Planned breakdowns: how equipment manufacturers reduce the service life of devices

Less than ten minutes pass after turning on, and the laptop, which recently turned three years old, freezes. Its owner notices that the cooling fan is not working and brings the computer to a service center for diagnostics.

There it turns out that the processor cooler blows from the inside through a radiator grill that is too narrow, on which thick layers of dust accumulate over time, which leads to blocking of the fan blades and subsequently overheating of the CPU.

In addition, the service center engineer sees that the screws that secure the display hinge to the case are torn out on one side due to frequent opening of the laptop.

Cooling system. This laptop cooler, which is very difficult to access, blows air through a narrow outlet grille, so under daily loads the fan quickly becomes clogged with dust, which eventually causes the CPU to overheat.

The cost of repairs at a computer repair shop may exceed the residual value of the device, which means that its owner might be better off simply buying a new laptop. But if the manufacturer had used a different radiator grille in the cooling system and had not made the lid hinges too tight, the laptop would simply continue to work normally for a long time.

Wear or intent?

Many owners of various electronic devices have experienced cases like this. And if a defect is detected immediately after the end of the warranty period, the suspicion inevitably arises that the manufacturer deliberately introduced weak links into the design, which reduce the service life of the equipment and force users to buy new devices.

However, this idea is easy to formulate, but it is not easy to prove it reasonably. After all, all devices are subject to wear and tear: displays lose their brightness, batteries lose capacity, and flash memory cells in solid-state drives can only withstand a certain number of write cycles.

Measured wear. In the CHIP test laboratory, we found that the decrease in brightness of LCD displays of modern TVs or monitors after two years of operation is up to 45%.

We observed similar symptoms of "aging" in the CHIP test lab, taking repeated measurements on devices we had already tested after they had been in use for several years.

To take into account the causes and failure rates of certain models, a huge database is needed. One way or another, creating “eternal” technology is unprofitable for any manufacturer. This would increase development, testing, materials and manufacturing costs.

And the level of sales would decrease, as users would buy new devices less and less. Every manufacturer that wants to remain a competitive market participant is forced, already at the development stage of its products, to strive to ensure that its devices look quite attractive and are sold at a high price, but at the same time, sooner or later users want or have to purchase new ones.

In addition, buyers want more and more functions and smaller device sizes (smartphones, on the contrary, are becoming larger). This is facilitated by companies with their short development cycles for new models and aggressive advertising. Design and a large range of unnecessary features are often valued more highly in marketing than quality and longevity.

Return policy for household appliances

Federal Law No. 2300-1 establishes the basic rules for returning purchased items.

The order of the procedure depends on a number of factors:

• Does this item belong to the category of technically complex devices;
• Does it have a manufacturing defect;
• How much time has passed since purchase.

Return deadlines

The rules for returning household appliances established by the Federal Law on the Protection of Consumer Rights determine the following terms :

1. If there is no defect, or if there are minor defects that do not affect the operation of the device - 14 days. In this case, the day on which the purchase was made is not taken into account.
2. If a manufacturing defect is discovered, a citizen has the right to demand a return or replacement of the purchase with another, throughout the entire warranty period. Significant defects include those that negatively affect the functional properties of the item.
3. When warranty repair of a defective item is carried out in a specialized service, it must be completed within 1.5 months. In the future, these 45 days will be deducted from the warranty period.

Return after 15 days

After the expiration of the allotted period of 2 weeks, it will no longer be possible to return the purchased product to the store, if it does not have a significant defect.

You can only return a purchase after two weeks that has serious technical deficiencies during use. The defective item is sent for examination to specialists who identify the nature of the damage.

If it turns out that the manufacturer is at fault, the item will be exchanged or the money paid will be refunded. The client also has the right to demand free repairs or a revision of the cost, taking into account the nature of the problem.

What shortens the service life

Vendors can influence the service life of equipment in a variety of ways. Thus, the manufacturer makes long-lived and easily repaired devices, but at the same time regularly releases more productive and functional new models. As a result, the old device still works flawlessly, and the buyer already wants to get a new one.

