On May 21st, the folks at Google decided to celebrate the little yellow dude’s anniversary in a very big way: by embedding a playable Google Doodle. The Doodle allowed you to play Pac-Man to your heart’s content throughout the day. It was such a hit that the game remains playable on Google.

One woman wasn’t quite as amused by the tribute as we were. Apparently, she had trouble studying because the game kept playing itself in the background. The sounds were distracting her to the point that she called tech support – either from her ISP or computer manufacturer.

It’s a good thing the tech person on the phone was well aware of the Google celebration. I cannot imagine the hilarity that would have ensued if he didn’t know anything about it. When you hear the silences on his end, you can’t help but wonder if he was busy gobbling up monsters himself.

Pac-Man Tech Support

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This is a Sponsored Post written by me on behalf of GoToAssist. All opinions are 100% mine.

It’s super simple to help someone with their computer issues remotely. What happens, though, if you’re in the middle of a tech support session using GoToAssist Express, and you can’t solve the problem they’re having? Do you charge for the time you have already put in?

Unless this issue was addressed in a written contract, then no – you shouldn’t charge the customer for that time. Why not, you ask? That user is going to trust you to fix their problems. Let’s say you believed you could fix their problem remotely. It’s a matter of good faith, trust and their belief in your ability to solve what ails their computer. Even if you’re an hour or two into the issue, and there’s seemingly no way out, it’s not something you should charge them for.

As a professional, it’s your job to have the answers. If you don’t, then you need to make your best effort to find them. If you’re an hour into a job and you’re stumped, step away and do some research, or call on a trusted colleague. It’s okay to admit you don’t know the solution. The person on the other end will respect you far more for admitting you don’t know everything than they would if you tried to flub your way through.

It’s okay for you to say the problem can’t be solved. But it’s not okay for you to bill the client for that time. It’s not fair, unless the client has agreed in writing ahead of time that this was acceptable. How would you feel if you took your car to a mechanic. The mechanic tells you that they have no idea what is wrong or what it will take to fix the car, but they give you a dollar amount to get the job done anyway? You would be furious!

Ethically speaking, unless you’ve defined how a procedure would go and how much time you would spend on it (in addition to the cost), it’s best to admit you don’t know. Either step away, admitting you cannot fix it, or suggest an alternative. Let them know you can give up, do additional research, or give them a referral to someone else. Don’t just try to get money from them and leave them hanging.

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Tech Support Ethics Question

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This is a Sponsored Post written by me on behalf of GoToAssist. All opinions are 100% mine.

If you are a computer tech who works via remote desktop connection, chances are you’re using GoToAssist Express. No matter how smart you are or how long you’ve been working with computers, you don’t know it all. Others, however, may know things that you don’t. This is where GTA Express can really come in handy. The program happens to have a Transfer feature, allowing you to quickly (and easily) hand the connection – and the problem – over to a colleague.

Once I’ve enabled this particular feature through my Account Manager, I can set up the Transfer function inside the software. After that has been done, I only have to click a single button to transfer a remote session to another person. There’s no need to disconnect the session, nor to put the customer “on hold”. It will happen instantaneously.

You don’t even have to be working at the same company or location as your colleague. You both need to be running GoToAssist Express. The other tech can be located halfway around the World, and using a different operating system than you OR the customer.

GoToAssist Express is an amazing and powerful tool. The software will help you grow your business, by saving you both time and money.

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How to Transfer a Tech Support Desktop Sharing Session

Why is it next to impossible to give tech support to your parents, even if you’re using remote viewing software? :) Love ‘em, but…

MikeQuinn: Hey, I am working on a project for a company called CentraStage they hope to make the remote support for parents a bit easier

about 22 hours ago

Thu Feb 12 13:44:33 +0000 2009

mgwolf13: My parents wait for our visit to cram 1 yr of tech support into our visit. I'm a gadget & sw geek and husband is microsoft.

about 22 hours ago

Thu Feb 12 13:13:55 +0000 2009

hdunnett: @chrispirillo: Helping parents with IT challenges. Got that T'shirt!

about a day ago

Thu Feb 12 09:02:02 +0000 2009

techcom: I rememeber years ago trying to coach my Grandma over the phone to use a mouse; she held it up to the screen!

about a day ago

Thu Feb 12 07:35:57 +0000 2009

electronicmusic: there is a biz model a parental tech support ….

