We are proud of our tech support. It's what has kept us around for decades. We respect the fact that you do not work on this stuff every day like we do, so naturally we're going to know a thing or two above and beyond.
Our customers range from zero knowledge to a deep understanding of the inner workings of their computer. We adjust our support techniques as needed. Some customers are geniuses at the one thing they do such as publishing, engineering, accounting, etc. They know far more than us about the operation of the program(s) they use every day. We have a greater understanding of "under the hood" type stuff.
However, it eventually happens to everyone, including us - you have to get the factory involved, be it software or hardware. To be blunt, it can be a very painful process. We have to do it once or twice a year, which is once or twice too much.
Rule No. 1
You might think that you can look up the company tech support number by simply searching for it. Chances are high that the number(s) showing in your search results are scammers. They will say there are part of XYZ company, but they're lying. The best way to get a tech support number is going to their respective website and searching for the next two hours trying to get ahold of a human being.
Exaggerate? I think not.
Important things to know
- Set aside several hours of your day with an appropriate beverage handy.
- Get your problem down on paper in a very succinct form. Do not be wordy or try to have a casual chit-chat. They don't care
- Examples might include
- When I go to my email, I can't log in. Full Stop.
- When I start - program name -, it gives me an error.
- Can't get to my email or websites.
- You might want to feel the need to explain what you did so far. Don't bother. Their tech support is following a script and will not deviate from it. Just keeping answering questions the best you can and grind through it.
- Examples might include
- Make sure no one interrupts you. Once you get ahold of a human being, you don't want to lose that call. Lock all doors if you must. No matter what happens in the outside world, ignore it. Explosions, hurricane, earthquake, tornado. Stay focused.
- If there is an error message of some sort, make note of it. Any numbers that might give a clue where the problem is might be helpful.
- The number one goal of all vendors and manufacturers is to blame something or someone else in order to get you off the phone.
- They may want to log into your computer remotely. Legitimate companies are no problem. Scammers are a big problem.
- Never pay anything for the service until the issue is resolved. And even then, be suspicious.
- Never access your banking information for any reason, especially when logged in. If they tell you to do such a thing, hang up. It's a scammer.
If that should fail, you I've scared you enough, maybe give is a call or email and we'll see what we can do first.