Planned aging. Electrolytic capacitors are particularly sensitive to heat, but despite this, they are often installed in areas with high temperatures.

This kind of strategy is to be expected primarily when producing products intended for professionals or premium devices, although there is no guarantee that such equipment will actually last long.

Another variation of this strategy is used by mobile device manufacturers who constantly update software. With each improvement, system requirements increase, and over time, perfectly serviceable old gadgets begin to function more and more slowly until they become completely unusable.

It is unlikely that any user will agree to work without updates, on which the security of the device and personal information depends. For mobile gadgets from Apple, this effect is observed after about three years. Inexpensive Android smartphones, on the other hand, often receive updates infrequently. In this case, the device continues to function normally, but its safety is steadily reduced.

Replacing the iPad battery. Apple's iPad is glued together so tightly that not every professional can open it, making inexpensive repairs impossible.

The next way to significantly reduce the life of devices is this: components that are most susceptible to wear are installed so that they cannot be replaced. The simplest example is batteries, which are either impossible to access or can only be accessed using special tools.

However, models like the Samsung Galaxy S III and S4 or the BlackBerry Z10 prove that “flat” and “easily replaceable” are not mutually exclusive terms for a battery.

Unusable due to updates. As of February 1, 2014, Apple required app developers to support iOS 7. Any programs created using older versions of Xcode will not be accepted in the App Store.

Tightly built-in parts subject to wear are, of course, bad, but even worse is the new engineering trick: in the most problematic areas, components with an insufficient service life are installed, which after a certain time fail.

An example is the laptop already mentioned at the beginning of the article with a deteriorated cooler and too weak display hinge mounts. There are monitors in which capacitors are placed in particularly hot areas of the power supply, so that the electrolyte evaporates after a short time (which can be accurately measured).

The printer fails as planned. Counters are often built into the print heads of modern printers, which, after printing a certain number of pages, display messages about non-existent errors.

Manufacturers often make the mechanics of the power buttons so weak that after a while they stop being pressed altogether. A classic example of this method, which is the subject of many posts on Internet forums, is Canon inkjet printers.

After printing a certain number of pages, they stop working and display an error message: the power button is faulty. It is enough to reset the internal counter in the secret service menu, and such a device, as a rule, continues to work without problems.

About returning household appliances

The procedure for returning household appliances is largely determined by the category to which it belongs.

All devices are divided into:

1. Technically complex devices.
2. Simple design, from a technical point of view.

List of goods related to household appliances

First of all, you should decide what constitutes complex household appliances? The list of technically complex household devices is given in government decree No. 924.

This includes:

• Refrigerators and freezers;
• Dishwashers;
• Washing machines and separate centrifuge dryers;
• Coffee makers;
• Food processors, electric meat grinders and electric juicers;
• Cookers, both electric and gas;
• Ovens;
• Microwave ovens;
• Vacuum cleaners;
• Water heating boilers;
• Mixers, blenders, toasters;
• Electric irons, steamers;
• Air conditioners, electric heaters and other home climate control equipment.

And this is not a complete list of devices that are officially considered technically complex devices.

Minor faults

Equipment that fails prematurely not only upsets its owners. The additional costs of production, transportation and disposal place a heavy burden on the people who make these products, on our resources and on the environment.

Thus, the German economist Professor Christian Kreiss in his study “Planned Aging” came to the conclusion that in Europe the planned aging of technology causes 2.6% of all waste (which is millions of tons per year) and 7% of all energy consumption in private households.

If there were no planned wear and tear, the professor argues, five of the seventeen waste disposal plants could be closed in Europe alone. Anyone who thinks that an artificially reduced shelf life of products will activate the economy is mistaken.

If human labor and diligence are put into a product that quickly deteriorates, it is an irresponsible waste of resources that, from a societal perspective, harms us all while benefiting very few. If planned premature aging of technology could be legally prohibited, productive forces and purchasing power would be freed up, which could be used to raise living standards.

Easy to repair. The case of the Samsung Galaxy S III is thin and light, it is very easy to open, so the battery can be replaced by the user without the use of special tools

What to do if a return is refused

If the seller refuses to accept the defective equipment back, the client has the right to complain about him to the supervisory authorities. Rospotrebnadzor or the court act in their capacity.