about a day ago

Thu Feb 12 06:07:19 +0000 2009

dev_random: generatinal divide to the digital power

about a day ago

Thu Feb 12 05:10:16 +0000 2009

sufferfest: cuz they do stupid shit. My dad trashed his entire applications folder. Why? He couldn't tell me…

about a day ago

Thu Feb 12 05:10:14 +0000 2009

kevinlcc: for my parents, it's not so much support as “Hi, we have a problem, please fix it while we watch tv.”

about a day ago

Thu Feb 12 05:08:06 +0000 2009

djbruce: because they just don't get it. i got my mom on google chat and that took 2 days.

about a day ago

Thu Feb 12 05:06:05 +0000 2009

DonRoberts: It's not impossible, but I find being Tech Support for my remote family members requires the patience of a saint…

about a day ago

Thu Feb 12 05:00:46 +0000 2009

The_Creeper: Same story here, so I tend to just fix whatever needs it for 'em instead of trying to talk them through it =P

about a day ago

Thu Feb 12 04:58:58 +0000 2009

stephenfisher: Oh man. I hear you. The problem is so many companies give realy bad support and we're often the better option.

about a day ago

Thu Feb 12 04:56:04 +0000 2009

PassTheBoll: Giving tech support to them period is impossible,actually.

about a day ago

Thu Feb 12 04:52:47 +0000 2009

whatmakesexpert: @CaliLewis @Pistachio @ijustine So, Tell us.. What Makes YOU an Expert? in 140 characters or less..

about a day ago

Thu Feb 12 04:50:49 +0000 2009

susiehk: Too true! RT: @chrispirillo: Why is it next to impossible to give tech support to your parents, even if you're using remote viewing software

about a day ago

Thu Feb 12 04:50:30 +0000 2009

RelevantMom: I hear a fair amount of sighing and colorful language when my husband has to perform this service.My que to head for the hills

about a day ago

Thu Feb 12 04:44:38 +0000 2009

TreyRust: I KNOW!!

about a day ago

Thu Feb 12 04:43:46 +0000 2009

Obscura: A few years back I suggested my parents go to the local small town computer store and hire a geek to come out and fix things.

about a day ago

Thu Feb 12 04:43:08 +0000 2009

EdibleApple: no kidding! I think parents in general are the only people who use a quintuple click when trying to open something

about a day ago

Thu Feb 12 04:42:38 +0000 2009

anthonyryan: HA! Been there far too much. Parents won't ever understand our generation apparently

about a day ago

Thu Feb 12 04:41:59 +0000 2009

alfredtwo: No kidding! Doing tech support for my Dad remotely has me looking to buy a plane ticket to do it in person.

about a day ago

Thu Feb 12 04:41:38 +0000 2009

rajtilak: I believe that parents are born technologically challanged. They don't acquire it, it's their birthright.

about a day ago

Thu Feb 12 04:41:37 +0000 2009

tamegoeswild: with you on that. I usually have to pop a few blood pressure pills afterwards.

about a day ago

Thu Feb 12 04:41:30 +0000 2009

IrrationalArt: do you know a mac app that works like Afloat (window transparency) only for non Cocoa applications?

about a day ago

Thu Feb 12 04:40:59 +0000 2009

ZoliErdos: C'mon. I can't do it in the same room:-(

about a day ago

Thu Feb 12 04:40:54 +0000 2009

simpso1ja: Funny you would say that. Just last night, I shut down remote desktop app and port on mom's machine. Local support only…

about a day ago

Thu Feb 12 04:40:53 +0000 2009

JasonLandals: It's even worse when my mom calls me at work for tech support. I work corporate IT and she gets the work version of her son…

about a day ago

Thu Feb 12 04:40:33 +0000 2009

charlyjl: the term Patience takes on new meaning when helping parents (and siblings) with tech problems.

about a day ago

Thu Feb 12 04:40:02 +0000 2009

wmcleanw: I've been there.

about a day ago

Thu Feb 12 04:39:50 +0000 2009

divinjohn: second that!

about a day ago

Thu Feb 12 04:39:45 +0000 2009

alliecine: lol it will never be easy

about a day ago

Thu Feb 12 04:39:35 +0000 2009

chrispowell: that is why i am glad that my dad is a geek

about a day ago

Thu Feb 12 04:39:04 +0000 2009

Tech Support to Parents

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I never thought I’d say this again – but I’m looking forward to the next version of Windows. In playing with Windows 7, I’ve discovered features that will prove very useful. You’ll definitely fall in love with this particular feature. The Problem Steps Recorder will come in quite handy and be something you’ll wonder how you ever lived without.

