The thin line (and hidden wires) between success and disaster

This past week I awoke to a great Christmas. And the day after I awoke to a computer meltdown.

I kept turning my computer on, only for it to shut down without warning. Sometimes it would stay on for 10 minutes and then go black. Other times it would fool me into thinking it had righted itself and work for nearly an hour and then...poof!...shut down again.

As with all computer problems it was terribly frustrating. I kept losing documents that I had almost finished and I would get three-quarters of the way through an engaging article and then miss the climactic ending.

But what was different about this particular problem was that it was clearly not a garden-variety software issue that phone support could walk me through. Nope, this time I found myself in uncharted waters, because for the first time in all the years I've used computers (and the many laptops I've owned), I was faced with a hardware issue.

And the only way to resolve a hardware issue is to take apart the unit.

First things first: diagnosing the problem

I successfully diagnosed the problem as I noticed that the laptop's cooling fan--the component that keeps the processor from overheating--wasn't doing its job. So I deduced that either something was stuck in the fan or the fan was shot.

But get to the fan I must.

Now, when you're working with a desktop computer it's much easier as usually you're just removing the CPU's cover to expose the hardware. But with a laptop everything is very compact; so there's much greater room for error as you have to carefully pry apart the casing to expose the hardware.

So I frantically scanned through CraigsList ads to find a tech specialist that was both available to meet over a holiday weekend and that was comfortable working with hardware issues (not just software).

Taking matters into my own hands... almost

While I waited for the specialist to arrive I started getting antsy and decided to soldier on. After all, I had diagnosed the problem all on my own and I'm academically familiar with what makes computers tick (after all, I scored As in all my computer and Information Systems classes).

Once I finally located a tiny enough screwdriver and undid a zillion tiny screws I was ready to start prying the casing apart. After I made some headway and was able to partially pull off one side of the casing, I spotted the nefarious ball of dust that was stalling my fan and spoiling my weekend.

But in order to reach said dustball I needed just a little more wiggle room so I pried a wee bit more. And that's when I spotted the risk: if I pried the casing apart any further I would rip several wires that were connecting my laptop's hardware to the underside of my keyboard. Resolution was within my grasp--but so too was the risk of doing serious damage to my computer.

So I put the laptop down and waited a few minutes more for the specialist to show up. And I'm sure glad I did.

Once on the scene, he lauded my ability to diagnose the problem and ready the computer for him, but equally so at STOPPING before I did any damage. He carefully disconnected the various wires in various ways as some were levers, but others required pinching them to unhook them.

Who knew different wires in the same laptop necessitated different ways to disconnect them? You guessed it, the specialist did.

(And now my computer works like a charm.)

What's the marketing takeaway?

I've said it before but I'll say it again: In an age where it's so easy for companies to launch a blog, whip together a podcast or start a Twitter account, it's also easy to fail. We all need a guide when in uncharted waters. There are plenty of guides and formats, be it a third-party agency, independent consultant or in-house employee.

Because as simple as it is to write and publish a post, launch a YouTube video--or rip the casing off a laptop computer--it's equally simple to incorrectly assess the risks (and wires!) that could foil your efforts.

Or wreck your laptop.

And sometimes, with the right guide, you'll get even more value than you bargained for--mine happened to not only teach me new lessons but also gave me 2 gigs of RAM that he happened to have on hand... which I aptly deemed a Christmas miracle ;-). 

PS: should you need a tech specialist, I'm happy to introduce you to Juan Rosario--and should you need a marketing guide I have an entire network that I'll also introduce you to, many of whom are listed on my blogroll on the sidebar at the left.

Comments

[Toby]

CK - first totally impressed that you knew how to unwrap your computer. again you are spot on .. it takes not only humility but courage to know your limitations and ask for help.

wishes for a most joy filled 2009!

[Stephen Denny]

There's nothing so dangerous as half-baked expertise.

I speak pretty good Japanese - enough to know that I'd take an interpreter with me into a negotiation.

I laud the effort, but the real jolt of inspiration is the knowledge to know the difference between doing it yourself and calling in an expert. Words to live by.

[Piotr J.]

I think this builds to the concept of the "Knights of the Round Table" - surrounding yourself by people who could advise you on things that you aren't that knowledgeable in. Risk Management Team you can call them :)