When your computer’s hiccups become unbearable, fight the temptation to immediately call the machine’s manufacturer for tech support. You might find a simple answer to your problem with an Internet search or trip to a site such as techguy.org (Click the “Operating Systems” tab to find forums — discussions of problems. You might find someone has answered a conundrum like yours.) If headaches persist, get ready to call tech support. (The number is in your owner’s manual or on the computer company’s Web site.)
BEFORE MAKING THE CALL
*Get organized: Jot down your computer’s serial number (usually found on the back or bottom of the unit), operating system (which version of Windows or Linux or Mac your computer uses), processor speed (usually a number followed by GHz for gigahertz) and how much RAM (memory) is installed. You’ll be asked for this information, and things will go quicker if you’re prepared. Write down a description of your problem. What are you trying to do? What happens when you try to do it?
*Dial and remain calm while you are on hold: Grab a crossword puzzle or something else to occupy your mind while on hold. Breathe deeply, and relax your jaw and shoulders, where we store a lot of stress. A balky computer and a drawn-out help process can be frustrating.
*Keep your pen and paper handy: You should write down your case number, the name of your tech support representative and notes, especially if you are told how to prevent trouble in the future.
HOW TECH SUPPORT WORKS
Support is provided in three levels.
Level 1 support representatives are trained to get your computer’s system info, talk you through basic possible solutions and, if things don’t work, figure out if you need a hardware or software specialist at Level 2. If the Level 2 specialist can’t help you, you’re off to Level 3: the Computer Experts Who Have Seen/Heard Everything. But you’re not likely to talk to one of these gurus.
“Typically, 70 percent to 90 percent of calls are solved at Tier 1,” says Dennis Smeltzer, executive director of the Tech Support Alliance Network.
Getting through Level 1 may seem like a pain, but it’s a necessary evil.
“You are helping the rep to help you better,” says Srinivas Venkata, senior manager of Dell tech support, so try to take everything in stride.
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Level 1
Your call is answered by a Level 1, or Tier 1, tech support person. His or her job is to:
*Get your computer system’s information and understand the nature of your problem.
*Solve the problem by reading a script and listening to your responses. The script goes something along the lines of: “If the user responds, ‘yes,’ ask Question 2. If the user responds, ‘no,’ skip ahead and ask Question 3.”
*Pass along your case if he or she can’t solve it.
WHAT TO DO WHILE YOU ARE THERE
Keep your cool. You’re angry, and you want answers now, but you won’t get them quicker by screaming at, cursing or insulting the person who is trying to figure out what’s going wrong with your computer and how to help you. You have to start at the beginning. “The idea is to get to the right person who can solve your problem,” Smeltzer says.
To get the most out of Level 1:
*Be ready with your computer system info and description of what is going wrong. See? You can have your own script!
*During your conversation, stay on track. A big red flag should pop up in your mind if you hear yourself using the word “because,” as in, “I installed this software because I wanted to make my grocery shopping easier,” or, “I added more memory because my sister said I should.” Too much information!
*Do only the requested action and nothing more. If you’re told, “Click the Start icon, then Control Panel,” don’t try to anticipate the next step by clicking on the System icon before you are asked to do so. If you and tech support stay on the same page, you’ll be more efficient and keep confusion to a minimum. After you perform each step, say, “Done,” or, “OK,” to let the tech support person know you’re ready for the next step.
*Ask that your case be escalated quickly, if you suspect your problem is major. You may not be transferred right away, because Level 1 people have to get your computer’s information and because they don’t want the boss to think that all they do is continually pass the buck to higher-paid Level 2 workers. So, politely repeat your request a couple of times: “I appreciate your efforts, but I really think I need to talk to Level 2.” Do not ask to speak to the manager. You will wind up with a Level 1 manager who will listen to your complaint, then hand your call to another Level 1 tech, and you’ll start all over.
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Level 2
These are experienced computer specialists who have been shooting a lot of trouble. Some can be brusque or condescending, especially if they perceive they’re getting attitude from a know-nothing or know-it-all computer user. To get the most out of Level 2:
*Write down his or her name. Use it every now and then to keep the tone cordial. Also, you’ll need the name if you talk to a supervisor or are passed along to someone else.
*Do only the requested action and nothing more. Why? See Level 1.
*Disagree, if you must, but don’t be disagreeable. If you were visiting your doctor after complaining of chest pains, would you insult your doctor? Keep the discussion cordial, even if you don’t like what you hear.
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Level 3
Actually, you don’t want to get out of Level 2, because that means your computer is just about toast and you need some (likely expensive) repairs. At Level 3, you might hear bad news. The rules stay the same: Don’t shoot the messenger.
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It’s still broken! Now what?
Take your computer to a repair shop and ask for a diagnostic and estimate of fixes, including parts and labor. Expect to pay $25 to $50 for someone to do this, so shop around for the best price on diagnostics.
If repairs are $400 or more, you may be better off buying a new computer. If you have precious files on your hard drive, ask if the repair shop can recover them for you (and what it will cost). If your hard drive has failed, extracting files might be difficult.
What computer should you buy? That’s a subject for a future column.
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egwinn@tribune.com
