PCs: The Missing Manual

Appendix D. Dealing with Technical Support

Sometimes you need to call in the cavalry. You’ve tried System Restore (Section 16.3), and searching on Google for a solution to that persistent error message (Section 17.4). You’ve made sure you’re using the latest driver (Section 16.5.2.1) and firmware (Section 17.2.9) for whatever part is misbehaving. You’ve uninstalled and reinstalled the software, restarted your PC, and still you’re having problems.

In other words, it’s time to give up and throw yourself at the mercy of a tech support person.

This chapter helps you make the most of that experience—for both you and the person on the other end of the phone, email message, or chat window.

Getting Good Tech Support

Calling tech support is like going to the emergency room: you’re never there when things are going well. To make things as pleasant and productive as possible, keep these points in mind while your arm slowly cramps from holding the telephone to your ear.

• Be clear. Most PC vendors now “outsource” their support, meaning your helper could very well be stationed overseas and speak with a thick accent. You both may have trouble understanding each other. Gently ask him to repeat himself when you don’t understand his words. If you can’t figure out what he’s saying, online chat (Section D.3.2) may work better for you.

• Be specific. Don’t say, “I can’t see Google when I’m at my Start screen” or “My PC won’t connect to the Internet.” Instead, say “When I try to connect to the Internet, my PC ...