But tech support calls dont have to be painful. Well, OK, maybe it does, but there are ways that you can make calling tech support lines somewhat less painful.
Here are my top tips based on having called a LOT of tech support lines over the years:
Before you even think about picking up the phone to call tech support, make sure you have all the information you need about your hardware or software ready in advanced. The list of information that you might need varies from product to product, but here are generalized lists for hardware and software:
Model name and/or number
Any firmware updates installed
Approx date of purchase
Software: < P> Software name and version
Any add-ons/service packs installed
Platform its installed on (OS version, service pack, etc.)
Write this stuff down dont rely on memory or guessing.
If you dont have this information on hand before you make the call, youll be flustered during the call and likely frustrate the tech support agent youre talking to.
As well as has having all the information about your hardware/software written down, make sure that you also make detailed notes about your problem. Again, do this in advance of the call and make sure you try to remember everything that might be relevant.
A few suggestions:
Description of the problem
When does the problem happen?
What steps can you follow to reproduce the problem?
Can you always replicate the problem or it is intermittent?
Details of any error messages displayed
Oh, and again write it down. If you try to recite the problem youre having from memory, unless its a really simple problem, youll forget something vital.
Id also suggest doing a few Web searches relating to the problem who knows, you might find an answer to your problems without having to connect with a tech support agent!
Its easy to think that all tech support has to be done over the phone. Thats not the case. Most companies offer a variety of ways for customers with tech problems to get in touch, such as:
For some people, text-based support can be better because it offers a record of what was said, and any instructions are easily available for future reference.
If youre easily flustered on the phone, or the problem isnt urgent, then using a text-based support method might be a better option for you.