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Occasionally a new operating system or a new application is a step or two
ahead of the available hardware; it can’t provide full functions until the
chips catch up. Either way, hardware and software improvements are like a
constant game of electronic leapfrogging.
In a perfect world, any new piece of hardware would come with device driv-
ers that make it work without flaw with the latest operating systems and pro-
gramming. And any new program would be delivered with software drivers
that instantly translate its commands so that any hardware can immediately
act upon them. Sorry to have to break the bad news, but this is not a perfect
world. Instead, what we have is a situation where you have to put in a bit of
work to make sure that your drivers are up to date.
Most major manufacturers of hardware and software issue driver updates to
deal with significant changes like a new operating system introduction (the
arrival of Windows Vista brought forth a parking lot full of device drivers for
hardware, while the arrival of a new class of microprocessors demanded
adjustments to software drivers for many programs).
Locate the Update button (part of many software applications); give it a try
anytime your machine is connected to the Internet and you’ve got nothing
else to do. In most situations, this should keep your programs up to date.
Cheap, Brand-X hardware can sometimes cost you more in the long run than
a device from a company that is likely to stay in business for the lifetime of
your laptop and its components. I’ve got a closet full of once-nifty devices
sold by companies that took the money and ran, without maintaining an
online or telephone support department and without offering necessary
driver updates.
And visit the web sites of the manufacturers of any hardware you add to
your laptop (either as a component in an internal bay, or as external device
attached to a USB, eSATA, or other connection). Check for updates specific
to your configuration; if you’re running Windows XP, you don’t need to

Behind the Tree.” The support line offered by many laptop manufacturers
goes to great lengths to screen out calls they really don’t want to deal with
(or don’t have to, according to the terms of the warranty).
First of all, most laptop makers refuse to assist you if they determine (or
believe) that your problem is caused by any hardware or software you’ve
added to the machine if they didn’t supply it or specifically include in your
warranty. Secondly, you may find yourself between a hard and a soft place
if you run into a problem with the operating system, even if it was supplied
by the laptop manufacturer with the machine.
One of the biggest problems with calling a hardware maker about a problem
with the operating system is that many times their preferred solution is to
have you reformat your hard disk drive and reinstall Windows and all of your
software applications. That may well solve problems related to corrupted
registries, missing files, and bad device drivers, but you will lose any data
files you’ve not backed up to other media. In some cases this is the equiva-
lent of using a sledgehammer to install a pin; it works, but it may also cause
a great deal of damage.
Start with Microsoft, the maker of Windows of all flavors; in general, that
company doesn’t offer free support to users who receive their operating
system preinstalled on your laptop by the hardware maker. That’s because
Microsoft sells manufacturers deeply discounted licenses allowing Windows
installation on thousands or millions of machines at a time; you get a great
deal on the cost of the operating system but Microsoft doesn’t want to have
to devote resources to supporting your system.
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Calling the Experts to Your Aid
56
Now move on to the laptop maker: Although most offer some level of assis-
tance with problems related to the operating system, they cut off support if
they believe you’ve modified the supplied software or hardware. “Not our

the warranties come in different colors or levels or fancy names.
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Doing It Yourself
versus Calling
in the Cavalry
Calling the Experts to Your Aid
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Basic, standard, and limited warranties
Like it says, a limited warranty isn’t complete, total, and without strings.
Here, let me grab a copy of a “One Year Standard Limited Warranty” from
one of the biggest laptop manufacturers. Got it: 15 pages of “disclaimers and
limitation of remedy.”
The following is a true example of the terms of a limited warranty, but please
don’t assume that the limitations here are exactly the same as the limitations
that come with your particular brand and model of laptop. You’re going to
have to read the fine print yourself. I recommend preparing with a strong
light and a stiff drink.
The warranty starts on the date of purchase, which may or may not be the
day you receive a machine or first put it into use. And this particular war-
ranty applies only to customers in the United States and its territories, Latin
America, and the Caribbean; those fine folk in Canada and Europe and Asia
have their own small print to peruse.
The company promises — in its sole discretion (that means, whether it’s
your preference or not) — to either restore a machine to its original factory
specifications or replace it with a product at least equivalent to the one you
bought. Any parts used by the company in repairs may be new, or they may
be reconditioned parts equal to or superior to original equipment.
Here’s one of my favorite sections: “Customer must read and follow all set-up

