Coping with Internet Technical Support
Created | Updated Jul 25, 2002
So, you’ve got a problem with your home Internet set-up. You’ve re-booted and re-tried several times to no avail and it’s time to call the hideously expensive Technical Support line. The technician you will be talking to will have handled thousands of calls dealing with every problem imaginable, so they will be able to help if you follow these basic rules:
1. Know your computer
Your technician will need to know a little about your system. For Microsoft products this can all be found by right clicking “My Computer” and selecting “properties”. What version of the problem-generating software used is equally vital and can normally be discerned in the “About” option of the “help” menu.
2. Get the details
Most problems generate an error message. Make a detailed note of it. Saying “I’m getting error 0x800ccc0F in Outlook Express Version 5” is a little more informative than “I can’t get my email”. The better the detail the quicker the fix and the cheaper the phone bill.
3. Be nice
Never be rude to your technician. They’re not allowed to be rude back so it’s unfair.
4. Be attentive
Always do EXACTLY what the technician tells you. Following instructions “in your own way” will not work.
5. Be reasonable
First line technicians are pretty much the lowest link in the ISP food chain. They cannot increase the ISP’s bandwidth or install more modems and they don’t have Bill Gates’ telephone number so don’t ask.
Conclusion
At best, failure to adhere to these rules will result in being stuck with the same problem plus a hefty phone bill. Rudeness to your technician could result in your email address being used to subscribe to countless e-zines, newsgroups and the like so you’ll spend hours everyday downloading junk mail. Extreme rudeness will cause your account to be deleted. Super offensiveness could lead to the technician talking through a “fix” which results in your computer never working again. Ever. And your account deleted.
1. Know your computer
Your technician will need to know a little about your system. For Microsoft products this can all be found by right clicking “My Computer” and selecting “properties”. What version of the problem-generating software used is equally vital and can normally be discerned in the “About” option of the “help” menu.
2. Get the details
Most problems generate an error message. Make a detailed note of it. Saying “I’m getting error 0x800ccc0F in Outlook Express Version 5” is a little more informative than “I can’t get my email”. The better the detail the quicker the fix and the cheaper the phone bill.
3. Be nice
Never be rude to your technician. They’re not allowed to be rude back so it’s unfair.
4. Be attentive
Always do EXACTLY what the technician tells you. Following instructions “in your own way” will not work.
5. Be reasonable
First line technicians are pretty much the lowest link in the ISP food chain. They cannot increase the ISP’s bandwidth or install more modems and they don’t have Bill Gates’ telephone number so don’t ask.
Conclusion
At best, failure to adhere to these rules will result in being stuck with the same problem plus a hefty phone bill. Rudeness to your technician could result in your email address being used to subscribe to countless e-zines, newsgroups and the like so you’ll spend hours everyday downloading junk mail. Extreme rudeness will cause your account to be deleted. Super offensiveness could lead to the technician talking through a “fix” which results in your computer never working again. Ever. And your account deleted.
