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Before You Call Tech Support

by Helen Gallagher and Bob Sideman
June 20, 2004

Do you feel threatened by computer problems and get weak in the knees at the thought of having to call for help? You're not alone.  Recently, I coached my client, Bob Sideman, through dealing with technical support people. He and I put together this advice for successful resolution of tech support calls.


First, what is the problem?

A computer stops working – it won’t boot, has a fatal error message on screen, urging you to contact your system administrator. But if you don’t have one where do you turn. Unless you have a local consultant who can give guidance, you’re pretty much on your own in dealing with tech support personnel. 


Just as we are when dealing with a roofer or electrician, we don’t always feel we speak the same language, don’t know if we can trust what they tell us to do, yet we don’t have anywhere else to turn for help, so we’re at their mercy. 

Here are some steps you can take to protect your equipment and data to prevent a problem from becoming a disaster


Prevention and Preparation

Make sure you can clearly explain what’s wrong. Have disks for what you installed, passwords, backups. If you are not a well-organized person, make an effort to keep all installation disks and CDs in one place.  If you are well organized, bless you – you already know this. If a CD has a serial number or log-in that must be entered to run the program, be sure to keep it in your files.  


Action List:

1.       Back up your data if you can

2.       Backup the registry

3.       Boot in safe mode

4.       Set a restore point or use GoBack

5.       Don’t empty the Recycle Bin until you reboot and open your programs without an error.

6.       Check your warranty. You may have forgotten but most computers have a one year limited warranty. If you purchased an extended warranty, you can get tech support by phone or get an authorization for repair.  Some companies send you a shipping box, others have you take the computer to a local authorized service center. If you have on-site service, they really will show up at your door but only if the problem cannot be resolved by phone.


Before You Call Tech Support

Often, even with an on-site three-year warranty, vendors require you try to resolve the problem with their tech support people by phone before taking that next step for an on-site service call or authorized repair.  They expect you to have the knowledge to follow their instructions, and take as many hours as needed to prove whether it will work, and they expect you will be willing to reformat the hard disk and reload windows. 


What really happens when you wipe out your computer?

If you reformat or reload Windows, you risk losing everything you ever installed. So don’t do it lightly. Like poking your tongue in a space where a filling fell out, you'll be lurking around the computer thinking of all the empty space where things used to be. How and why a crash occurs can vary, but there are warning signs.


Scene 1 - A small problem occurs
You're on the phone with tech support, with a small software problem they can't resolve. They tell you to insert your windows CD, and reinstall windows.


Scene 2 - A file gets corrupted
The files that run the computer are program code and can be subjected to corruption. If it occurs you may have no choice but to reload Windows


Scene 3 - The computer crashes
Your computer just crashes, or you delete something and have an error when boot up. A conflict can occur when adding or removing a program and it inadvertently takes away a needed file, such as a .DLL (dynamic link library) file needed by the system.

Try to avoid reinstalling Windows. It is your computer, you paid good money for it, and you have the right to say "No, that's not acceptable. I'm not willing to start all over."  The tech people aren't being nasty when they request you reload Windows, but are trying to get back to the point when the computer worked, which usually means they want it re-installed so everything is just like new.  But you will have to reload all your data, all your programs from original CD's and reconfigure your Internet connection, printers, and more.  So, resist the request to reload Windows if possible.


What does it mean to reformat or reload Windows?

Gasp… you have to find your disks - some clients are fantastic at keeping everything in one box or drawer, others can't find system or program disks that haven't been used n possibly a year or two. Know your clutter style and decide now to find the CD's for everything you use, including your mouse, printer, USB devices …before you’re on the phone with support people.

People sometimes lose faith in the computer and then feel there is nothing worth saving, so they don’t backup and don’t do basic maintenance or anti-virus protection. Then when it crashes, they say “Help!  There’s ten years of my life on there.” 

If your hard drive has two partitions, we strongly recommend putting programs on C and data on D so C is mostly system files which can be easily reloaded.


Many programs have strict licensing and registration rules. You have to phone in and obtain a registration code, even when you have a serial number, or connect over the Internet. The vendor often has the ability to determine your computer or operating system serial number and may not allow you to install it on another computer. In most circumstances a phone call to technical support can clean up any installation difficulties.


Did you back up everything?  Where are your Word templates?  Did you save them? How will you reinstall your dial-up or high-speed connection? You need to know the numbers and settings for your e-mail, usually called POP (post office protocol) and SMTP (small mail transmission protocol), and you better know your password. You need the disk to reinstall your anti-virus software or be able to get online to download a new one. Did you back up your e-mail and address book?

