Winning the Tech Support Game

Like many other computer users, you've probably learned a lot over time about how a personal computer works. Perhaps you're confident enough to download software over the Internet, or maybe you've installed

Then, the unthinkable happens: A driver fails, your system doesn't recognize a new piece of hardware, or your computer simply quits working. Whatever the reason, you decide to make the dreaded call to Technical Support for help.

Yes, time is money, but don't rush to pick up the phone without first gathering some basic information. Technical support reps may be smart, but they're not magicians. These tips may seem elementary, but they can cut down the time you spend on the phone and save you money if you're calling a pay-per-incident support service.

• If you think you might need to open the computer cover, remove the screws before calling. Every second counts if you're paying by the minute for tech support.
• Check obvious things before calling tech support, such as making sure that a device is plugged in and receiving power.
• Try to have a clear explanation of the problem — if necessary, write it down beforehand. Comments such as "It just stopped working!" force the support person to work through a much longer list of possible problems.
• Keep a list of everything you've already tried to fix the problem, no matter how embarrassing. The tech support person is there to solve your problem, not to pass judgment on your lack of technical knowledge.
• Write down or print out all the information in any error message, however obscure — don't just click through them.
• If you suspect the problem is with a piece of software, write down the serial number, version number, and service release number (if applicable) of the software before you make the call. Also note any updates or patches that you may have installed. You can usually find this information by looking at the user manual or selecting the About option under the application's Help menu.
• Store your original software CDs or diskettes — with their documentation — in a safe place. In many cases, reinstalling the whole application is easier than trying to find a single missing or damaged file.
• If your dial-up connection problem is giving you fits, make sure you have all your account information available, such as your DNS and IP addresses. For e-mail problems, note the names of the inbound and outbound mail servers at your ISP, your e-mail address, login name, and password.
• If you're having a hardware problem, write down the part or model number of the hardware, along with the serial number. Be sure to tell the support person other obvious details about your piece of equipment — for example, whether you're using an external or internal modem.
• Tell the support person if you recently updated your system or if you've installed anything new — even if you think it's not related.
• If possible, call at off-peak times so your time spent on hold is shorter. Many help desks open nationwide 9 a.m. EST, even though it's very early on the West Coast.
• If you're angry and frustrated — and chances are you will be at some point — take a few deep breaths and smile before you pick up the phone. Remember that the tech support person didn't cause your problem, and taking an aggressive attitude will just make it harder for them to help you.
• If your problem persists after talking to one rep, consider calling back and speaking to another. If that fails, ask the support person to escalate your call to a supervisor. You may get connected to someone who has more experience with your particular problem.