How to Make the Most of a Tech Support Call

Contributor

By Alexia Petrakos
eHow Contributing Writer

Make the Most of a Tech Support Call

Computers are frustrating when they don't work. We all have emails to answer, work to do, websites to surf. If the computer's down, life sometimes grinds to a halt. Calling tech support for help, asking a friend to fix your computer, or just explaining your problem to someone else is even more frustrating than a broken-down computer.

Contrary to popular belief, computer techs can't read minds and need the most information they can get about computer problems before they can begin to propose a solution.

Here is how to get the best results from your call.

Difficulty: Easy

Instructions

Things You'll Need:

Misbehaving Computer
Notepad
Pen

Step 1

Make sure you know the make and model of your computer. If you're calling the manufacturer this can be vital information. Manufacturers, for example, include Acer, Dell, Apple and Toshiba (among others).

Model designations are comprised of numbers or even names. For example: Apple MacBook Pro or Dell Inspiron 1525.
Step 2

Write down the serial number of your computer just in case it's still under warranty. If you still have the original packaging, the number should be there. If not, check on the side, back or underneath your computer for the serial number. Only use this information if you're calling the manufacturer direct.
Step 3

Find the version and version number of the Operating System on your computer. If your computer still turns on and you're able to launch programs, you can find this information easily, and make sure to write it down.

On Windows Operating Systems, right-click "My Computer" and select the "Properties" option.

On Apple computers, click the Apple Logo on the upper right-hand corner and select "About This Mac."

If you can't get into the Operating System, find the last disk you used or the system software that came with your computer.
Step 4

Describe your problem thoroughly on paper. What does your computer do when you push the "On" button? Can you open programs? What programs are acting funny? What were you doing when your computer started acting up? Did you install any new programs? Are you using antivirus software? Be as thorough as you can.
Step 5

Call up your friendly computer tech, get on your favorite support website or email the manufacturer's tech support department and calmly tell them each piece of information in this article. Your tech will be able to help you get to the root of the problem faster if all this information is at their disposal.

Comments

showpup said

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on 5/30/2008 Great information and good resources listed as well.

alexiapetrakos said

on 2/21/2008 Good one, Michigan - definitely get their name and extension.

Michigan48111 said

on 2/18/2008 Always get the Tech Supports first and last name and their extension number. That way, if you stillhave problems you can go back to the same person. Also, the tech support people read from a script that they have in front of them. I also do'nt like it when you are talking to them and they cant speake english very well and you dont understand what they are saying.