incentives or rebates.
Going to a third-party warranty
Nearly all “generic” laptop makers — companies that sell machines that
retailers and web sites rebrand — don’t offer repair and maintenance serv-
ices of their own. Instead, they offer contracts from national companies,
or a chain of retail stores may provide warranty services on its own.
You may be offered a third-party warranty in another instance. Some retailers
may offer an extended warranty for a brand-name laptop computer. These
contracts kick in after the initial coverage period from the manufacturer but
you must purchase while that original warranty is in effect.
I don’t mean to paint all third-party warranty companies with the same
brush; your local store may have demonstrated its trustworthiness. But hey,
you’re buying this book because you’re looking for the voice of experience.
An expert who knows what he’s talking about. Someone who’s been down
the road. I guess that’s me.
Be very cautious if you choose to consider third-party warranties. Some of
these companies are more like insurance companies; they bank your money
and hope that you don’t make a claim. If you do have a problem — and if it
fits their definition of a covered repair — they may hire an area repair com-
pany to do the work. Is that local company good at what it does, and will it
use first-quality parts? I don’t know; do you?
And you also run the risk that the warranty company (or the retailer who
resold it to you) may not be in business a few years down the road. In
theory, these policies are supposed to be backed up with some kind of finan-
cial bond, but that may not be much help to you if you need quick service.
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time may also vary from a day to a week or more.
I’m not accusing technicians of prying into your personal affairs, but any
sensitive material on your hard drive is out of your control while it’s at
the depot.
One way to guard private information, including banking and financial
statements, is to password-protect individual files or entire folders. You
can do this with built-in Windows XP or Windows Vista facilities; you can
also purchase third-party encryption programs. Just don’t forget the
password . . . and don’t write it on a sticky note attached to the bottom
of the laptop, either.
✦ Carry-in service. Many major laptop makers have regional service cen-
ters where you can personally deliver your machine. That doesn’t mean
you can take a seat in the waiting room while the laptop is immediately
repaired; however, if the repair is something simple like swapping a
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Calling in the Special Forces
60
failed battery for a good one, you may be able to take care of business in
one trip. It’s likely, though, that a maker might have a center on the West
Coast and another on the East Coast; if it’s not an easy drive, you’re
back to depot service.
Calling in the Special Forces
The good news: Laptop prices have gone down as capabilities have gone up.
The bad news: Among the ways laptop makers have sought to save money
is by reducing (or eliminating) much of their product support services.
Years ago, laptop makers would maintain well-trained support departments
available to spend hours on the telephone helping a user get past a hard-
ware or software problem. The best of the companies offered these services
almost without limitation; if you had one of their machines, you could call in
with a question. Today, though, you’re more likely to find severely limited

in the Cavalry
Calling in the Special Forces
61
✦ Unlimited Support. Subscribers receive a special phone number and ID
code that permits them to dial in for assistance on either a specified
type of problem (hardware, for example) or for support on any possible
problem, including difficulties with the operating system and installed
software.
✦ Support Bundles. Some companies sell a “bundle” of a specified number
of support incidents. When the block of cries for help is exhausted, sub-
scribers can purchase more access. (Most plans works so each problem
is treated as an incident; if one call doesn’t solve the problem, additional
calls to the support line are treated as part of the same incident.)
✦ Per-incident Support. Some hardware and software companies (includ-
ing Microsoft for Windows operating systems) sells access to an expert
on a per-call basis. It’s kind of like a computer game of Truth or Dare. For
a fee, you get to ask a question about a single problem, error code, or
incident. And the expert is supposed to stay with you, telephonically or
by chat line, until the problem is solved.
✦ Setup Services. Some retailers and online sellers dispatch a technician
to your home or office to set up or configure your new system. It’s a
pricey option, but for those users who are completely clueless — and I
submit that doesn’t include anyone smart enough to buy this book — it
may be worthwhile. Note that this sort of service is bound by geogra-
phy; if you live way out in the boondocks or on a sandy island (or both,
like me), you will likely find that you’re out of the local coverage area for
personal service.
✦ Rent Your Own Geek. In many communities you will find knowledgeable
computer experts — sometimes, dare I say, a mere kid — who comes to
your home or office to fix a problem. You have to determine for yourself

no matter what some salesperson says.)
✦ Special support lines. For the extra money you pay, you might be
granted access to real live human beings who answer questions and
assist in troubleshooting. Or you may be granted priority access, which
means you can jump to the head of the line, leapfrogging over people
who’ve been listening to recorded “Thank you for your patience; your
call is important to us” announcements for three hours.
Refurbished, remanufactured, or open box
Some people seek to save money by purchasing a laptop from a source that
sells machines that are a bit less than brand new:
✦ Refurbished. What happens when someone purchases a laptop and
then decides it’s to too heavy, too slow, or too hungry when it comes to
battery power? Most retail and online outlets offer a period during
which you can return the laptop for a full refund (or sometimes for the
purchase price minus a restocking fee).
If the seller is honest . . . and most, but not all, are . . . they won’t resell
this machine as if it were new. Instead, they’ll refurbish it. This usually
includes electronically wiping the hard disk clean, reinstalling the oper-
ating system and applications, checking to see that all the parts are in
the box, and running basic tests on the hardware. And then they sell
it at a discount.
✦ Remanufactured. What happens when someone buys a laptop and
returns it because it’s defective in some way? The fault may be minor,
such as a broken key cap or a failed indicator light. Or the problem may
be more significant, such as an inoperative or faulty hard disk drive or
DVD drive.
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been checked out; in fact, some remanufactured machines may have been
subjected to more rigorous testing than those right off the assembly line.
The bottom line is this: The price of a current laptop is so comparatively
low that I prefer to take my chances on a sealed box instead of paying for the
privilege of spending time with a partner with an uncertain past.
Accident and theft insurance
A laptop computer is fairly expensive, and is, by its very nature, portable.
That means laptops are a prime target for thieves. Laptops are snatched in
airports, hotels, Internet cafes, and from homes and offices. And laptops
can suffer expensive damage that isn’t covered in a limited warranty: a fall to
the floor, a drink spilled on the keyboard, or a cracked or fractured LCD.
I talk about laptop locks and software-based laptop recovery systems in
Book IX, Chapter 2.
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