-Base

Bottom of the list is a return-to-base (RTB) warranty. This is similar to C&R in that the machine must go back to the manufacturer for repair, but this time you must arrange and pay for transit. A variation on this type of warranty is return-to-dealer (RTD), used by manufacturers who do not sell direct but through authorized dealers. If you've bought from a local dealer, it may be more convenient to return the machine yourself.

Extended Warranties

Deciding whether to have an extended warranty is difficult. Following complaints in the past, the Office of Fair Trading (OFT) has investigated extended warranties and has given guidelines to sellers to avoid high-pressure selling, and to give customers proper information about what is covered by an extended warranty. The best guideline is to consider how quickly a personal computer's value depreciates over time. A five-year extended on-site warranty may cost £300 on a £1,000 PC, but you should bear in mind that, due to depreciation, your PC will only be worth around £200 by the fourth year. PC monitors tend to hold their value, so if you're buying a 21-inch or larger monitor, an optional five-year warranty that at least covers parts and labour is a good idea.

Turnaround Time

With all warranties, you should find out if there is a guaranteed time for repairs. Most on-site warranties pledge to have an engineer to your home within two working days, although you can often get a faster service for an additional payment. If the machine has to go back for repair through a C&R or RTB service, most companies will return it within a week or a fortnight. However, even the most respectable manufacturers may only guarantee a 28-day turnaround time. Any company that refuses to say how long a repair will take or warns of repairs taking 'up to six weeks' doesn't have the resources to offer a decent service and is probably trying to sell you an extended or on-site warranty.

Assuming a reasonably quick turnaround, a return-to-base warranty is adequate for most home users. However, if you're running a home business, on-site maintenance may be essential. On average, an extension from the standard manufacturer's one-year warranty to three years on-site cover will cost around 20% of the purchase price.