Here are some excellent tips to help you the next time you need to call Technical Support for your computer, sent in by a community member who works for Dell XPS Premium Support.
- Be Patient. As technical support agents, we have a wealth of information sitting at our fingertips. But before we can access the information, we have to pull up your account info, verify authorization to work on the computer, check the warranty status, document the case, and get a multitude of information from you before we can actually fix your problem. Be patient while the agent is trying to keep track of five different things while keeping you happy.
- Be Cooperative. I wish the easy button was real, but it’s not. And while some problems can be fixed in three or less clicks of the mouse, you might have to get your hands dirty, and your fingers callused. If you are expecting someone else to do all the work for you, go to the Geek Squad. We do the best we can do over the phone, so work with us as we work with you.
- Be Ready. If you call Technical Support, you likely have a problem. Saying “my computer doesn’t work” is not helping anybody. Be ready with the serial number on your machine (like Dell’s “Service Tag”), any error codes you might have, and as much information as you can gather regarding the problem, like what programs are running, under what circumstances the problem occurs, and what operating system you have. Being ready also involves being at your computer. Don’t call if you aren’t at your computer, ready to troubleshoot.
- Be Time-Conscious. Your problem, no matter how small it seems to you, may take a long time to fix. So if you have to pick up the kids from school in 15 minutes, call after you get back. If you are expecting a phone call from your mother, call Technical Support after you have talked to your mother. And if you have a time frame, let us know so that we have our expectations set as well.
- Be Patient. I can’t stress this enough. That’s why it’s the first and last. Alpha and omega.