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