The complaint must be accompanied by a copy of the submitted return application, as well as a document from the seller explaining the reason for the refusal (if any). Based on the results of consideration of the appeal, Rospotrebnadzor employees order an investigation into the circumstances of the incident, and the courts initiate civil proceedings.

Drawing up a statement of claim

The claim to the judicial authorities is drawn up in accordance with the standards prescribed in Article No. 131 of the Code of Civil Procedure of the Russian Federation.

It consists of the following sections:

• The so-called “cap” is placed in the upper right part. It indicates the name of the judicial authority, details of the plaintiff and defendant, his address of residence and contact telephone number;
• Below is the main text, which outlines the essence of the problem in detail, but as concisely as possible;
• Next, the plaintiff puts forward a specific demand: exchange of the purchased product, or refund of money for it;
• At the end there is a list of supporting documents attached to the claim;
• At the bottom of the paper is the date and personal signature of the plaintiff.

An application is submitted in 2 copies to the court office, where the secretary issues the applicant a receipt for acceptance of the paper. After consideration of the claim, a day for court hearings is set, of which the citizen is notified by an official letter.

Package of documents

When filing a claim for refusal to return household appliances, a certain list of documentation :

1. Photocopy of the applicant's passport.
2. Copies of the claim, according to the number of participants in the trial, including the defendant and witnesses.
3. An application to the store requesting a return and an official refusal (if any).
4. Evidence confirming the fact of a purchase from this seller. This could be checks, witness statements, photos and videos.
5. If the case is not conducted by the plaintiff himself, but by his official representative, he must have a notarized power of attorney.

Where to send

The specific court for filing a claim for the protection of consumer rights is determined in accordance with the provisions of Article No. 29 of the Code of Civil Procedure. The plaintiff has the right to independently choose whether it will be a court at his place of residence, or at the place of registration of the seller.

Jurisdiction is also by the size of claims for return:

• When the amount of the claim is less than 50 thousand rubles, then the magistrate deals with it;
• If an amount exceeding 50 thousand is demanded from the defendant, the case is considered by a district or city judge.

State duty amount

For applying to the courts, in accordance with Article No. 333 of the Tax Legislation, the applicant is charged a fee. Its size depends on the size of the claim.

Trial time frame

The time limits allocated by the procedural code for trial are :

1. 1 month when appealing to a district or city judge.
2. 2 months when applying to a magistrate.

Expert opinion

Anna Fedorova

Lawyer-consultant

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In exceptional cases, they may be extended. For example, if it is necessary to conduct an independent examination regarding the nature of the malfunction of the returned household appliances.

Repair of equipment

The fight against the planned aging of technology at the level of the entire society is necessary, but little depends on ordinary buyers. If one of your devices fails suspiciously early, you should first start searching for a description of the problem on the Internet.

Trying to repair cheap or old equipment yourself can also be fun and educational. Sometimes you can find advice on how to bring equipment back to life yourself and for free. If the warranty is still valid, consider yourself lucky.

If the warranty period has expired, you should think carefully before taking the device to a service center. The main interest of both manufacturers and sellers is to sell you new equipment, and not to repair the old one. This is evident from the high prices for service and repair work.

A short service life is a heavy burden. According to research, premature equipment failure is responsible for 2.6% of all waste and 7% of global energy consumption in the world.

Before sending, check exactly what costs await you, even if the gadget is returned to you without repair or disposed of. Contacting an independent workshop promises less hassle. If, for example, you find a broken electrolyte capacitor on the motherboard of a laptop or PC, a service center employee will probably be able to help you.

Meeting point in case of repairs. Small faults with major consequences, typical of premature aging of equipment, can often be fixed in independent workshops for less money.

But in many cases, aging is planned so carefully that even in an independent workshop, repairs will be too expensive due to their labor intensity. When purchasing a new device, it is always difficult to determine by eye its possible service life and the difficulty of repair.

