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difference between pc and notebook support

By mxwa_2000 ·
Hi all, I've heard that there are some differences between pc and notebook support... is this true? and where is the difference?

Thanks!

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A few....

by JamesRL In reply to difference between pc and ...

Notebooks are more fragile...more prone to HD failure because they are bounced around a lot. So you tend to see more OS corruption, failed HDs. In some models the screens can be sensitive too. This is an issue because they are an expensive item to stock, so you will have to wait.

This is where having a spare laptop in the service department helps. put the orginal HD in the spare (if they are roughly the same model - use the same drivers) or in an external USB case, and get the customer back in business.

Laptops are also a concern because they are much more likely to be stolen. You should think about enforcing good passwords, and maybe even encryption for some people in your organization. Often times they are stolen for the data, not the laptop. Beware airports.

Typically laptops require good techs, because they are more complicated, difficult to work with and are more fragile. If you can, get some factory sponsored training.

James

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All too true

by CharlieSpencer In reply to difference between pc and ...

1) Components for laptops are almost always proprietary and are often specific to product lines and even individual models. You have more parts to stock because they aren't interchangable between manufacturers or models. If possible, estimate your annual needs and buy a large number of laptops on one purchase rather than one or two a time. Singleton purchases often wind up as the only unit of that model.

2) No two cases open the same way, and the components aren't usually easily recognizeable. You will actually have to (gasp!) read the manual. You'll need screwdrivers with skinny shafts and small bits - flat, phillips, torque, allen wrench. Always remember to take the batteries out; don't forget to check for secondary batteries.

3) As Mr. Linn noted, the displays are fragile and expensive. If the unit is over two years old / out of warranty, it often makes more economic sense to replace it than repair it.

4) There's an adapter that allows you to plug a laptop drive (one of the few semi-standard parts) into a standard desktop IDE drive controller. Very handy.

5) Load a Generic / Text Only printer driver for the user and throw a printer cable in the bag. When the user is away from the office, he can connect to printer where he is (customer site, vendor, hotel) and not have to worry about drivers. The output may not be pretty, but it's better than nothing.

5a) Speaking of printer cables, develop a checklist of things the user should pack in his bag.

6) Assuming your company has someway of conneding to the network from the road, have the user test all his available methods of remote connection (dial-up, broadband, wireless, whatever) before he hits the road, especially if he hasn't done it for a while. If the user doesn't dial in often, he usually forgets how to do it.

7) Have some way for the user to regularly back up their data. Make it as painless as possible, preferably from a desktop shortcut. Train them to back up that data regularly, before they hit the road, and when they return.

If the user will be connecting to sites outside your control, be sure you load a firewall.

9) Consider some form of remote support. On a Windows laptop, test the Remote Support options or load a remote control utility. I'm sure someone else will suggest utilies for Linux and Apple machines.

C'mon people, I know there's stuff I'm forgetting.

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I think that you've covered the most obvious things

by HAL 9000 Moderator In reply to All too true

Except for some Data Encryption software that prevents the data being read without the proper password being used. For my customers I use the Zondex product but these guys are always on the road and don't often come into the office so they are given USB sticks to back their data up to and post in in Overnight Bags at the beginning of the week.

If you have a few staff using NB's always have a spare available and always buy the same model for everyone. Because I now work for Small Business exclusively I tend to build my own NB's that way I can customize as required while keeping the same chassis for everyone and know that parts will be available for a long time to come.

The most likely things to fail are the HDD as it gets a hard time of things and the Monitor which is horrendously expensive. Then the battery which is another expensive and hard to obtain item.

Once I had a Mic from a two way radio fall off its catch and swing into a monitor of a 2 day old NB and the cost for a replacement Monitor was more than a new NB so I just bought a new NB changed the HDD over and sent the guy on his merry way and I had some spares for when it next broke. But that single experience taught me never to again rely on Brand name NB's as once you buy one you are tied to that company for parts which are always far more expensive than generic parts that are freely available. For example one IBM Think Pad needed a replacement CD ROM which cost from IBM $600.00 AU for a NB that was barely worth that amount and the owner certainly wasn't going to pay for a genuine replacement part. At the time I had at least 12 different CD ROM's from NB's as parts and not one of them had the right connections on them although they all where from IBM Think Pads.

At the time I think I bought one on E-Bay as it belonged to a friend of the wife so I just had to fix it and I picked up a new drive for about $40.00 US to replace the broken one which was a lot cheaper than the replacement IBM unit that I had been quoted on. If it had of been a straight customers unit I would have just sold them a new one as the time was way toooooo long for a conventional repair.

Col

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expensive

by khanolkardilip In reply to difference between pc and ...

the notebooks are quite expensive & very hard to maintain in environments where there is more humidity as well the screens are quite delicate the keyboards are also not water proof or dust proof compared to pc wwhich do not have any water proofing or dust proofing but are very sturdy compared to anything

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Not that much difference

by john.manner In reply to difference between pc and ...

We use IBM Thinkpads, they are very tough are pushed 4 to 5 years in the field. We build the image the same way we do for our PCs. Standardize on one image to save on support time. If we need to remote to one, the user simply connects to our VPN. The two issues I see as being very different is theft (haven't solved that one yet) and backups. We are looking at online backup solutions for that issue.

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