Beating Tech Support | ||
|
Getting support for your computer over the telephone is hard work for everyone.
The user is often expected to have a certain level of ability and the support
person has to imagine what is going on the user's computer. Not surprisingly,
telephone help often ends in frustration and tears. To ensure you get the problem fixed, and you help keep the techies' blood pressure
down, remember the following points. Make a note of any error messages and when they happen. Did the problem occur
after installing something new or changing the settings? Make sure you have the purchase and warranty details if it is still under warranty.
If it is a brand name computer, have the model and serial number handy. Make
sure you know what sort of CPU (eg Pentium II-233, AMD K6-500), how much memory
(eg 32Mb, 64 Mb) and how much hard drive space you have (eg 1.2 Gb with 500
Mb free). When calling the tech support line, listen carefully to the entire menus and
choose the selection most appropriate to your enquiry. If in doubt press 0,
this gets you to the switchboard on most systems. Once you get through to the technician be patient and polite, telephone support
is a very frustrating job. Note the technicians full name, the time the conversation
started and ask for reference or incident number. State your problem clearly. What error messages appear and when do they appear.
What is not working and what has changed. Be honest. Follow the instructions precisely, if the technician is talking too fast ask
them to slow down. If you don't understand the instructions, ask them to explain
them clearly. If you are not confident the technician understands the problem, ask them.
If they are evasive or uncertain ask to speak to someone else. If they won't
transfer you to someone more expert, ask for their supervisor. If you cannot
get someone you are confident in, hang up and call back a few hours later. Remember
to keep taking notes. When you think the problem is fixed, do not hang up. Test that it is working
and other programs and hardware still work. Sometimes fixing one problem moves
the problem elsewhere in the system. Restart the computer and watch for any
error messages. If it works thank the technician for their help. Telephone support is a stressful, often thankless task. If you are happy with
the service, e-mail or write to the company and thank them for the good service.
Make sure you name the technician.1. What is the problem?
2. What is the configuration of your computer?
3. Making the call
4. When someone answers
5. Describing the problem
6. Fixing the problem
7. Not getting anywhere
8. Testing the solution
9. Thank the technician
PC Rescue Pty Ltd
Suite 236, 4 Young Street Neutral Bay NSW 2089
ABN 082 635 765
ŠTechnology Publishing Australia, 2011