How to get help quick and easily from a Computer help desk ?
By visuss
@visuss (30)
India
April 23, 2007 1:38am CST
I have been troubleshooting computer issues for past 10 years and have come up with different customers. I know how hard it is to get a help from a manufacturer when we or they don't have enough information to fix the issue.
Now do you think thats really difficult.
Your computer under warranty ? You scared not to make the situation worse ? Are you being circled at help desk center ? Do you have to contact them repeatedly to fix issues ?
You might be able to avoid such situation in future. How ? lets see what and how to collect some basic information before getting in touch with help desk.
Info 1. Carefully identify when and what exactly triggers the issue. Assume that you have error popup, check what event exactly triggers it and when it exactly happens. At times, you would be required to work with your computer checking out applications until the error actually shows up. Most importantly the place where the error occurs. Does it occur even before Windows logo shows up ? Does it occur after the desktop shows up ? Have this information.
Info 2. Note down the information displayed on the error window. If the error message is too long and shows junk of numbers, you need not note down all. Check the description of the error alone.
Info 3. Try remember any modifications you have done to computer prior to error and note it down.
Info 4. Find the computer serial, model and make information. Usually this should be available on a sticker stuck to the computer cabinet. The issue you experience might be a known one with this model for which a fix might be available with manufacturer. Also serial number of your computer is needed to lookup warranty information.
Info 5. Know your Windows version and the application version where you have this issue. The windows version will be displayed at the splash screen when you boot windows. You can find out application version by accessing Help Menu About option.
Info 6. Have your computer and the CDs that you got along with your computer with you when you contact help desk.
Info 7. Have empty floppies and CDs ready if in case you need to download any fixes from the Internet.
Info 8. Backup any important files you may have before starting with troubleshooting.
Info 9. Get a service request number or options to get back to the help desk executive if they promise to mail you solution later.
Info 10. If you have to get in touch with Help desk multiples to fix the issues. Clearly explain what things you have tried so far.
Info 11. Always ask to mail the instructions if you have to try this at a later time. Try know the risks associated with this instructions.
Hope this should reduce the time you might be with help desk to fix the issue
1 response
@yasaran (788)
• India
25 Apr 07
Well that's a nice lot of info for effective communication with an intelligent customer care person. But how many times do you get the same customer care person. The second time you call, you will be talking to a totally different person, and obviously you have to repeat the whole story to the new person. Well, Have read a few dumb jokes on customer care problems where the customer is dumb, but in real life somehow I feel that user is the most affected.
