In early 2001, we published the statistics on the reliability of hand-held computers sold in the Russian market. Now we have data for 10 months of 2001 and can show what changes have occurred, some models have become more and are less reliable. Data for 2000 were as follows: The coefficients of reliability of handheld computers for data service company MakTsentr for 2000:
| Compaq iPAQ 3630 | 27% |
| Psion REVO | 22% |
| Jornada 690/720 | 9% |
| Psion 5mx | 9% |
| Palm IIIe / IIIxe | 7% |
| Palm Vx | 5% |
| TRGPro | 5% |
| Visor Deluxe | 4% |
| Cassiopeia E-15 | 4% |
| Psion RevoPlus | 2% |
| Cassiopeia E-125/EM-500 | 1% |
| Palm m100 | 1% |
Coefficient of insecurity was calculated as the ratio of the number of refusals (based calls for service) to the number of units sold during the period. Of course, such an approach is not entirely fair, as he puts in more favorable conditions over the rest of the models, which only began to be sold. However, bearing in mind that most of the problems detected in the first days of operation, this approach can be adopted. The most unreliable devices were found iPaq H3630/3650 with SR = 27% and Psion Revo with SR = 22%. Both devices have horrific problems caused by design flaws. iPaq often suffered the "mirror" screen and malfunctioning latch pen. Revo - improper charging of the batteries. The first 10 months of 2001 showed the following results:
| Product name | KH |
| Psion REVO | 24,5% |
| Psion 5mx | 15,6% |
| Compaq iPAQ 3630/3660 | 10,4% |
| Palm III / IIIe / IIIx / IIIxe | 9,8% |
| Palm Vx | 8,6% |
| Jornada 690/720 | 7,8% |
| Psion RevoPlus | 5,7% |
| Visor Platinum / Prism / Deluxe / Edge | 5,4% |
| Cassiopeia EM-500 | 5,1% |
| Cassiopeia E-125 | 4,1% |
| Palm m100/m105 | 3,0% |
| Sony Clie | 2,4% |
| Palm m500 | 1,9% |
| Palm m505 | 1,9% |
| Diamond Mako | 1,5% |
Method of calculation was modified slightly. Taken into account in treatment service in the history of the sale of each unit, assigned to the number of units sold. This method smooths out the effect of several artificially high reliability devices, sales of which began recently, but this effect is not completely excluded. The calculation was taken as warranty cases caused by structural nedostatkmi devices, and negarantiynye related to improper handling. Leads the list of the most unreliable devices, our old friend Psion Revo. Problems, mostly old ones - indicating a violation of the charge leads to recharge batteries and unstable. But sales of Revo in 2001 were already very small, so that this issue maloaktualen. In contrast to the Revo, a model Revo Plus, has a quite decent performance, Kn = 5.7%. Problems with the charge still happen, but infrequently. If the user reads the instructions and charging device for the first time about 6 hours, the system charge in the latter works steadily. The second place got Psion 5mx with KH around 16%. This result is rather unexpected, sinceThis model has never been considered problematic. It turns out that by the end of the warranty period may occur wear plume is, in turn, causes malfunction of the display .. Frequently occurred and minor mechanical breakdowns such, sites like catch pen. All these faults are not fatal and easily removed the service center. Handhelds Psion come to Russia through various channels, the bulk comes through the company's Galaxy - the exclusive Russian distributor, but a considerable amount also comes from the Finnish distributors. Finnish Psion'y differ in some additional characters on the keyboard. We have not found any correlation between the channel of delivery and reliability. All these computers are assembled on a single production in China and the break with the same frequency. Again, the rate of SR = 15.7% not in any degree does not discredit the model 5mx. It's not a bad figure for a model with experience of nearly two years. Besides, it should be noted that the Psion 5mx is securely stores the data much better than doing it, for example, Windows CE devices. The following result, which immediately catches the eye - the company Compaq has significantly improved reliability of their devices. This was done without fanfare, the name of the models and their catalog numbers have not changed, but the design iPaq'ov improved. Now there are no problems with mounting the pen, the dust does not clog between the glass and screen. But there are new questions. Not always working steadily flash-memory. Not for nothing other manufacturers had to give up, this memory is rewritable and holds the OS code is not very stable. We also never been able to flash the problem by rewriting to achieve restoration of the OS, despite the availability of utilities. Questions also remain with the organization of the service process. Moscow Service Center Compaq, in principle, taken to repair or service any iPaq. True, they check the serial numbers on some blacklist, but we have never met with a refusal to repair the device, which channels they would not supplied, official and unofficial, from America, Europe, never mind ... The warranty period is 12 months from the date of sale to the user, but not exceeding 15 months from date of shipment of the device distributor. This latter date is never specified, it knows neither the dealer nor the buyer, so it's hard to tell what the actual warranty period for each individual customer. IPaq'i not accompanied by any warranty card, and it certainly looks a bit strange. Terms of repair obtained entirely unreasonable, up to 10 weeks! Service Center collects the defective unit and send them to Holland, some time is sending back. In contrast, for example, from Palm, Compaq does not replace the defective unit to the new, but actually their repairs. Four customs and two forward sometimes affected very badly for the health and appearance of the devices. Reliability of traditional and long-selling models Palm III and V series is determined by the KH 8-9%. Approximately half of the recorded fault does not guarantee, usually broken screens. Palma should be protected, not to drop them on the concrete floor, they do not suffer.
