Three years ago, I bought an LG
(Goldstar
) Phenom Express handheld computer. Wonderful little machine: small, lightweight, readable screen, built-in modem. The software was from Microsoft
(Windows CE version 2.0
) so of course that sucked, but all in all, a pretty good machine, especially for its day.
One problem, though: the proprietary lithium-ion battery. Unlike other machines which went though alkaline AAs with a vengeance, this machine had a lithium battery which gave it fairly good life away from a power line.
That is, until the lithium battery died. And LG decided to discontinue making replacement parts, including the battery. And no other battery worked
(I think that the word "proprietary" is Latin for "has you by the balls"
.
Even worse, the backup battery was soldered to the motherboard and inaccessible
(who was asleep at the wheel on that one?
), so that if the machine was disconnected from the wall power source for but a moment, all saved information was lost forever.
In other words, my machine had become a doorstop.So I called LG, expecting to be told "Them's the breaks." I expected them to get a good laugh at my expense: what, you mean you want a computer to last more than a month? Are you nuts?
And then they surprised me: they offered to buy it back.
That's right: they said "send it back, and we'll give you a fair amount of what you paid for it, because we messed up on that one." Fortunately, I was sitting down when they said it to me. Imagine that: large multinational doing the right thing, making a customer whole.
And from a strategic perspective, Goldstar isn't just doing right by me, they're doing right by themselves, too. They don't make a Windows CE handheld any more, which is too bad. But they make refrigerators, toasters, televisions ... you get the idea. And guess which brand I'm gonna look at first.
Computer hardware has become a commodity business. There's little difference between HP and Compaq and Dell and Mom-and-pop, at least for desktop PCs
(Apple being the notable exception
). Until you need service and support. Ultimately, it will be a manufacturer's ability
(and willingness!
) to stand behind the product they sell which will determine their survival. Take note.
(http://investmenttool.com/issues/20020204/technologyjournal.shtml
)
Quote froma post at the link above.
S/F,
CEYA!