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Tech support and reliability can help you decide which model to choose.

The desktop computer has become just another appliance you use every day. Replacement sales-not first-time purchases-drive the market. Fully loaded desktops selling for less than $600 are common, even among established brands.

But there is an emerging trend, and that's the all-in-one system. Those systems house all the computer's processors, memory, hard drives, and other components inside the monitor. You'll pay a premium for the space you save.

Alternatively, you might want to consider a slimmed-down desktop. Although those still have a "tower" housing all of the inner components, it's significantly smaller than that of a traditional desktop.

When choosing a model, it's hard to go too far wrong; the performance of today's computers is routinely quite high across brands. With performance so consistently high, differences in manufacturers' technical support matter more than ever. Repair rates for computers are higher than for most electronics products we track, according to Consumer Reports' Annual Questionnaire.

Technical support remains a hot-button issue, judging from our latest subscriber survey (available to subscribers) of computer users. Apple has kept its lead (though it offers telephone support free for only 90 days after purchase), while most other brands continue to show only so-so performance and face some chronic support woes.

Our subscribers still say that PC tech support is dismal. The most serious complaint was that the support people simply couldn't solve problems. But Dell was above average for problem-solving, according to our survey, as was Apple.

Major complaints about phone support included being kept on hold for too long, being bounced around among support staff, and communication problems. Support by e-mail or the manufacturer's Web site was also lacking. Live-chat online support was problematic, too. In fact, your best bet might be to pay for independent tech support, as an earlier survey indicated.

WHAT'S AVAILABLE

There are nine major brands of desktops from which to choose. Computers from Acer, Dell, Compaq, eMachines, Gateway, HP, Lenovo, and Sony all use Microsoft's Windows operating system. A number of mergers have changed the face of the market in recent years. Acer now owns Gateway, Gateway owns eMachines, and HP acquired Compaq a few years ago. Lenovo systems were formerly branded as IBM. Finally, there were also some changes among high-end PC makers, with Dell taking over the high-end gaming brand Alienware, and HP picking up VoodooPC.

Apple is the sole maker of Macintosh models. Newer Macs are able to run Windows as well as Apple's own OS X.

Price: $300 to $3,000 or more.

First, decide whether to upgrade your current computer. Upgrading rather than replacing it might make sense if your additional needs are modest--a second hard drive, say, because you're running out of room for digital photos. Adding memory or a CD burner can be more cost-effective than buying a whole new machine. On the other hand, it's not always easy to upgrade to a new operating system such as Windows Vista; you might need to resolve software incompatibilities, upgrade security software, or install new drivers. If there's software you must run that your system is not up to, your wish list is more demanding, or your computer has become unreliable, a new PC is the logical answer.

Pick the right type of desktop. Most manufacturers offer several lines at different prices. Budget computers are suitable for routine work, such as e-mail, word processing, and Web surfing. You can also do photo editing. Workhorse computers cost a few hundred dollars more but are faster and more versatile. They can run complex 3D games and edit video. Upgradability is another reason to opt for a workhorse computer. If you download or record music or video regularly and don't copy it to CDs, DVDs, or a portable device, you'll eventually fill a budget model's modest hard drive.

Choose by brand. Our surveys have shown tech support and reliability to be undistinguished for most brands, with the exception of tech support for Apple's desktops and laptops and Lenovo's for laptops, which stand out from the crowd. And some brands are generally more expensive than others. Those factors could help you decide which of two similarly equipped computers is the better buy.

Choose between preconfigured and custom-built. You can buy a PC off the shelf in a store or via the Web with features and options the manufacturer pitches to average consumers. But you might also consider purchasing a desktop that you configure to order, either online or in a store. When you configure a computer to order online, onscreen menus typically show you the options and let you see how a change in one affects the overall price. Be sure to review your choices before ordering and look for unwanted items that some manufacturers include by default.

Decide between Windows and Mac. More home and entertainment software is available for Windows computers than for Macs. But Apple's computers have attractions of their own. The brand repeatedly scores best in tech support and has been consistently reliable for desktops. According to our surveys, viruses and spyware have targeted Macs less often than Windows PCs. The newest Macs also let you run Windows as a second operating system.

Plan for software. At first glance, virtually any computer you buy will seem laden with useful software for virus scanning, managing finances, and working with audio or image files. But much of it is "teaserware" that works for a limited period or needs an upgrade for full functionality. Check before buying that the selected model includes antivirus and antispyware software that will work (and can be updated) for at least a year. When comparing computer prices, consider any other necessary software as adding to the true cost, though you might find that most of your needs are served by free software.

Consider security. Security might not be foremost in your mind when you're shopping for a computer, but it should play a part in your decision. Your choice of hardware and software can affect your ability to deflect intruders and defend your data. Viruses and spyware are far more likely to target Windows PCs than Macs.

Windows Vista has tighter security than XP, but it's too new to know how safe it will ultimately be.

If you opt for a Windows PC, you should use antivirus, firewall, and (for Windows) antispyware programs. Many computers include software such as Norton Internet Security or McAfee Security Center, but those are often limited to 30 to 90 days of use. Upgrade and update those starter packages as necessary or replace them to maintain protection over the long haul. Apple users should also protect themselves.

Skip the extended warranty. A subscriber survey found that the cost of a desktop service contract was not much less than the average repair cost. That means you might be better off paying for desktop repairs out of your own pocket.

For Apple computers sold with a short phone-tech-support limit, you might want to consider an extended service plan.

Copyright © 2003-2008 Consumers Union of U.S., Inc.
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