Troubleshooting Your PC For Dummies®

Chapter 27. The Ten Rules of Tech Support

I believe that you'll find the task of phoning tech support made all the easier if you keep the following rules in mind.

Don't Use Technical Support as an Excuse for Not Reading the Manual or Using the Help System

Always look up your problem first in the online help. Second, visit the company's Web site and look for a Technical Support link, FAQ list, or troubleshooter. If you can find the answer there, great! Even if you don't, the tech-support people will appreciate that you have made the effort.

Have Something to Write On

This advice not only gives you a pad to doodle on while you wait on hold, but having something to write on also means that you can take down notes and instructions as you're given them. You may also need to write down a case number when your issue is unresolved and you need to call back. That saves a great deal of repetition later and helps serve as a record of your tech-support call.

Be Nice

Each new call is a mystery to the tech-support person. The person doesn't know you, doesn't know your problem, and doesn't know how long you have been waiting on hold. None of those things is that person's fault, and he doesn't need to hear you scream about any of it.

The tech-support person is there to help you. That person didn't cause the problem and isn't out to get you. The friendlier and more informative you can be, the better for the other person.

Be Sure to Get the Person's Name and a Number Where You Can Call Back

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