Sometimes calling tech support is like yelling into an empty cave and waiting for a response. The only difference is that the cave is usually more helpful. Although tech support does serve its purpose most of the time, there are a few ways to deal with the voice on the other end of the line when you feel you’re getting nowhere. Here are three ways to deal with these guys according to the type of problem you have.
1. For Your Computer Issues
It doesn’t matter if it’s a laptop or desktop, PC or Mac, computers are built to break. And, whether it’s a hardware or software issue, tech support never seems to know exactly how to fix the problem.
If you’ve called tech support over a computer issue before only to wait on hold for upwards of an hour just for someone to tell you to restart the device, don’t have a verbal meltdown. A tech support staff member’s first line of defense is always a common sense suggestion that you’ve likely already tried a few times.
It’s inevitable that the first person you talk to is Tier 1 tech support, which just so happens to be the knowledge bottom-feeders. Take a deep breath and kindly state that you’d like to speak with a manager, because they’re usually Tier 2 and above.
2. For Your Wireless Internet Issues
Don’t be surprised if you call tech support because your wireless Internet is out and the Tier 1 support person on the other end suggests searching online for the Wireless Internet FAQs page. It’s rare, but don’t let it get to you.
Yes, FAQs pages are helpful, but only if you have an Internet signal in which to search them. Instead of saying something to tech support you might regret, or in the likely case you’ve already said something that’s made them cry, simply schedule a service call.
Service call technicians directly report to Tier 3 tech support personnel, which means not only are you getting actual hands-on support, but it’s also backed by advanced technical knowledge. Keep in mind that most service calls work on a four-hour block schedule, so the technician will likely show up in the last ten seconds or reschedule for another day within the next decade if you’re lucky.
3. For Your Cable Issues
If you’ve ever been asked to call back another time or stay on hold for the next available representative, then all signs point to cable tech support. Dealing with cable tech support is especially frustrating, considering the support staff feels as though nobody really needs television. So they reason, why can’t the customer just wait for the problem to fix itself?
If your cable is out for more than a day and tech support seems to be scratching their heads, which seems to be part of their training, simply dispute your current monthly charges due to the lack in service. Do this and something amazing will happen: a technician will appear as if by magic.
Try taking a few of the approaches above when tech support is wasting your time, and see if you hear something other than your own voice echoing from the cave. What other methods have you developed for dealing with tech support?