| Your new PC seems to have eaten that critical file | | | | in your current problem? What has changed within |
| that you are sure that you saved last Friday. | | | | your computer system recently? Could that have |
| Or you click on FILE, PRINT to get a copy of that | | | | resulted in your current error messages? |
| business proposal that you need to send to a | | | | ~ Search the Internet for technical support sites for |
| prospective client today and your printer just sits there. | | | | your hardware where your support questions may be |
| In these and any number of like situations you know | | | | answered. |
| that computer problems may crop-up at the most | | | | Computer Software Problems: |
| inappropriate time. What do you do? You may spent | | | | ~ Be as specific and detailed as you can. Try to |
| time troubleshooting the resolution yourself but you | | | | isolate the problem. What exact piece of software is |
| have a small business to run and your business is to | | | | not working and under what circumstance. |
| make it profitable and not to spend your time | | | | ~ Know what's installed on your computer, at least in |
| troubleshooting PC problems. | | | | terms of major pieces of software. Occasionally, there |
| Your other option is to call a technical support call | | | | are known conflicts that the tech support rep will know |
| center for assistance. | | | | about. Try to remember if you've installed something |
| Here are some step-by-step rules to follow to make | | | | new in the past couple of days. Even new hardware |
| the experience easier. | | | | might cause software application to stop performing |
| Some of these items may sound basic but they are | | | | as it should. |
| necessary to review prior to your next call into any | | | | ~ Know what operating system you have installed |
| technical support call center. | | | | (Windows XP, Windows 98, etc.) and what version. |
| Before You Call: | | | | Often that makes a great deal of difference as to |
| ~ Make some notes. Be ready to outline, step-by-step, | | | | whether a piece of software functions or not. |
| just what happened and what you were doing prior to | | | | ~ Search the Internet online for technical support sites |
| it happening. | | | | for your hardware where your questions may be |
| ~ Try to repeat the problem so that you know what | | | | answered. |
| error messages, if any, popped up. | | | | ~ Don't try to get support for a piece of software you |
| ~ Read everything you can in manuals, online | | | | don't own. If you have installed a pirated copy of "xyz" |
| information and FAQ (Frequently Asked Question) lists, | | | | word processing software, don't expect the "xyz" |
| to make sure you aren't just suffering from an | | | | technical support call center to help you with your |
| all-too-common and quickly solved problem. | | | | problems running their software that you have not paid |
| ~ Perhaps you should use the email support option | | | | for. |
| offered by most companies support services. Often, | | | | ~ Be prepared to create a report of your problem (the |
| by writing down the problem, it helps you get a clear | | | | technical support representative will talk you through |
| picture of the problem in your mind. Then, your receive | | | | this) so that it can be sent email to the software's |
| reply, you have the step-by-step resolution in black & | | | | technical support center for deeper diagnoses and an |
| white for your records. | | | | email reply. |
| ~ Make sure you've downloaded all the most recent | | | | After You Get Through to a Technical Support Rep |
| updates and patches. Don't expect the technical | | | | ("Tech Rep"): |
| support rep to spend a lot of time troubleshooting your | | | | ~ No matter how long you hold to wait on hold on the |
| copy of their software when it may be two or three | | | | phone, be ready to jump into troubleshooting your |
| generations old. Their are trained to troubleshoot the | | | | problem. The individual tech rep is not responsible for |
| most current version of their software. | | | | your hold time (no matter how long it has been). Many |
| ~ Have your warranty cards, customer number and | | | | technical support call centers have an "acceptable hold |
| serial numbers ready. In addition, have a pen and paper | | | | time range". The centers want to channel their |
| available to take notes. You may want to have your | | | | customers into other support options before you call |
| manual ready because you might be asked to refer to | | | | into their center to talk to a tech rep. Thus, encouraging |
| it. | | | | you to check their provide users manual, a web site |
| ~ Have a ready outline of the troubleshooting steps | | | | info-base, an online news group, or inquire via email; |
| you've done to solve the problem to this point. | | | | before you call into their technical center. In other |
| ~ If you can, call at off-peak times. Generally, mornings | | | | words, your first impulse when you have a problem, "to |
| are less busy in customer call centers. You may try to | | | | call someone" for help, is contrary to the technical call |
| determine where a company is from their literature, | | | | center's view that it should be your last option. |
| manuals, or web site. Generally, that is where their | | | | ~ Be specific regarding your problem and the |
| customer support call center is located. If they are | | | | circumstance under which it occurs. If your problem |
| located in Palo Alto, CA, that's West Coast Time, if | | | | relates to a specific hardware device or software |
| their support line opens at 6 a.m. try then. In addition, the | | | | package, don't say your computer system is "acting |
| newer, less experienced support reps are assigned | | | | up" or "blown up". If your problem relates to a specific |
| the busiest and odd hour shifts when they first start | | | | hardware device or software package, state that |
| out fielding customer support telephone calls. Thus, if | | | | clearly to the tech rep. Save your opinions about the |
| you make the effort to call at the right time, you'll hold | | | | overall operation of your computer system for another |
| less time to get to a support person and may get a | | | | call. |
| more seasoned support person who may be able to | | | | ~ Don't exaggerate the problem. Don't say this is |
| solve your problem in less time. | | | | "always" happening to you, when in reality it's only |
| Computer Hardware Problems: | | | | happened once or twice. |
| ~ Make sure your computer is plugged in and turned | | | | ~ Do what the tech rep ask you to do in |
| on and that you have power in your office at that wall | | | | troubleshooting your problem. Don't interrupt their |
| electrical outlet. Be certain that all your peripherals, | | | | troubleshooting steps. Something that you think has no |
| keyboard, mouse, monitor, printer, external drives, etc., | | | | point in trying, may actually solve the problem. |
| are connected properly. Unplug them and plug them | | | | ~ Lastly, as stated above, be prepared to create a |
| back in again just to insure that all are seeded properly. | | | | written report so that it can be sent email to the |
| This may resolve a hardware problem. | | | | software's technical support center. You may have |
| ~ Try to isolate the problem. What exact piece of | | | | discovered sometime that they are not aware of |
| hardware is not working and under what | | | | about their software. |
| circumstance? | | | | Keep these tips handy for the next time that you have |
| ~ Try to recall any new piece of hardware or | | | | trouble with your office computer and have the urge |
| software that you may have installed to your | | | | to "call someone"! |
| computer system recently. Has that installation resulted | | | | |