The use of a Netbook and how they can go wrong!

Over the previous 2 months Netbooks have been making their way in to the computer scene. They are small, lightweight (often < 1.4Kg) and powerful enough to run Windows XP, built-in wireless, bluetooth and the one I purchased especially has a built-in 3G card.

As a new gadget on the scene I want to evaluate one to see what it could do. I visited the local PC World store and found a Netbook with a built-in 3G modem so that I could simply plug in the Vodafone sim and be online. I purchased 2 of them. Unfortunately I couldn't obtain discount on the product but only for the (highly marked up) 'extras' that they try to bundle with it such as carry bases, USB keys, extended warranties, etc.

I'm very impressed with the unit. The screens are small giving a display of 1024 wide by 800 high. It's great for email on the move and general web surfing. It'll run BBC's iplayer with no problems. The built-in processor consumes such little power that the battery life is superb. Given the size of the laptop, a 3 hr standard battery life is brilliant for being out and about. They are great however until things go wrong!

Unfortunately for me, after 7 days of use, the built-in 3G modem developed fault whereby it was constantly being detected/undetected making the noises similar to that of plugging in a USB device and then unplugging it again. As I had already customised the Netbook I choose to call the 0844 support number to get it repaired rather than swapping the laptop over as everything had just been customized to my taste - Big mistake!

The support rep on the phone, after 34 minutes of turning off and on, removing the battery, etc decided to book it in for a courier collection the following day. All looking good so far...

A week later it is received back at my home address. After collecting it I noticed scratches to the glossy screen cover that were not there before (remember, it's new!). I switch it on when arriving at work and within 10 minutes, the same problem arises. After this, I check out the notes on the service sheet with big letters N F F (no fault found).

I immediately ring the tech support again to be told that the laptop must be wiped to basics and reinstalled before they will re-look at this. (You must remember that the laptop was new, had Microsoft Office installed and Skype). I explained that the fault was occuring on one of the two purchased laptops that had been installed identically. I also mentioned the scratches on the screen. What was my reply? 'I can't help you further until you wipe your machine and restore from the disks'. I re-enphasised that it was a 7 day old laptop that has come back from repair in worse cosmetic condition than before it was collected to only receive a reply, 'we don't do cosmetic damage would you like me to talk you through the wipe and reinstall?' At this point I closed the conversation with the frustrated conclusion of taking the laptop back to the local PC World store!