From a user perspective, Bob succeeded in resolving a tough hardware problem with a manufacturer by phone. Reflecting on his success and celebrating his victory, we discussed the “nerves of steel” and patience required and came up with these survival tips.  We hope you never need it, but if you do…

 

1. Be content before you connect

Never call tech support on any empty stomach: Feed the cat and eat lunch first.  You will get through the whole thing more easily without being hungry, or otherwise distracted, in addition to the frustrations you may face during your call.
 

2.  Prepare carefully before calling. 

If you know your facts cold, you will have a better chance of convincing tech support to fix something. Make sure you understand all that has transpired so that you can talk to the customer rep more on his level.

 

3.  Try Yoga on hold?

You can count on being put on hold for long periods, and something to pass the time can make the delays easier to put up with. Have something easy and unrelated to computers to read or relax by looking through a magazine or photo album. 

 

4.  How long will this take?

Forget about planning your time carefully; you must recognize that you unable to control that.  Simply estimate the time it will take, and then double it.  Don’t place the call from a cordless phone or cell phone unless you have adequate battery power for a couple hours. Try calling during off-peak hours, such as early morning or late in the evening. A general rule is if the company provides a toll-free number, you’ll experience long wait times. If you pay for the call, they answer quite promptly.

 

5.  As Mel Brooks might say, "hope for the best, expect the worst." 

So, ask for a case number as soon as you establish the nature of the problem. You may be cut off just as you're finishing, then have to start all over. Be prepared for that.  There may be language problems or you may be referred elsewhere, only to begin again -- and again.  Just remember: much is at stake, and your patience can result in considerable financial benefit to you.

 

6.  To succeed, be prepared for good-natured battle. 

Even if they aren't aware of it, the techies have stacked the deck by forcing you to wait, talk, wait and repeat yourself, then wait again, and talk yet again. Your advantage is in bringing your good humor and commitment to your cause -- which your opposite number cannot feel as strongly as you.


Being on the receiving end of customer service is no picnic, but neither is their job.  Showing respect for the skill, training and patience it takes to be a tech support person and it’s not at easy job.

If you could look at their desk, you’d see they work in a cramped cubicle, reading screens, looking up similar problems in databases, and entering your information in a screen.


Before you finish the call, confirm the case number again and ask if there is a web link to the resource to solve your problem. They read those things. Some vendors, such as Dell and Gateway have a customer area where you can input your service tag or serial number and view the same documents the tech support people read to solve problems.


With measured success, Bob now offers to share what he learned: “I think the experience should be thought of as a cumulative one. That is, you should listen carefully to what each techie says. You might catch a term that you can pick up and use yourself, either in that call or maybe more advantageously in a subsequent one) which can make you sound more knowledgeable and comfortable with the problem. Or you can listen for even tiny concessions or admissions, which you can use to your advantage. Your “adversary” can be a good knowledge resource for you. Knowing certain terms, and showing them you know the terminology will keep them from being frustrated too.


Triumphant now, Bob advises, “Try not to dwell on yourself and your problems. Turn it on them, what they may have failed to do, how disappointed you are as a customer.” While your situation seems unique to you, chances are the support people have ample history upon which they can draw. The complexity of integrating hardware and software components of a system creates multiple opportunities for something to go wrong, and not necessarily their fault. But if you can show that you acted responsibly and explain problems without attacking, you might get help. “All I did was plug in a printer, and the computer won’t work now!” Or in Bob’s situation, “The Delete key and arrows on my keyboard won’t work.  It’s just two months out of warranty. I take very good care of it. Is there some way you can help me?”


As a computer consultant, I hear a lot, but actually had one client frustrate the tech people so much the fellow shouted “Lady is your mouse moving at all?”  No,” she said, it’s still on the pad.”  So, you see, we know they have a pretty tough job to do.

A common tactic with tech support people is to get you off the phone by suggesting you go away and do something that takes a longer time, because they’ve exhausted what they can do with you. Be sure, again, to get a case number.  Don’t be afraid to question the logic, saying: “Well, no, why would that be – it worked yesterday.” 


The other is each company tells you the other one is responsible. When we buy hardware, vendors license the ability to load software from Microsoft. So if you call the hardware vendor for a software problem, they say call Microsoft. If you call Microsoft they say you bought it from a hardware vendor and have a serial number containing the letters OEM (original equipment manufacturer) so they tell you to get support from the hardware company.


All the more reason to be well equipped to handle the tough calls to tech support.  You can succeed if you know the arguments to make, how to persuade, act professional and knowledgeable, and keep your sense of humor.

___________________________________

Helen Gallagher can be reached at helen@cclarity.com, Bob Sideman is available to answer questions at sidechi@att.net.