My late uncle and I were very different people. Despite being the two ‘fixers’ in the family, the ones who got the busted kettles and the snapped gear cables from the rest of the clan, we were poles apart in one area: our approach to warranties. Even though he would keep his cars going for 20 years, he had a very sharp understanding of what should be his responsibility, and what was down to the vendor.

Actually, that’s an understatement. Woe betide the firm whose slipshod customer handling captured his attention. Once the horn-rimmed specs and the Brylcreemed bonce were aimed in their direction, he would pursue them relentlessly, his measured drawl torturing their receptionists until they actually did put him through to the MD or the Company Secretary (which incidentally is still quite a good one to try, since chancers seldom know enough about company law and structure to try that route).

I am the opposite. I fix (where I can), and like him I take great pleasure in diagnosis. However, I have a low opinion and equally low expectations of what happens when one tries to make a warranty’s promises stick. This is largely because my career in computing has spanned the period during which price of equipment has fallen so spectacularly as to leave me groping for metaphors.

I have a low opinion and equally low expectations of what happens when one tries to make a warranty’s promises stick

I can remember a DEC engineer turning up to put a memory upgrade in our VAX. He marched through the door and waved a plastic briefcase. “I’ve got a Testarossa in here!” he declared – meaning that the contents were worth the £60,000 of a then-hot Ferrari. This last month I’ve received 32 times that much RAM, shipped (and dropped) by the US Postal Service, for £250.

It’s difficult to run a perfect warranty upkeep process when prices are low and margins are tight. Unlike my Uncle, I have a “time is money” attitude (if he was the Obi-Wan Kenobi of our family then I’m more like Iggy Pop). When I start to see signs of undermanning or deliberate sandbagging during a server warranty claim and engineering visit, I will occasionally take the view that throwing money at the problem is worth it to keep the project on track or the service level up to scratch. Those who always take the opposite view are surprised when I sympathise, out of character, because I remember my Uncle and his completely different way of doing things.

However, I don’t think either of us would get very far pursuing warranty or fitness-for-purpose claims in the smartphone and app store business. App stores are supposed to be great, easy gateways for developers to reach new markets, and for users to benefit from an intermediary’s validation and quality control processes. However, there are plenty of opportunities for gaps between the promise and the reality.

One early example from last summer was a first generation Windows Mobile 7 phone. These could lock themselves completely as part of the ActiveSync system update, with a message of “take me to your dealer” for a complete factory reset and retry. I had one on test that duly bricked itself; it had a Vodafone PAYG SIM in it so I went to a Vodafone shop to get it sent away and reset. “Sorry,” they said, “not sold through us. Not our problem”. Despite asking around, I couldn’t find anyone who would actually do the necessary reset.

That was irritating, but not as irritating as Navigon’s Android satnav app. It costs a relatively whopping £60, and with Europe-wide maps it also demands at least an 8GB data card. Nevertheless, it seemed like an excellent deal for me, since I could sell my single-purpose satnav unit (also from Navigon) and come out of the overall deal about £20 in profit.

And a good deal it proved to be for the rest of the year, but then I didn’t travel for a bit so the Android phone got a rest. Next time I got it out, several apps (including Wyse’s excellent Pocket Cloud RDP client) had pending updates. Leaving it on charge and updating, I went to pack, and threw the travel kit in a lightweight laptop bag (pre-checked to remove sharp implements, tools and network cable testers – airport security people simply interpret them as Semtex, so far as I can tell).

So when I sat down in the hire car at Zurich airport, I got a nasty shock: “Activation failure,” said Navigon for Android. “There has been a connectivity failure.” While waiting in the queue to change to a more expensive car with included “Navi”, I proved there jolly well wasn’t a connectivity failure, by surfing the net and looking up the address to fire off a complaint, via the Android Market, to Navigon. I might as well have tucked my complaint in the Schnapps barrel of a passing St Bernard – it vanished.

I could go back to the credit card company and invoke the Sale of Goods Act – except it was an update, several months after the purchase, which interfered with the functionality of my property. I can’t even find a rollback button, which is the kind of thing one might expect after we’ve been through 40 years user interfaces and software delivery.

A truly international marketplace also means there’s little likelihood of a consistent approach to regulation. My Motorola DEFY picks up the central Android Market and the transaction is in sterling, so the actual relevant legal domicile for calling these people to account could be California (for Google), or the UK, or Germany (for Navigon) – except that the app store makes no provision for escalating this kind of failure.

So while app stores show every sign of being the way forward, my experience shows that the current invocations leave much to be desired when it comes to the traditional balance between the rights of the vendor and the rights of the customer. In fact, I’m thinking of proposing a new PC Pro award. I’ll call it the Customer Responsiveness APP Award – or CRAPPA for short.

Firefox vs iTunes

Surely the most interesting release of the week was from Mozilla. Although its been in development for a few years, Songbird finally saw an official release, with a media player and browser in one. Darien was hopeful it could finally give him an alternative to iTunes: “Since it’s open source, freely extensible and unfettered by corporate interests, Songbird’s future looks bright.” Try it and let us know what you think.

Not just for christmas

Fujitsu stole the headlines with its offer of a free laptop every three years forever, and Jon reckons “if you’re a cheapskate and don’t mind being tied to one brand for the rest of your life it’s got to be worth looking into”. If the best you can get is the Fujitsu Siemens Lifebook S7720, however, you’ll probably be turning them down on their kind offer.

Dell’s Inspiron 1318 is a much more tempting proposition, with a price tag of just £383 exc VAT putting it dangerously close to netbook territory. Sasha was impressed by the ”portable chassis with great ergonomics and fine battery life – a potent combination”, and more than enough to earn it an award. 

Sideshow 2?

Sideshow never caught on, largely because it was rubbish. But the concept of a smaller screen by your main display has merit if it’s actually an extension of your desktop. Samsung’s 2263DX comes with a 7in supplemental screen that clips anywhere on its frame, and you can drag anything you like onto it. It’s certainly a novel twist, and we can see it catching on – but only if the price drops.

The Navigon 1210 doesn’t have the same stumbling block, as it’s a satnav that costs just £85. But far from being a cheap and cheerful bargain, Jon found plenty of advanced features and solid navigation, and called it “a very good deal indeed.”

Another short throw projector arrived in the Labs, and the Acer S1200 proved every bit as good as – if not better than – the BenQ from a few weeks back. A huge 82in picture from just a metre away is phenomenal, and apart form a few focus issues the Acer came through our tests with a Recommended award that was well deserved.

Best of the rest

Toshiba finally entered the crowded netbook market with the NB100-11R but while Tim liked the screen and the light weight, he reckons it’s a missed opportunity for the laptop giant.

Lenovo’s T500 did much better, with Jon delivering a Recommended award, calling it a solid buy “if you don’t mind sacrificing sex appeal for comfort and reassurance”.

And the EasyNote RS65-M-700 had Matt gushing about it being “by far the most attractive Packard Bell laptop we’ve seen”, even if it wasn’t quite enough to gloss over a few other weaknesses.

In the business world, Dell’s PowerEdge T100 pedestal server walked off with a Recommended award, the iQStor iQ2850 iSCSI Storage System came mighty close, while Cyberoam launched its CR250i web filtering utility.