Check repairability before purchasing. The website ifixit.com publishes detailed repair guides and device ratings - even for the latest technology

Kyle Vince, founder of online repair service ifixit.com, explains how he evaluates new equipment in an interview with CBC radio: “I just wonder: How can I take this apart?”

If the case is closed with screws, and the battery can be removed without going to a workshop, this is already good.

If not, you might want to look for other mechanical fasteners. When they are missing, everything indicates that the body is sealed, and this can seriously complicate future repairs.

Before carefully examining the device, you can get information about the possibility of repairing it, for example, on YouTube. Those who are especially concerned about service life should take into account the fact that devices for business or for professionals are often stronger, easier to repair and longer supplied with spare parts than products for the mass consumer.

Business class instead of technology for the mass consumer. Based on the results of our tests, we can safely say that Lenovo's ThinkPad line of laptops are some of the most reliable mobile PCs available today

The reason is that manufacturers of such equipment have to fulfill the terms of long-term contracts with large trading companies. That is why, instead of a “sophisticated” designer laptop with a super-fast processor and powerful graphics system, it is better to choose a discreet but reliable business model.

Such a computer gives the user more hope that he will not have to waste time and nerves due to a faulty fan or broken hinges.

Return of defective equipment

Returning equipment to the store before the expiration of the 2-week period is quite simple. You just need to return the goods to the seller and write a statement. But after 14 days from the date of purchase, you can only return a defective item. To confirm the presence of a manufacturing defect, the product is sent for diagnostic examination.

Diagnostics

The examination is carried out by specialists who have the necessary permits and licenses. As a rule, these are service center employees affiliated with the manufacturer or the seller. By inspecting the equipment, specialists determine the cause of the malfunction, and based on the results of the examination, issue their conclusion.

The period allotted by law for carrying out the procedure is 1 calendar month . Therefore, the buyer, when submitting the purchase for examination, must take a receipt with a marked date.

Expert opinion

Anna Fedorova

Lawyer-consultant

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If the diagnostic inspection takes longer than the established period, the client has the right to refuse the purchased equipment, demanding a refund of the money paid, or an exchange of the product for an identical one.

Return Policy

The return of equipment with serious manufacturing defects is carried out in compliance with the following principles :

• As a result of the examination, it was determined that the cause of the problem was a manufacturing defect, and not the actions of the buyer;
• The examination or warranty repairs are delayed for periods exceeding those established by law;
• A repaired device breaks down again during the warranty period for the same reason;
• The complexity of warranty repairs is such that it is more profitable to provide the client with a similar product. In this case, the initiative comes from the seller himself.

After the buyer submits a request to return the equipment, the seller is given a ten-day period to consider the issue. During this time, store representatives contact the client and announce the decision made - to take the goods back or refuse it. In case of an examination, the period for making a decision is extended by 20 days.

In case of refusal, you must take an official document from the seller, which will indicate the reason for the refusal to return. Based on this document, the consumer will subsequently be able to defend his rights in Rospotrebnadzor or in the courts.

Making a claim

The claim application submitted by the buyer when returning equipment does not have a single established template. It can be written in free form, or on the retail chain’s own letterhead. From a legal point of view, this does not matter - the main thing is that it contains up-to-date information.

The main requirements for the structure of the application are as follows:

1. Buyer details: full name, contact phone number or e-mail.
2. Name of the purchased household appliance: manufacturer’s brand and model.
3. Date of purchase.
4. The nature of the problem that interferes with the normal operation of the product.
5. Request for return/exchange of purchase.
6. The application is certified by the buyer’s personal signature; the date of preparation is indicated at the end of the paper.

Measured wear

CHIP engineers took repeated measurements on old devices that were once winners of our tests and worked for several years after that, and determined the degree of wear and tear.

LG IP S225V. Contrast decreases

The LG IP S225V LED-backlit monitor withstood intensive two-year work in an office environment with almost no losses - only the contrast decreased slightly.
This device can last for many years, if the mechanics and electronics (power supply) allow.

However, power supply is not the most reliable component of monitors.

APPLE IPAD first generation. Small memory capacity

Modern applications often cannot work properly on the first iPad - the amount of memory is too small (256 MB), and the operating system remains at version 5.1.
Our test device was used intensively only in 2010, then not so often. This explains the fact that the battery capacity decreased only slightly.

