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We have all had to face a technology problem in the past that forced us to seek technical support. The problem can be spread all over the place, it could be a problem with your printer, computer, or who knows, maybe even your cell phone. When it’s time to try and find technical support, to get the support you want, here are some tips on what to do when submitting technical support requests, or even just doing a quick web search.
Be more specific
This is the main one. If someone comes up to me and says “my computer doesn’t work, how do I fix it?” I couldn’t help them. This request is too generic. It does not have any details. I can already start asking questions like, what is it showing you? When this happened? What were you doing at the time? These are just some of the things you might ask the person requesting my technical support. In fact, you have to tell me what is not working. After getting the answers to these questions, you would still have to ask more, like, what operating system works? How long have you had it? What OEM made the computer? Of course, if you are using more than just a computer trying to get technical support, adjust the questions you will need to answer in your application to fit that piece of technology. Another good thing to include here would be the specs. of the computer. Tech support will want to know things like what the computer’s CPU is and how much RAM it has. These are all important in case maybe someone else had the same problem with the same RAM company or something. If someone had the same problem, it will be much quicker for technical support to resolve it.
Include model numbers in your request for technical assistance
This can help tech support a lot if they can get the model number of the computer, printer, etc. for which you are trying to obtain technical assistance. In fact, if you include this, they may not even need to ask for the computer’s specs. They will be able to research your model number and find all that and more about the computer. This is also a very useful thing to use when looking for technical support on Google or other search engines. You can get help or advice from people who know your technology exactly and who may have encountered this problem in the past and learned how to fix it.
Don’t be afraid to write a little
If you’re posting your request on a question and answer site or support forum, for example, don’t be afraid to write a good paragraph or two about what exactly is going on with this particular technology that you need support for. If the site has good people, they will read it and be able to give you much better support because they really know at least what is going on.
Include screenshots or video
If possible, try to include screenshots or images with your requests. If the error has a sequence, you might even try uploading a video on YouTube so people can see what’s going on. A visual can always help people know so they don’t have to create their own visual in their head. If necessary, don’t be afraid to use a camera and just snap a screen shot if you can’t get a screenshot. The quality obviously won’t be that great if you go this route, but at least you have a picture for those trying to help you with tech support.
Generally the main idea here is detail, detail and you guessed it, more detail! If you can understand this idea, you are on your way to submitting better support requests that will get you the answers you need faster. After all, everyone wants the problem fixed, now! I really think that following these tips can get you closer to that. One more thing though, if you can get phone support, do it! That is a very good thing! Telephone support allows you to explain, using the power of your voice, in real time. So if that’s an option, use it! Do you have any tips? Leave them as a comment!