Is Premium PC Support a Good Idea?

When buying a new PC, decide whether you should pay for a

"premium" support package or take your chances with standard support. Most support packages sound simple when you buy your system — the ugly details don't emerge until you actually need help. Unfortunately, buying a premium support package may not make things any less confusing. Premium plans typically just extend the terms of your original service package, usually from one year to two or three years. These plans, which cost between $50 and $100, usually include unlimited phone support. Many also offer on-site service if a technician can't solve your problem over the phone.

Extended service plans can be worthwhile. If your system fails and you have to send it out for repair, you might be without a computer for weeks. With on-site service, you get much quicker results — a technician will usually arrive the next day, and if you need a new part, they'll order it immediately.

There's always a devil in the details of these service agreements, however. Most computer problems are actually software-related, and you may discover that your system vendor doesn't cover certain types of software in its service agreement. If this happens, you'll have to deal directly with the software vendor — if you can even figure out which software package is causing the problem.

The best solution is to go through a little trouble right now to save a lot of trouble in the future. When you order your system, get a written record of exactly which software your service agreement covers. Also check the details of the extended service agreement: If it doesn't include parts and labor, along with next-day on-site service, it's probably not worth the money. Large computer vendors such as Gateway and Dell may offer a year of free on-site service, so keep that in mind when you compare various companies' systems and warranties.