How to deal with non-technical tech support

Posted by The Technocrat | Filed under Hardware, Software

BSODD's?Well, it sounds as if my buddy here is having issues with Tech Support, in this case, with BenQ. We’ve all been there, too. It’s not the Tech’s fault, they just want a paycheck, not an unnatural relationship with technology like the rest of us. I look at Tech Support hotlines as mirrors to myself. Chances are they’re not going to actually contribute anything on their own, but they might shine some light on what the actual issue is, so you can fix it yourself!

Here’s my golden rule on getting some use out of Tech Support: Beat them at their own game.

You know the script they’re going to run you through, so run through it before they can. When you’re at the bottom of their checklist page before they can get 2 words out, they will 1.) immediately know you know what you are doing and 2.) not waste your time.

Checklist of your own to read off for them immediately after you tell them the problem:

  1. What the problem is
  2. I’ve already restarted it
  3. I’ve restarted what it’s plugged in to
  4. I’ve already removed and re-installed the software, and restarted
  5. I’ve checked all of my cables
  6. Other applications are able to use [service] fine
  7. I’ve scanned for viruses and spyware with multiple applications
  8. I’ve checked that the application’s settings match the recommended settings in the manual
  9. I am being given the following lights/codes
  10. This problem is repeatable

Any others you can think of?

Comments (7) | April 19th, 2006

7 Responses to “How to deal with non-technical tech support”

  1. AtariBoy Says:
    April 19, 2006 at 1:00 pm

    I love that picture :)

  2. The Technocrat Says:
    April 19, 2006 at 1:21 pm

    heh, the alt text was unavoidable

  3. Zhooibaal Says:
    April 19, 2006 at 1:52 pm

    I have a large version of that pic floating around my harddrive somewhere, probably in my misc subdirectory in my pics directory :P
    It is indeed a nice one :P

    And no, I don’t really have any more additions to that list allthough I must say I’ve been doing it that way for quite some time allready :D

    I should be getting the BenQ service center on the phone some time soon again, maybe even tomorrow. As someone commented on my personal blog on my second last BenQ post, I shall pwn them again :P

  4. Robert Day Says:
    April 19, 2006 at 4:22 pm

    Here it is:
    http://www.tdubel.com/skinit/kuvat/evox/bluescreen.jpg

  5. Robert Day Says:
    April 19, 2006 at 4:25 pm

    By the way, nice article, I always hate it when they try to fog you off!

  6. The Technocrat Says:
    April 20, 2006 at 8:02 am

    That pic’s in quite, er, broad use… :-)

    http://images.google.com/images?svnum=10&hl=en&lr=&safe=off&q=blue+screen+t-shirt&btnG=Search

    I think I need to find less attractive icons… I think people are spacing out and missing the article…

  7. Tim Wood Says:
    March 9, 2010 at 7:55 pm

    Pretty nice post. I encountered your blog and wanted to say your information seems legit. Will keep reading. Thanks.

Leave a Reply