Apr 03 2010
Calling tech support? 14 steps to take
Before you call tech support:
If you’re calling technical support for help, there are 14 basic items of information you need to know or do before you call. I suggest writing down the first four items now while everything is working. The remaining items can be listed for the immediate issue.
- Desktop/laptop model name and number
- Operating system and version number
- Any firewall or antivirus applications that are installed
- Any non-standard applications or settings you’re using
- Always write down the exact error message.
- Make notes about what you were attempting to do at the time of the error or problem.
- Also make a note about what other applications were open at the time.
- Make a note of any software applications or updates that have been installed recently.
- Also make a note of any changes to system settings.
- Check all cables and power cords.
- If the system is still bootable, turn off the desktop/laptop, wait a few minutes and turn it back on. If you are able to reboot, do not call tech support until you have rebooted.
- Log in. Somtimes your problem will be resolved at this point.
- If you still have a problem, write down the date of your last backup and make the call to tech support.
- Be at your computer when you call for help so you can follow support instructions. If you can log into your system, the technician may want to access your computer remotely to facilitate helping you.
