Sooner or later, you’ll need to call tech support to fix something. Maybe one morning you get a blue screen of death or one of those dreaded error messages on your screen. Or maybe you try to turn on your computer and…nothing. Maybe it’s not your computer, but your website is completely down and you need to call a web designer or web hosting company.
I’ve been on both sides of that dreaded call, and here are 7 things you can do to make that tech support call a little less stressful:
1. Don’t panic –
It’s easier when the computer does it for you and you’re staring down the barrel of a deadline. But things will be less stressful. Chances are, the problem isn’t as bad (or expensive) as you think.
2. Investigate the obvious before you call –
One of the first things a technician will do is investigate the obvious causes of problems. Looks like your computer is broken? Or is your computer’s external hard drive turned on? Are all cables from the computer securely connected? Or are you entering your password incorrectly? Or is there a “CAPS lock” key when entering the password? You put them through this drill because the simple things are the problem. So before you pick up the phone, check out some of the obvious causes of the problems.
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3. Be Prepared –
If you have warranties or service contracts, gather all of these materials before you call. This will save you some time if a technician asks for this information. You may also need the serial number for your computer. These are usually on a sticker on the back, bottom, or side of the computer, or they can be found in your computer’s registration documents.
4. Be as specific as possible –
It’s more than just saying, “My computer isn’t working.” Tech support already thinks your computer isn’t working because you won’t just call to say hello. They need to know “how is your computer not working?”. You should be as specific as possible. Your computer won’t start at all? You can turn on your computer but it won’t go past the start screen? Maybe you can get past the start screen but can’t open a certain program? Describe the problem from start to finish; What you were doing when you encountered the problem, what your computer was doing, and if there were any special situations where the problem occurred.
5. Record Error Messages –
Usually when something goes wrong, you will get some kind of error message that will try to tell you what the problem is. If you can’t make out the beginning or end of a message, take the time to write it. This can mean something to the tech person you’re talking to, and it can help diagnose the problem faster.
6. Pay attention to recent changes or events –
Sometimes the cause of your computer problems is something that has changed or happened recently on your computer:
adding new hardware (printer, scanner, hard drive, memory, etc.)
add or remove software
power outages or power surges
service termination supplement
software updates or security patches
Sometimes such changes can cause unexpected problems with other things that are not related to your problems or are not visible. When talking to a technician, report any changes or additions you made before the problems started. They will be able to tell you if these changes are related to your problem.
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7. Keep notes –
Calling the help desk often means being transferred from one person to another on the phone. Remember who you talked to, when you talked to them, and what they did to diagnose the problem. These notes will come in handy if you have to keep calling the help desk or have a repair person fix your computer in person.
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