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Replacing a damaged screen (more on the new replacement unit) costs 130-170 dollars. The devices V-series often fail buttons, they are rather weak. This problem has always recognized the guarantee, the device must be replaced by a new one. If the service employees dark and begin to ask different questions, like "Why did you do such a thing, but why so hard pressed?" Means to you is not an authorized center, and something else. After 8-12 months of operation often pass the internal battery. This is a common problem with all devices with non-replaceable batteries. It is difficult to understand the logic of manufacturers that make it impossible for easy replacement of batteries, specifically why create problems? Series Palm m100/105 has high survivability, KH-3%, there is no battery, uses two AAA batteries. The display is made of plastic and virtually unbreakable.Some time ago one of our customers brought us the m100, has survived a terrible fire in a department store. (Detailed story is in the library www.hpc.ru). Unhappy Palm melted, blackened, but completely preserved performance ...
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Palm Company does not permit its distributors to repair the device yourself and just change the faulty patterns with new ones. All three Russian distributor have the necessary supply of equipment for the exchange, so the users of such a procedure takes place entirely painless. The most serious of "gray" suppliers to do likewise. In October 2001, service policies Palm has seen some changes. Russian distributors have received strict instructions not to take care unit with negarantiynymi problems. User is now in this case must apply independently to the service center at Palm eurosupport@palm.com, agree to repair the device, send the device to the specified address in England, to pay for repairs and shipping one way, and patiently wait for a similar reduced, not necessarily its , devices. This service is not cheap. Replacing the screen on the Palm IIIxe, for example, costs 85 pounds sterling. Sending a single device - 50-70 dollars. You can also expect problems with postal customs office in receiving and shipment. Obviously, this innovation did not please the Russian users, so we will try to convince Palm to change the decision. Reliability Jornada 720, normally sold only until the CCP from HP, however, increased. Duke fell from 9 to 7.8%. But most likely, it reflects the inaccuracy of the data, the device is completely changed. The main challenges are, as before, with the motherboard and keyboard. Damage to the trail that connects the motherboard to the display sometimes leads here to this "mirror" effect when the "click" on the right of the screen activates the left side.
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Repair of devices involved in HP service center in Moscow and perhaps in other cities. If the repair is associated with the replacement of individual parts, and so is almost always, it may take 4-6 weeks. An interesting feature, we were never received Jornada 720 with a broken screen, apparently, it is strong and well-protected housing, other handhelds, these problems arise regularly. One of the users of "killed" the display by wiping it with liquid for notebook screens, the display is partially dissolved and went to spots like this ...
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The last time we complained about the high reliability of all models of Casio. Although now KH has risen slightly to 4-5%, these devices are among the most reliable. Displays beating rarely, problems with the batteries, although they do occur, are solved very simply - the replacement battery, because it is removable! "Mirror" problems at all cleared, but there are others ... In accordance with its internal rules Casio admits the existence of a certain number of "broken" pixels on the display. Serviceable must be at least 99,99% of them. And at a resolution of 320 * 240, this means up to 7 allowable defective pixels, which are manifested in the form of points, such as green, like this:
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Not all users, however, share this opinion Casio. Some even believe that for its 500-600 dollars they are entitled to all 76,800 employees of the display components.And remember, even the most advanced law on consumer protection. Service organization from Casio - the most correct. The firm provides the authorized distributors for the repair of spare parts and information, conducts training of service personnel. As a result, the user typically gets a quick and quality service. Although the life course, not everything is so rosy ... It happens that the ordered spare parts do not come for weeks, and then comes what is not ordered, but it is, hopefully, the problems of growth. Sony has entered the PDA market recently, but the quality and reliability of its devices can be envied by other manufacturers. Indicator SR = 2.4% typewriters Sony Clie displays them in a group undisputed leader. Indeed, It is a Sony! But the fly in the ointment, of course, there ... The fact that Sony is still not officially delivers these products to Russia. Everything that comes here, is intended mainly for the U.S. market. And although Sony Clie has long been certified by authorities Rostest, Sony service centers in Russia do not want to have anything to do with the Clie. If the problem still happens, one hope - to the seller. Very good reliability Kn = 1.9% received Palm m500/505. This is indeed a reliable series, controls better fortified than in the series V, broken screens has not yet been. However, very interestingly done mount palm in the cradle, remove it from the Palm can only be tilted forward. The fear is that the user can tear the root plug palm, if it is remove it from the cradle is not very accurate. Place the most reliable device took Diamond Mako, an American version of the Psion Revo Plus. In this model, while very few service calls. Most likely, the result is temporary, caused by a short period of sales Mako. Over time, this device will probably take place next to its European counterpart, ie somewhere in the middle of the list, closer to his best parts. The authors, translation: