It is particularly important to get to grips with warranties and service agreements. Find out exactly what is offered — whether repairs are “on site” or “return to base”, for example. Bear in mind that you’re not obliged to buy an extended warranty from the retailer — as these usually prove expensive — and be brave enough to turn to independent providers, who generally offer better value.
The questions that could well provoke a declaration of consumer warfare are these: Why are manufacturers so determined to pursue their own short-sighted commercial interests that they risk alienating a whole generation of customers with frequently incompatible products that have obsolescence pretty much built in? How have reputable retailers allowed the industry to become so entirely price- focused, without making a more convincing case for value-added services such as trustworthy, educated sales advice or reliable installation?
UK customers spend the most per head in Europe on consumer electronics (£120 a year, says the retail analyst GfK), while personal-computer sales last year totalled £5.8bn. So why do we let ourselves be fobbed off with poor after-sales service and allow retailers to duck their responsibilities under the Sale of Goods Act 2002 to provide six years’ after-sales support? As broadband internet assumes the status of a 21st-century utility, alongside water and electricity, why should household essentials, such as laptop computers, be sold as fashion items rather than hard-working tools built to last? Early-adopter techno junkies, who tend to belong to the highest socio- economic group, can afford to sample the latest plasma-screen televisions, smartphones and hard-disk video recorders on a whim, whatever the cost.
However, the rest of us, who simply want to enjoy the benefits of progress without breaking the bank, are no longer prepared to be continually fleeced by being sucked into this vicious cycle of relentless upgrading.
Consumers should demand a new deal from manufacturers and retailers alike. Falling prices and innovation clearly have many advantages, and we must all be more honest with ourselves about our true needs. That said, there is something rotten at the heart of the high-tech industries. Fearing that consumers won’t be played for mugs much longer, Doors outlines a plan of action here (left).
Industry must hear our voices or suffer the consequences in the long term once we sheath our credit cards.
NOW CLICK HERE
www.citizensadvice.org.uk
www.consumerdirect.gov.uk
www.ofcom.org.uk
www.oft.gov.uk
www.tradingstandards.gov.uk
www.which.net
GADGETS NOT WORTH REPAIRING AFTER THREE YEARS
Even high-calibre devices from January 2003 are potential junk if they fail, because the prices of equivalent items have plummeted while capabilities have improved. Doors asked manufacturers’ support services for the cost of repairing the older products that had "died" out of warranty
DVD player
Then Toshiba SD220E, £180
Now Toshiba SD150E, £49
Changes Newer model cosmetically enhanced, but with identical performance
Repair "£45 plus parts and delivery"
Doors verdict Buy a new one
Television
Then Pioneer PDP433HDE (43in plasma), £5,995
Now Pioneer PDP 436XDE (43in plasma), £2,500
Changes HD-ready, more connections, better picture quality
Repair £118 "to look at it" or £206 "for an engineer to come out"
Support verdict "If the plasma panel is gone, it’s not worth replacing."
Laptop
Then IBM Thinkpad X30, £2,250
Now Lenovo (formerly IBM) X41, £1,500
Changes Newer model is far lighter, with faster performance and 50% more storage
Repair £60 for "problem determination"; then minimum £176 labour costs, plus parts and delivery
Support verdict "I wouldn’t suggest repairing. It may even be more than £600. I would put the money towards a new one."
Digital camera
Then Canon Powershot S40, £649
Now Canon Powershot S80, £350
Changes Now offers 8Mp (previously 4Mp), along with a wider-angle lens, bigger LCD screen, clearer images
Repair £96 for a general service that will cover "almost anything", plus delivery
Doors verdict Junk the S40 and buy the new Canon Powershot A410 with 4Mp, price £104
WHAT MANUFACTURERS CAN DO
WHAT RETAILERS CAN DO
WHAT CONSUMERS CAN DO
Examine a product’s warranty closely. Choose only on-site warranties from computer manufacturers, not merely “return to base”. For laptops, this should be international. Consider paying extra for a manufacturer’s extended warranty rather than the retailer’s version, which can cost up to half the product price. Shop around among independent warranty providers. It may even be cost-effective to buy a cheaper model plus an extended warranty with an independent provider than to buy the higher-specification machine. Do your research before buying by checking reputable sources. Consult online consumer peer reviews of products (www.reviewcentre.co.uk) or retailers (www.pricerunner.co.uk). Read authoritative brand-reliability surveys, such as www.pcpro.co.uk or www.which.net. Assess your requirements honestly. Does a computer really need upgrading? Could you add the functions you aspire to with an external USB device or plug-in card? Extend the life of your existing equipment by learning more about what it can do. Look around for free alternative software programs on magazine-cover discs. There are also often excellent freeware alternatives to be found online. Accept that there is a trade-off for the lowest price, in the form of minimal product support or advice. For larger purchases, always consider a reputable dealer. Be patient and don’t buy a product as soon as it is launched. Wait until the second or third generation — by then, most of the gremlins will have been ironed out. TELL US YOUR VIEWS
Do you feel that you are being taken for a ride by the tech industry? Have your shiny new gadgets been rendered expensive paperweights by built-in obsolescence or shoddy build quality? Do you suffer from “technoia” as a result, or is this an acceptable price to pay for progress? Mail your opinions, with name, address and daytime telephone number, to doorscampaign@sunday-times.co.uk.
