If you are having trouble with a device, try going to the manufacturer’s website and then to the troubleshooting/support section. You may be able to find the information you need there to solve the problem yourself. If a manufacture is aware of a problem with their product, they may post information about the issue on their website.
Check the warranty status before placing the phone call. You can find the warranty information on the product itself or in the documentation that came with the product. Most manufacturers have a warranty lookup tool on their site.
If you do need to call for support, log all of the details about the call. The date and time you placed the call, the phone number you used, the name and ID number of the person you talked to, what troubleshooting steps were taken during the call, any phone numbers or addresses you may need if you are returning the product, case or ticket numbers and anything else of relevance. If you are sending the product back for replacement or repair log all of the information related to the return such as what shipper will be used, who pays for shipping, how should the product be packaged for shipping, what items should be included in the shipment and how long the expected turn over time will be. Ask for a tracking number so that you can track the shipment online.
If you are calling for technical support for a product have the serial number, product number and the make and model number ready. If you have the receipt for the product have that on hand as well. The receipt will show the place of purchase, date of purchase and the cost.
If you are calling for technical support for a computer, laptop, tablet, phone, printer or other electronic device, be sure you have the device in front of you. When you call for support, the technician will most likely walk you through troubleshooting steps over the phone. Tell them about any error messages you have received.
Know what operating system and what version of the operating system you are using if applicable. If you are calling about a specific program know the name and version number of the program. Tell them when the problem started and what troubleshooting steps you may have already taken.
It is easy to become frustrated when calling for support but be polite. Generally, if you are kind the person you are speaking with will be more willing to help. If you don’t get the answers you need ask to be transferred to a supervisor or the next level of support.
The Tech Minimalist 