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Technical Support

LAST UPDATED: Tuesday, 27 March 2007 08:42:07 +0100

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GETTING THE MOST OUT OF TECHNICAL SUPPORT--PART 1 OF 5

Even the best hardware upgraders sometimes need help. Most of the time, a problem encountered during an upgrade has nothing to do with you and everything to do with the product itself, arising from some known (or unknown) software or hardware conflict. Still, if you don't prepare for an interaction with a company's technical support staff, you could wind up wasting valuable money and time. Over the next few days I'll pass along some tips for getting fast, efficient technical support.

First, always try a company's Web site before calling. Nowadays, you'll find a host of technical support information posted on almost every computer-related Web site. It saves the company money if consumers browse the site instead of calling, so most vendors are quite good at keeping their Web pages current and well-stocked with technical support information and hardware driver software. If you don't see a technical support listing on the home page, search the site on the word "support" or on keywords related to your problem.

GETTING THE MOST OUT OF TECHNICAL SUPPORT--PART 2 OF 5

In the last tip, I mentioned that a company's Web site should always be your first stop for technical support information. If you don't find what you are looking for there, however, keep browsing. You may find what you need at another Web site. For example, if you're installing a new modem and you're having problems getting it to work properly, you should first check with the modem manufacturer and then with your PC maker. PC vendors often post any known hardware problems, complete with device make and model information, along with the solutions on their Web sites.

Another general-purpose Web site for Windows-based PCs is the Microsoft site at

http://www.microsoft.com

There you'll find a massive technical support database that stores Windows-related problems for many hardware and software products.

GETTING THE MOST OUT OF TECHNICAL SUPPORT--PART 3 OF 5

Upgrader, heal thyself. To limit the length of a technical support call, perform your own diagnosis before you dial for help. Most
technical support staffs run through a list of issues to rule out before they get to the heart of the problem you're having. This list
will include items such as these: Are all the relevant cables attached correctly? Is the PC stable? Does a simple reboot solve the problem? Is it a Microsoft Windows problem?

The further you can narrow down the list of suspects yourself, the faster your tech support call will end. If you can answer "tried that, didn't work" to your support staffer's initial questions, you'll be happier in the long run.

GETTING THE MOST OUT OF TECHNICAL SUPPORT--PART 4 OF 5

Have everything you'll need readily available before you make a technical support call. By "everything" I mean the problematic
product's documentation and box, your PC's make and model information and a list of its current configuration, a list of ways you've tried to rectify the problem, and a detailed list of symptoms you've noticed. If the product is an internal one, you'll probably want to have the cover of your PC off so you can quickly list dip switch settings and serial numbers if need be. Just don't power up the PC without the cover on unless you know exactly what you are doing and there are no children or pets close by.

With the right preparation you'll minimize the amount of time your technical support call takes.

GETTING THE MOST OUT OF TECHNICAL SUPPORT--PART 5 OF 5

Avoid calling technical support on Monday mornings. Surveys say this is the busiest time for technical support phone centers. Also, listen carefully to the "traffic warnings" that some phone centers provide for customers on hold. If you hear that the current average hold time is 20 minutes or longer, consider hanging up and trying again at a later time unless your situation is critical.

And finally, don't hang up once you do get talking to a human being. Most phone centers classify "throughput" (the number of calls answered in a given time) differently from "closings" (calling back those people who require additional assistance). The support staff person you are dealing with may or may not be good at closing problems. However, if you refuse to hang up until he or she has solved your problem, the burden remains on the tech staffer to resolve your situation as quickly as possible.

SERVICE AND SUPPORT TIPS--PART 1 OF 6

Even the most competent hardware upgrader must occasionally call for help. So over the next few days, I'll pass along tips to help you make the most effective use of the service and support your hardware vendors offer.

First, don't wait until you have a problem before you look through the service and support information that accompanied your hardware product. Before your vendor provides technical support, they may require that you register your product or at least activate your service and support option by sending in a form via e-mail, regular mail, or by calling a toll-free phone number. If you delay until you need technical support before you do these preliminary tasks, you will have to wait longer for help than you should.

SERVICE AND SUPPORT TIPS--PART 2 OF 6

Before you make that technical support call on a malfunctioning hardware device, run through whatever troubleshooting steps the product's documentation and online help offer you. If you don't, the technician on the other end of the phone line will likely walk you through the same procedures to rule out the most common problems. You may find that you can solve your own problem and spend less time waiting on hold if you just perform those documented troubleshooting steps first.

SERVICE AND SUPPORT TIPS--PART 3 OF 6

Before you phone for technical assistance, try searching for help on your hardware vendor's Web site. Most hardware companies now offer easy-to-use Web-based technical support databases (it saves them money not to have to staff a technical support call center). It's very unlikely that no one has ever seen your problem before, and there's a good chance that your problem has a fully documented solution available on the Internet. Browsing the hardware vendor's site is often faster than waiting for a live technician over the phone.

Of course, you'll need Web access to go down this avenue, and some hardware malfunctions might cripple your computer and stop you from accessing the Web. In these cases, you must resort to tried-and-true phone support.

SERVICE AND SUPPORT TIPS--PART 4 OF 6

Another alternative to phone-based technical support is real-time online chat support. Some companies now offer the ability to chat live with a technician rather than talk over the phone.

The plus side of chat support is speed--for the moment, anyway. You often don't wait as long for chat support as for phone support (probably because most users still rely on the latter, crowding the phone lines).

The down side of chat support is the list of items you need to make it work. First, you must have a Web connection (as I mentioned in the last tip, your hardware problem might limit your Internet access).

You might also need a chat software plug-in module for your browser, depending on what type of chat mechanism your hardware vendor uses. You should find all the details on the vendor's company Web site.

Finally, you'll have an easier time if you're a fast typist. If you hunt and peck at the keyboard, inability to communicate quickly with a Web-based technician may frustrate you.

Remember, if you don't find satisfaction with chat support, you can always go back to the phone.

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