Seeking and Getting Computer Technical Support
From the nooest noobie to the savviest computer user, we each, at some point, will need to seek the help of technical support by phone, email or a live chat service. Getting a hold of someone in technical support can be a challenge in itself-finding the right email address or phone number, navigating phone trees and enduring eternal hold music. After all that work to get in touch with a real person, you’ll want to use these tips to help you get the most out of your experience.
Be Prepared
Need something to do while you’re on hold or waiting for a reply to your email? Start gathering information about your computer that will help technical support help you. Often times, they will ask for your computer’s model number, serial number or other identification codes added by a reseller. Look for this important information on a sticker at the top or back of your computer. In some cases, you may also find the information by clicking on an icon on your desktop that is labeled “support.” If it is a serious problem, you may want to dig up your receipt and warranty information, too.
If you’re tired of being on hold or you’ve gotten lost in a complicated phone tree, try pressing “0” to see if you can reach a live person. Or, for tips on getting the right kind of help quickly, visit www.gethuman.com, a database of ways to bypass phone systems and other customer help tips.
Another increasingly popular option is live chat support. Instant messaging programs built into vendors’ web sites give you nearly instant access to support people without the frustration of hold times and phone trees. However, to make this level of service viable, support people are generally juggling four or five chat sessions at once. That means their responses may seem relatively slow, or they may not seem clearly focused on your problem. Also, consider your personal style and preferences to decide if you will better communicate problems by typing or talking on the phone.
On Your Honor
Solving technical issues with your computer is a two-way street: you need their help, and they need yours. When you describe the problem you’re experiencing, always mention any changes you’ve recently made to your computer, including:
- Software installed or uninstalled
- Files or programs downloaded from the Internet
- Files deleted or moved
- Hardware added or removed
- Changes to settings or configurations
This is not the time to be embarrassed about downloading pirated music or failing at a do-it-yourself upgrade of your computer’s memory. Your technical support person needs to know the full story to make an accurate diagnosis. There are only so many questions they can ask, so you’re on your honor to disclose everything.
On the other hand, don’t let your own embarrassment get the better of you. Some technical support people may try to take advantage of how you’re feeling by immediately assuming you caused the problem. In that case, they may decide that your problem is not their problem and leave you hanging. Before you disconnect, push them harder to explain how your actions could’ve caused the problem and ask them about other possible causes and ways they could help you troubleshoot.
Some technical support groups are equipped with remote diagnostics that allow them to see your computer screen in real time, which can make it easier for you and tech support to stay on the same page during troubleshooting. You should be asked to authorize their presence first, but before you do, make sure you know who you’re talking to and confirm that they are a trusted source. They should assure you that they are making a one-time-only connection. If they don’t, you should ask to make sure they aren’t using a remote support tool that allows for continued, future access without authorization. No matter how trustworthy your tech support person seems, you never want someone to have the kind of access that could let them gather your passwords, credit card numbers and other private or personal information.
Can You Help Me?
It’s also possible that the person with whom you’re communicating doesn’t understand your problem. Or, perhaps the two of you are experiencing a personality clash. Whatever the case may be, you can always ask to speak to another representative who may be more knowledgeable or understanding about your specific issue.
Technical support people usually are structured into tiers. Your first level of contact will be with technical support people in the lowest tier. They are trained to screen easy-to-handle questions and facilitate simple troubleshooting techniques so that higher-tiered support people are free to address more serious issues. If you are not getting the help you need at the first tier, ask to have your problem escalated to someone in the next tier of support.
Last Resorts
As frustrating as your technical problem is for you, it also can be frustrating for support people. They may not see what you’re seeing or hear what you’re hearing. They must rely on you to give them all the details of your actions and experiences. If their frustration leads them to recommend desperate measures like reinstalling an operating system or rebuilding a computer from scratch, be leery. While sometimes necessary, these are drastic fixes that should only be done after you’ve exhausted all other options.
You may decide to seek out an independent service that provides technical support for a fee--check with your local electronics store or search online for options. However, keep in mind that the cost of technical support may be built into the price you paid for your computer, so you should first try to get the most out of it using these tips.
Need support for other technologies such as a camcorder, digital camera or DVR? You’ll find that many of these tips will maximize the support you get for other technologies, too.