Make it count -- getting the most out of Technical Support teams
So there you are -- the proud new owner of that fabulous must-have new computer thingamabob. The only problem is that it is not working as advertised. You now are faced with the task of conveying your issue to the company's Technical Support organization. The more relevant information you provide, the faster the resolution may come.
Here's a list of Do's and Don'ts which may help you when filing your request for help:
DO:
- Your research and see what type of customer support is offered
- Email (if available) is usually the best way to go
- Email provides an electronic record, and ensures that you control what is reported
- Phone calls can be good as well, but you run the risk of incomplete or incorrect information being conveyed
- Gather as much information about the issue as possible
- Copy down any errors or codes which may be generated
- Be sure to include information about what you were doing when the problem occurred.
- Use any electronic forms or templates provided by the vendor
- This is the company's way of gathering basic information to begin the resolution process
- Be sure to fill it out as completely as possible
- Be patient
- Most electronic support submissions will generate an auto-reply, which will verify that you are in the system
- Give the support people a few days to resolve the issue (and appreciate those times when you do get an issue resolved in minutes rather than days!).
If you are detailed in your information and cooperative, you will find that most issues can be resolved quickly and easily.
DON'T:
- Send incomplete or incoherent requests
- "My software doesn't work" is not going to be enough to even begin the process
- Over fill the request with non-essential information
- Most tech support reps are looking for specific information
- They may ask about your motherboard's memory capacity, or whatever they deem necessary to help
- Keep it simple and to the point
- Send what you feel they need to help you
- Most times, the rep will know exactly what they need
- Sending them anything else instead will simply slow the process down
- Expect a resolution in real time
- Most support reps juggle literally hundreds of requests a month, so be patient - it may take a little time.
Go into the process with a cooperative attitude, and chances are you'll get the help you need from most vendors.
