Chapter 5. Help! I Need Somebody!

Help is something you paid for. You deserve it. Whenever you buy a computer, purchase software, or sign an agreement for online service, you should get some form of support. You don't have to use it, but when you need it, it's there. And, if everything goes as planned, help should actually help.

Regretfully, the quality of technical support has dwindled over the past several years: I'm sure the bean counters would have most companies do away with support. Those bottom-line people just don't see the value, the obligation, and the necessity of support. Although you can find good support here and there, the general consensus is that good technical support is a rare thing. Sad. It shouldn't be.

This chapter shows you the ups and downs of technical support, where to find it, and when to use it.

When to Use Tech Support

This advice is simple: Use tech support as a last resort, if at all.

  • Most problems are easily "fixable" without having to call support.

  • Use this book to help you troubleshoot many of the common computer foibles that everyone experiences.

  • Technical support is also available for any peripheral or add-on hardware you may buy. In that case, call the manufacturer, as listed in your manual or on your invoice.

  • In the computer biz, there's a difference between technical support and customer service. Customer service deals with sales, sale support, product questions before purchase, and product return. Technical support is where to go when you have questions ...

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