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Get the Help You Need

We look at the sorry state of tech support today and come to the rescue with 50 problem-solving tips for faulty hardware, software, and Internet access.

Jeff Bertolucci

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The Tech Support Survival Guide

Okay, so great tech support isn't as common as pigeons in Manhattan. Maybe it's even an endangered species. What can you do about it? Plenty. Read on to learn our strategies for getting answers from technology vendors--and for doing your own support, including simple fixes for common computer glitches and reliable sources of top-notch troubleshooting advice.

10 Things to Do Before, During, and After a Tech Support Call

  1. Double-check the obvious stuff: The computer is plugged in, right? And all its cables are firmly connected? (Don't laugh. Many technical support calls result from problems as elementary as these.)

  2. Flip open the product manual: Then search the company's Web site for troubleshooting tips. If you find what you need, it could save you 30 minutes' tenancy in On-Hold Hell.

  3. Ask a newsgroup: Lots of savvy, helpful users frequent Usenet's discussion groups on PC hardware and other topics. You can post questions with a newsgroup reader (one's built into Outlook Express) or through a Web-based service such as Newsranger.com.

  4. Dig out the reference numbers: Before you call technical support, find and record the product's model number and serial number. A support technician will probably ask you for this information.

  5. Write down every error message: Did the message mention kpmon32.dll or kpsys32.dll? The technician needs that exact information. Keep a pen and some paper beside your PC, so when error messages pop up, you'll be ready to jot them down.

  6. Have the misbehaving product handy: Call tech support from the vicinity of the problem equipment. You can describe the difficulty most clearly that way.

  7. Stay cool and collected: Yes, your PC (or printer or PDA) is broken. Yes, you hate life. But don't take it out on humble technicians. Be polite, and you'll get better assistance.

  8. Keep a log: Write down essential information about your contacts with tech support and customer service--when you called, whom you spoke with, and what happened. You'll need these details if you have to escalate a complaint or take it to a third party such as the Better Business Bureau.

  9. Don't hesitate to escalate when necessary: If the support rep can't fix what's wrong, ask to speak to a manager. And don't stop trying--the chances are somebody can help.

  10. Don't give up: If you're still dissatisfied after repeated phone and e-mail contacts, you may need to write a letter to the company. Or consider registering a complaint with a third-party organization (for details, see "When You Just Can't Take It Anymore").

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