At our site, we have about 10 laptop users, with about 50-60 laptop users company wide. With the high degree of traveling users in our company, there are anywhere from 10-25 laptops on site any given day.
I see a laptop for repair/maintenance once or twice a week. Usually it is a problem with video or mouse drivers/software. Laptop's just arn't built like desktops are. Look at the size of a desktop, you have to fit all that technology into the space that is 1/5th the size. Things are bound to happen. Just for comparason, I see a desktop (around 50 at my site) maybe 2x a month, if that.
Due to the frequency of repair work needing to be done with laptops, I keep 3-5 laptops around for loaners, all loaded with any software any of the portable users may need.
As many other companies, we use a major provider (Dell). I have not had much experience with Gateway's, but I believe the support is similar. Dell has a 3 year (in our plan) performance plan that covers just about every problem we have ever had with either our laptops or desktops. The only drawback I've come across is the batteries are only covered for a year, and of course, they are the first to go.
As far as turnaround for new laptops, I'm guessing here, but I'd say we rotate our users hardware about every 2 years. Now this does not count memory upgrades. We are in the process of upgrading our major population of users from 64 to 128 megs of RAM getting ready for the Windows 2000 Upgrade. I would say 90% of our upgrades of either laptops or desktops are done because of software requirements, not from user requests. Users are upgraded when either they can talk the boss into it, or the spare parts are available.
Sales, however, is another matter. At least where I work, sales is one of the most, if not
the most important departments we have. In such a small company, every sale is vital to our survival. If our sales force does not fast, powerful machines, when they go to potential clients and give demo's, we cannot have them say: "Your program will be faster than this when you sign up with us." We keep the sales staff's computers just about up to par with what the president of the company wants. Unfortunately, management does not always see this as important, and then we do what we can.
And, yes, laptop users are VERY brutal with their equipment. I lost count of how many users have come back with broken cases, cracked display's, and bent network dongles. My opinion here is to be harsh with the offenders.
I can think of one example:
A programmer came to me with a cracked laptop case and the monitor lid would not lock down. Now, our contract with Dell gives us next day service, but as this user has brought his laptop in many more times than necessary (from what I think is necessary), I gave him a loaner that was not as powerful as his own. Not such a bad machine that would make me look mean, but one that, I believed, would really make him appreciate having such an expensive piece of equipment. On top of that, I told him it would be 3-4 days before we could get his repaired.
Now I know we are probably lingering on the lines of good ethical behavior, but since then, the user has kept his laptop in it's case when not in use, and I have not seen him with any other hardware problems, save for ones that could not be avoided.
haha, he's a good little laptop user now
The way I look at it is, I was hired to fill a specific position in my company. This position includes making sure all the hardware that users have stays in good working condition. If I see someone, for the lack of a better word, abusing that equipment, it is my job to report them to the powers that be, and give them my best recomendation of what can be done. True, most of the time, I am just told either not to worry about it and just fix it, or I am given the authority to help change the users misuse of equipment, but this makes sure I'm covered if anything backfires. If this salesman is making enough money where he can afford to bang around his machine (decided by his superior, or whoever will have to sign off on the money needed for the repairs), then so be it. I do not see myself in a position where I need to say "You need to take more care of your laptop". This decision needs to come down through the appropriate channels of authority. I, as a member of support, just need to give my best judgement of what
should be done to minimize the costs of parts, labor, and effort needed to fix whatever is broken.
I guess I have a lot to say on this issue and what other points it brings out, but that is enough for now.
Wow, I haven't typed that much since my senior thesis....
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:O> [TAG]
anongod@hotmail.com
"Drawing on my fine command of language, I said nothing."
