Do You Get Free Technical Support When You Buy a Computer or Software?

Technical support packages can vary a lot, depending on what you're buying and where you buy it. In most cases, a hardware or software manufacturer will do whatever they can to solve your problem while avoiding an expensive, time-consuming tech support call.

Many new computers include at least one year of free phone-based hardware support; if you want to extend the support period, you can buy a supplemental service agreement. Software support packages often follow the same pattern, giving free phone support for a limited period and then charging for additional service.

As vendors face lower prices and tighter margins, however, they're looking for alternatives to traditional phone-based support. Companies now offer a variety of tech support options through their Web sites, including chat- and e-mail-based support, online document libraries, software downloads, and interactive support tools that guide customers through common tech support problems and possible solutions. These services are often free even after a customer's warranty has expired, since the idea is to guide customers away from expensive support calls and towards lower-cost solutions.

If you buy a so-called cheap PC, read the fine print: Some budget systems don't include free technical support as part of the warranty. If you call a manufacturer for nonwarranty support, be prepared to pay by the minute; some companies will bill a customer's credit card for as much as $2 per minute for phone-based tech support. At those prices, even a few support calls can cost hundreds of dollars.

As vendors pare down their technical support options, third-party Web sites and support services are filling the gaps. Many of these services are free, relying on advertising or e-commerce partnerships to generate revenue. Others charge a nominal fee and use their technical expertise and economy of scale to turn a profit. In some cases, these services provide better support and more accurate information than the vendors themselves. Before you pay for phone-based support, check out these services; they might provide a much cheaper, equally effective alternative.