Simple steps can dull the pain of tech headaches

By BILL HUSTED
Cox Newspapers

Tuesday, August 04, 2009

ATLANTA -- Maybe your Internet service is on the fritz or your computer has taken leave of its senses.

When that happens, a feeling of gloom and dread envelops your day. You realize you'll need to ask for help. And you assume -- usually correctly -- you're in for a horrible experience.

Clark Howard, the consumer advocate and radio and TV host, calls the problem "customer no-service." That term can be painfully accurate.

There's no way to avoid hassle. But there are steps you can take before and during the call to dull the pain.

First, make sure you've tried the obvious. If you're able, get online to check the manufacturer's Web site. There usually will be a link titled "support." You'll find common problems and fixes. It's possible you could fix the problem yourself. There's also that little-appreciated thing called the manual. It's worth checking, too.

Assuming none of that helps, you're stuck with what can be long minutes of suffering on the phone. To shorten that time, gather the facts before placing the call.

If, for instance, the problem is with a computer program, write down the model of computer you own, the version of the Windows or Apple operating system it is running and the amount of memory you have. Also note the serial number and version of malfunctioning software.

Having all this data at your fingertips will speed things up. If you've received error messages along with the problem, note them. If you don't remember the exact message, try to duplicate the problem and make careful notes on what happens.

Next, if the problem is with a computer or other device, be at that device when you place the call. You'll almost certainly be given some tasks to perform. Make the call with a cordless or cell phone, as you will likely be on hold a while and will want to move around.

It's safe to assume you'll spend a considerable amount of time listening to bad canned music while you wait for help. Think of it as "music to stew by."

When someone finally comes on the line there's a temptation to start complaining. Please don't. It just takes up more time and can create an instant enemy. Even a competent and efficient technical support person can get frustrated and angry. That will not advance your cause.

The next frustration may come when you're asked to try various fixes that you've already tried. Feel free to mention that. But don't be surprised if you're asked to go through it again. Keep in mind that the technician has probably dealt with some people who aren't the brightest pennies in the jar. It makes sense for the technician to lead you through all those basic fixes. Just bear with it no matter how much it hurts.

If you're lucky, your problem will be corrected and you can resume your life. However, many of us are not lucky.

When you've given the technician a fair chance to fix the problem, it's OK to ask to have your call moved to a more expert level. Generally technicians are grouped in tiers. Those who answer the call are often trained in the most common problems but aren't as expert as those in the higher tiers.

Finally, keep in mind that not all problems can be fixed by telephone. If that ends up being the case, you'll need to make arrangements to send the product back or, in the case of faulty Internet service, to schedule an appointment for a visit to your home. Take good notes when it comes to directions for returning a product, or the day and time for a visit. Also get the name and direct phone number of the person you're dealing with.

Think of my tips as an aspirin for your tech headache. While nothing here will solve the problem, it can take the edge off the pain.

Bill Husted writes for The Atlanta Journal-Constitution.