The display also darkened a little - only 4%. Unlike newer models, the case of the first iPad opens without a heat gun, and the battery can be removed freely. Despite the long-lived and easy-to-repair hardware, this gadget is already outdated today - primarily due to insufficient memory, which cannot be increased.

GOOGLE NEXUS 7. Operating time

The battery life of the Google Nexus 7, which was used quite intensively for a year and a half, was reduced by 10% compared to the results of our previous measurements, but is still at a high level: 8 hours 33 minutes.
The display brightness has decreased slightly. At the same time, the contrast, due to the fact that dark areas became even darker, became higher by 10%. The Nexus 7 case is easy to open with a fingernail or a screwdriver.

Unlike newer iPads, the battery is attached without the use of glue and can be easily replaced.

The only downside is that the cracked glass cover can only be replaced along with the display. This is expensive, but this solution is justified because it prevents dust from getting under the glass.

PHILIPS 42PFL9900D. Brightness suffers

A 42-inch LCD TV from Philips worked fine in the CHIP editorial lobby every day from 10 a.m. to 6 p.m. for four years.
However, the maximum brightness of this display, which is usually backlit with fluorescent elements, decreased by almost a quarter - 23%.

The ability to repair this TV today is already limited, primarily by the unavailability of spare parts. The fact is that due to the short production cycles of televisions, the availability of spare parts is usually limited to two years maximum.

The test results we conducted in 2008 cannot certainly be compared with the performance of current solutions from Philips, since since then the development and production of the company’s equipment has been completely transferred to the Taiwanese concern TPV.

SAMSUNG GALAXY NEXUS. The weak point is the screen

The screen of this smartphone, made using AMOLED technology, demonstrates excellent color reproduction and has high contrast.
However, the brightness, which was already quite modest, suffered greatly during regular use of this device: the screen became darker by 40%.

Today's 177 cd/m2 is objectively not enough for comfortable work in daylight. The battery also did not stand up well to long-term intensive use - this is probably due to the Android OS update to version 4.3.

At the same time, the software upgrade clearly had a positive effect on productivity. In Vellamo's JavaScript browser benchmark, our Galaxy Nexus now scores nearly 1.5 times higher than before.

APPLE IPHONE 4. Brightness decreases

Our iPhone 4 was used very often at first, then much less often.
This explains the slight reduction in battery life, which was only two percent. The display, despite very moderate loads, is much more worn out: it has darkened by almost 17%.

iPhone 4 repair options also leave much to be desired. Replacing the battery is not difficult, but in order to disassemble the iPhone case, you need a special pentalobe screwdriver. The front glass can only be replaced together with the display.

OCZ VERTEX 3. Slow recording

On our 1.5-terabyte OCZ Vertex 3 SSD, after two years of intensive work on the test bench, performance dropped significantly:
data write speed decreased by almost 40%, as well as the number of I/O operations per second.

Moreover, this is true for both compressible and incompressible data. Updating the firmware to the latest versions does not help here, since the reason is the wear of the memory cells.

The legislative framework

The reasons for returning non-food but high-quality goods are regulated in Article 25 of the Law “On Protection of Consumer Rights”.

It states that
household appliances returned within 14 days if the consumer cannot use it for its intended purpose due to non-compliance with the expected characteristics: size, style, dimensions, etc.
The law in question also has another provision in Article 18 regarding the simplified return of low-quality goods within 15 days. According to it, a person has the right to demand that the product be replaced with the same or similar brand, have it repaired, and request a partial or full refund of the money paid.

In both cases, you can apply after the specified warranty period.

What documents to prepare

To process a return you will need:

• identification document (passport, driver's license, military ID, military ID);
• payment documents (cash receipt, sales receipt, bank statement if the goods were paid for by credit card);
• a completed warranty card with the date of sale, signature and seal of the organization.

It is advisable to make copies of all documents. The originals of receipts and warranty cards will be useful for filing a complaint with Rospotrebnadzor or filing a lawsuit.