Jump lines
AdsNewsPast issuesThe Valley PressCirculation Dept.
Antelope Valley Juvenile Attorney Audio Video Children's Party Place Chimney Sweep City of Lancaster Computers Cupcakes Fabric and Crafts Flooring Health & Beauty Home Health Care Internet Blog Internet Provider Magazine Money Saving Coupons Newspapers
Orthodontists Palmdale Info Pharmacy Private School Rentals Restaurant Retirement Community RV and Truck Repair School School Travel Used CarsWeb directory:
George I. Kita
http://www.topjuveniledefender.com
CWI Equipment Rental
http://www.cwirentals.com
Jump Palace
http://www.jumppalace.com
The Chimney Sweep
http://www.avchimneysweep.com
Lancaster News
http://www.cityoflancaster.org
Superior
Electronics
www.sepc.com
Ask
a question
Double D Cupcakes
http://www.doubledcupcakes.com
Jo-Ann
Fabrics
http://www.joann.com
Federal Criminal Lawyer
California Federal Defense Law Firm
www.losangelesfederalattorneys.com
Artistic
Carpet One Floor and Home
www.carpetone.com
Dr. Campano
www.drcampano.com
Accent
Care
www.accentcare.com
BlogAV.org
www.blogav.org
QNET
www.Qnet.com
Jewelry and Watch Shop
Ye Olde
Watch Shoppe
yeoldewatchshoppe.blogspot.com
Antelope
Valley Lifestyle
www.avpress.com
Medical Group
First Valley
Medical Group
www.firstvalleymedicalgroup.com
SmartSource.com
SmartSource.com
Antelope
Valley Press
www.AVPress.com
Snow
Orthodontics
http://www.drsnow.com
City of
Palmdale
http://www.cityofpalmdale.com
Walgreens
http://www.walgreens.com
Antelope Valley Christian School
http://www.avcs.edu
Rental Directory
http://www.avpress.com/rental
Romi's Fine Dining
http://www.romisfinedining.com
Mayflower
Gardens
http://www.mayflowergardens.org
Critical Car Care Center
http://www.criticalcarcareinc.com
University of Antelope Valley
http://www.uav.edu
Rapid Response Security Academy
http://www.rrsa.biz
http://www.rrsa.us
AVTA
http://www.avta.com
Jack Fry Travel
http://www.jackfrytravel.com
Camacho Auto
Sales
http://www.camachoauto.com
Search
www.avpress.com
News
Newsroom
Your Online Connection
Obituaries
Places of Worship
Reunions
Valley Life Forms
Weather
Ads
Classified Index
Announcements
Employment
Farm, garden, pets
Financial
Merchandise
Obituary notices
Real estate sales
Rentals
Transportation
Placing ads
Classified
On line
Retail display
Website
Directories
Auto dealers
Home Services
Local Web sites
New Homes Directory
Commercial Real Estate
Directory
One week's news
S M T W T F S 14
15
16
17
18
12
13
The Valley Press
About avpress.com
avpress.com FAQ
About the paper
Contact us
Jobs with us
Top of this page
How to get help if you don’t know how to fix it
By BILL HUSTED
c.2010 Cox Newspapers
ATLANTA - Let’s talk about fixing the unfixable.
You’ve done everything you know how to do and even a few things you don’t know how to do. But your high-tech gizmo just sits there - nothing more than an overpriced paperweight. Maybe that gadget is a computer or a printer or a digital camera. Whatever it is, it’s definitely messed up beyond your ability to fix it or to find a fix using the Web.
Today, we’ll talk about how to get out of that fix.
It’s time to deal with technical support. You dread it and rightfully so. It’s going to take time that could be better spent playing video games or taking naps.
You’ve been through this before, heard the canned music while on hold and - when someone finally came on the line - been led through a bunch of fixes that you’ve already tried.
I can’t make that kind of headache go away. But I can offer some tips that will dull the pain.
Be prepared
Make a list before you call. Start by writing out a description of your problem as specifically as possible. That way you’ll do a better job explaining it to tech support. Make sure to note any error messages you see.
Now write down the model number of your device. If it’s a computer, make note of how much memory you have installed, the version of Windows you are running. If your high-speed Internet service has taken an unexpected vacation, note the model number of your modem. Having all that information at your fingertips will speed the process.
When it comes to gathering data for a computer, a free program from www.belarc.com makes a terrific assistant. It’ll give you everything from serial numbers of software to the type of video card you have to the amount of RAM installed.
Making the call
Use a cell phone or wireless home phone. That way, if the wait is a long one, you’ll be free to move about. And if you are asked for information you don’t have on your list, you can continue the conversation while you do that additional gathering.
Be polite
The call can be frustrating, and at times you may want to scream in pain. But it’s smarter to win the tech support person over. The ordinary rules of human behavior apply here. If you can connect on a human level with the person helping you, he’ll often go the extra mile.Being rude or abusive won’t get results. Even when the tech support seems incompetent or brusque, make sure your behavior is professional and correct. These calls are usually recorded. So if you ever need to complain about the service you received, that record of your own behavior can help or hurt your case.
Just as you’d expect, some representatives are more helpful than others. At times, I’ve played tech support roulette by ending the call and trying again in the hope that the next person I reach will be more knowledgeable.
Don’t be shy
Technical support staffs are arranged in tiers. The first tier handles the routine calls. If the problem is beyond the skill level of that first tier, it often will be bumped up to someone with more expertise. So if - after a reasonable amount of time - you seem to be going nowhere, ask whether you can speak to a supervisor.
Take names
Make sure that you write down the name of each person you deal with. In some cases, you’ll be given a name, in others an identifying number such as agent 22. Also - when the problem cannot be resolved in a single call - ask whether there is a way to contact that person directly. That way you won’t have to start from ground zero on the second call.
It’s also helpful to get a direct e-mail address for that person. It won’t always be possible, but it does no harm to ask.
With any luck, your problem will be solved during that one telephone call. But if it isn’t, you need to come away with a reasonable timetable for when the problem will be fixed. Get specifics on any additional information you need to furnish. And try to get some sort of commitment on when the problem will be fixed.
Ask what your options are if tech support can’t fix the problem. If your device is covered by a warranty, get details - while you are on the phone - on whether the company is willing to replace a device when all support options fail.
Don’t take “we can’t help” for an answer. Politely continue to escalate the process by asking to speak to a supervisor. If the supervisor doesn’t help, ask to speak to that person’s boss. Be firm but polite.
Look, none of my tips will turn this process into anything that resembles fun. But - with any luck at all - your trip to tech support hell should be a productive one.
Bill Husted writes for The Atlanta Journal-Constitution. E-mail: tecbud(at)bellsouth.net.
Story Filed By Cox Newspapers
For Use By Clients of the New York Times News Service
