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Many clients call Computer Guys after they have attempted to resolve an issue themselves or with the assistance of a manufacturer's telephone
support. As you may already know, trying to solve your computer
issue yourself or over the telephone can be very frustrating.
When you call a hardware or software
manufacturer, you are likely dealing with a person in a far-off land who is
simply reading from a troubleshooting tree. A troubleshooting tree is
a flowchart that the support technician follows step-by-step in hopes of resolving
your issue. This can be effective, but in many instances it can simply
add to your frustration. It is usually the case that the telephone support person
is not technically savvy or has limited technical knowledge.
There are a number of strategies that will help you avoid the frustrations
and perils of telephone support.
General Rules:
- Reboot the computer or device that is the source of the issue. In
many instances, a reboot will resolve the issue. Unless the issue can
be pinpointed to a specific cause-effect relationship, it may be difficult
for it to be resolved through telephone support.
- Stay calm when you are speaking with the support representative.
Becoming agitated and expressing unproductive frustration to the support
representative will only prolong your telephone call. If you ever feel
that a support representative is unable to assist, ask to speak with a
manager or to elevate the issue to next-level support.
- Do exactly as the support representative suggests. Unless you
are versed in computer troubleshooting, trying other things may further
complicate your issue or worse prolong your telephone call.
- Do NOT follow instructions that involve a recovery disk, formatting
of a hard drive, or if they ask you to edit the registry of your computer.
If it sounds complicated, it probably is and may cause more
difficulty.
When to Call Computer Guys:
- If you are receiving errors associated with a
"Boot Disk", "Operating System Not Found" or
"Blue
Screen of Death" (click for explanation), it is time to
call Computer Guys. These errors are more serious and can
result in data loss if recovery attempts are not made by a professional.
- If you spend more than 30 to 60 minutes on the
telephone or doing it yourself, it is time to call Computer Guys.
If a support representative cannot resolve it (or make significant
progress), then it is unlikely they will be able to regardless of the
time invested. You will reach a point where the waste of your
valuable time is simply not worth the money saved.
- If you are advised to reinstall the operating system, format your
computer, or edit the registry, it is time to call Computer Guys.
While these tasks can be relatively simple for a trained professional, mistakes
in these processes can render your data lost or inaccessible. If
any of the data on your computer is valued, these operations should be
handled by a professional. We will backup your data at your
request prior to working on your computer so that your important files
are not jeopardized.
- If you suspect or have reason to believe your computer has
been hacked or infected with a virus, it is time to call Computer Guys.
Removing malicious software or viruses can be a tricky task.
Sometimes hackers can install keystroke loggers on your computer that
will record each key you type. If you use your computer to do
online banking, access your company network, or other sensitive
function, it is essential that you have your computer inspected by a
trained professional. Computer Guys can determine the effects of
the security breach and provide steps to resolve the issue.
Computer Guys is happy to help in all instances. We are certified,
professional, and capable. If you have any questions about our
services, please call us at 212.414.0321.
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