Top 10 Questions to Ask Before Buying a PC

Last week I explained how system integrators are primarily service providers, yet the industry's foundation is built on marketing PC's like a product. The whole thing is really just backwards, and I think it's got to be hard for the average Joe to cut through the fluff and make a decision based on tangible facts. Most people instead are shopping largely based on pricing and spec comparisons, taking marketing at face value, and then just pulling the trigger assuming everything will go as planned. I think you can expect more from a PC purchase, and I've got a few suggestions to consider that I think will get you a clearer picture of the company you intend to deal with.

First, you're going to explore the market and see who's doing business out there. The industry is bigger than you think, so you really want to do the research to find the company that has a set of services or products that are the most tuned to your needs, especially if you're looking for something that is in some way non-standard. Hit up the major reviews sites, magazines, popular forums, your immediate peers, ResellerRatings, etc etc, and make sure you're getting a good mix of sources and feedback to base your decisions on. After you've found a likely candidate is when I think many people drop their guard. That's the time to really grill your candidate, and I think the best way to do that is to get them on the phone and talk to them. The direct interaction, regardless of what you are talking about, can be very telling in regards to how the company does business. Consider the following points in your conversation:

1) Ask for references from past customers. If you think about it, this really shouldn't be that big of a deal, and it should be interesting to hear what they come up with. If you can get references, ask if you can contact someone who specifically has had warranty service done, and then take the time to email that customer and ask them questions about the company.

2) In your initial research, did you find some horrible review someone wrote or an allegation of some ridiculous ordeal that they were put through? Bring it up! Ask the company what happened, what they did to fix it, why they think it won't happen to you, and what they will do for you if it does happen to you. This is a good opportunity to not only get some assurances, but to get some real insight into what happens when crunch-time comes up.

3) Ask for specifics on policies. How long will it take to ship the machine? What happens if it doesn't ship in that time frame? What's the return policy? What happens if it doesn't work when it gets to you? What's the normal procedure for a bad motherboard down the line or a bad video card? Are these policies in writing somewhere?

4) Ask how big they are and how many people work for them. I wouldn't necessarily tell you that you're looking for a specific correct answer, because bigger is certainly not always better (this question doesn't even apply at all to monster multi-national companies), but I think it's a good idea for everyone involved that you clear up any preconceived notions you may have about who you're dealing with.

5) Ask for specifics about their tech support department. Where is it based? How many people are in it? What is their background and do they have any relevant industry certifications? Will you always be dealing with that same group of people? In a previous article titled "The Definition of a 'Boutique System Integrator'", I mentioned how I thought the organization of the departments of a system builder had a significant impact on the end-user experience. I think this applies to the support department specifically in a big way -- Where does the support department fit in the overall makeup of the company?

6) If specific component information isn't readily accessible on their website, ask for details about what brands they use for their components and why. Dig into the "why", because if they just say "Such and such is better than this other thing" without any basis or research, than it's really meaningless for you as a shopper. Are any parts of their PC's proprietary?

7) Ask about their assembly process and accompanying quality control -- in fact, ask them to walk you through it. If they take the time to give you a thorough answer, then besides getting a glimpse into how they operate, you've also learned if the guy you are talking to knows what the heck he's talking about and if he values your business enough to be attentive and considerate in the face of annoying questions! It's a good test.

8) Ask what comes with the machine -- does it come with everything you'd expect or want? Are their any accessories or media that you assume would come with it? Make sure now! What kind of printed documentation will accompany the delivery?

9) Find out if they have any public forums or blogs. Having some sort of enthusiast community of private followers is pretty common in the industry. Make sure you check it out, see how active those communities are, and how accessible the parent company is within them. This can be a useful place to come in the future if you have questions or concerns.

10) Last but not least, bring up a pointed, direct comparison with one of their competitors and ask for their perspective. Maybe someone else is cheaper, maybe someone got a better score in a review, maybe they do something in an obviously different way -- whatever -- Ask them why that might be and why they still would be the best company to build your machine.

This is a lot of work! This whole thing is a pretty extensive investment of time, but I like to compare this to what you'd do if you were going to make any other large purchase. I really think the point here is to spend the time upfront, as a preventative measure toward wasting even more time in the future. As I said, you're really shopping for a service, and depending on what role the PC plays in your life, down-time can not only mean a loss of time and sanity, but money too. You want to know that you're going to be taken care of. What's that worth to you?