Pricey Portable Repairs to Stay

Rob Mitchell

Mobile computer users have always paid a premium for the convenience of notebook computers, trading the benefits of mobility for an expensive technology that's usually one step behind the current generation of desktop computers in terms of features and performance. But many users don't realize that they also pay a premium for maintenance, with high costs for repairs and support.

Supporting a mobile work force is generally harder than supporting desktop workers, according to Dick Caro, senior consultant for Arthur D. Little. One reason is that mobile users often must operate in three different modes: connected to a network while in the office, communicating with the office from a hotel, and isolated in an airplane. "Those three environments need the right pro cedures and support files to allow for those different modes of operation," he explains. Furthermore, new generations of "cycle-eating software" accelerate notebook obsolescence.

Higher parts prices , more proprietary parts, and a higher failure rate all combine to raise the overall maintenance costs for notebook computers. "You have more repair events for a laptop computer versus a desktop machine," says Greg Longtine, vice president of Operations at Computer Services of America (Manchester, NH), a service management company that repairs portables. "The mean time between failure is about half that of desktop computers due to the mobility issue. When you're putting a notebook computer into a suitcase, that has a profound impact on repairs."

And when you need repairs, you'll pay more. Longtine estimates that overall, parts for notebook computers cost 20 percent to 30 percent more per repair than parts for desktops. And that doesn't include the screen, which can cos t $1100 or more to repair in an active-matrix design. Vendors also charge a premium for "genuine" replacement parts.

The most common sites for notebook failures include the screen, hard drive, and main logic board, according to Longtine; the motherboard is vulnerable due to constant device connection and disconnection, which take their toll. Other failure points include the keyboard, floppy drive, case hinges, pointing devices, modular drive bays, and PC Card slots.

Notebook users tend to need fast turnaround, and your local reseller or service provider probably can't handle notebook repairs. Because such repairs can take up to several weeks, Longtine recommends buying the vendor's extended warranty when available. The better programs include a loaner machine.

Don't expect these costs to change anytime soon. "Costs [to repair notebooks] will always be more expensive than for desktops," says Longtine. "Prices will come down, but they'll always be more than they are in the desktop market."

Nonet heless, notebook computers make good economic sense for people who require computing power on the road. So, if you need a notebook computer, what does a service expert recommend? Says Longtine: "I would buy an NEC [Versa] or IBM [ThinkPad]." Another option: Ruggedized notebooks, offered by vendors such as Badger (Tampa, FL), fieldWorks (Eden Prairie, MN), Itronix (Spokane, WA), and others, can reduce failures due to accidents or careless use.

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Parts Prices: Laptop vs.Desktop

You'll pay more for laptop parts.

Notebook                Screen      Motherboard    Hard Drive

AcerNote Light 359       $1300         $ 900         $250
Compaq LTE 5250          $1400         $1300         $250
IBM ThinkPad 760ELD      $1000         $1150         $250
TI Extensa 570CD         $1500         $1000         $250
Desktop PC               $ 235         $ 350         $185

Laptop price source: Computer Services of America. 
Desktop parts prices shown are averaged from a var
iety of 
  vendors for a 14-inch monitor, a 120-MHz Pentium, and a 
  1.08-GB hard drive. 
All prices are subject to change.