If you’ve ever been trying to do tech support to other users via the Internet or telephone, you know how difficult it can be. You may feel like you’re going crazy, trying to make them able to clearly define and describe the problems. Most of the time, it’s not the user’s fault – it’s just not easy to put the problems into words. The Problem Steps Recorder will change all of that.

The tool is an easy-to-use (yet advanced!) variation of screen capturing software. It’s almost like a print screen, of sorts. It has this little advantage of documenting all of the mouse clicks and key strokes that are being done. It grabs all of the technical mumbo jumbo, and ties it all together into a nice little report for you, the tech person, to read.

Ahhh, the report. The reports are amazing! It is actually an XML page which shows each step of the user’s actions, including screenshots with those items highlighted! You can look at the report “as is”, or in a slideshow. Heck, if you’re feeling really frisky, you can dig into the XML to look at every fine detail!

I just… can’t say enough about this feature. It’s practical. It’s useful. It’s easy to use. It’s about time! Kudos to the dev team at Microsoft. This is a definite win!

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Windows 7: Problem Steps Recorder

This is Gord’s submission for the HP Magic Giveaway. Feel free to leave comments for this article as you see fit – your feedback is certainly welcomed! If you’d like to submit your own how-to, what-is, or top-five list, you can send it to me. Views and opinions of this writer are not necessarily my own:

Have you ever worked in Tech Support? I have for the past 7 years. Now, I know that the highest suicide rate for a profession is air traffic controllers. I’m not so sure they took into account those of us who work the trenches of tech support every day. There is quite often someone on the line who makes me ask my co-worker if they managed to get a gun past security so they can shoot me. What’s so bad about working in tech support? Just a few simple things to keep in mind next time you call…

1. Yelling gets you nowhere. We know you are frustrated, we know you are having a problem. Why else would you be calling? I can’t recall a customer ever calling in just to tell me “everything is working fine, just though I’d call and let you know.” We are there to help you. It’s much easier to help you if we can communicate in an adult manner. Oh and when you yell we just mute the microphone and mock you to our coworkers or start cussing.
2. Read the warranty. You’re not getting a new product because you’re having your first problem ever. You’re not getting your money back when you’ve had the product for 6 months and have now decided you don’t like it. The warranties cover defects in manufacturing and workmanship. They do not cover your frustration of how much time you’ve spent on the phone with us or how many times you’ve called in for support. Stop asking for the ridiculous to happen.
3. It’s tech support, not computers 101. We are NOT there to teach you how to use your product. Having a problem with a mail merge? Don’t know how to burn a CD? Unsure of how to add an attachment in your email? Well you know what? TOO BAD! We are there to make sure you product is in working condition. If you don’t know how to do something, check the help file, take a course, google it or ask your 12 year-old nephew.
4. Did you write down the error message? So you’re calling for some help because you received an error message on your screen. Great that will help us find a resolution to your problem faster. When we ask what the error message says, “I don’t know” is not the correct answer. For the love of all that’s good, write down the message. Better yet call us with the message on your screen, when it happens.
5. Be in front of your computer. Now this is the biggest one of them all. You want help. Be in front of your product or at least within a reasonable walking distance of it. No one can help you when you’re at work or on vacation and your product is at home. Tech support is a two-way street, yes we can help but we need your participation. There is no magic way for us to access your product. There is not a hidden button that we can press to fix the problem. Odds are the resolution to your problem is more than “turn it off and turn it back on.” Be in front of the computer. Is that too much to ask?

So want to make someone’s day go a little better? Next time you call in for tech support keep these things in mind. If you do, the person on the other end may sound a little less frustrated. We want to help you, that’s why we are in the business. Please help us help you.

Things to Remember When Calling Tech Support

I received this email from “Helen” earlier today, and I wasn’t really sure where to being dispensing advice – since it seems she’s starting at ground zero. It was a bit overwhelming, so I thought you might be able to pick your favorite question(s) from her list and answer with your own opinion(s). You should know that the original message came in ALL CAPS, so I had to do some converting to make this more presentable:

Chris, I am emailing you because I happened to run across your website as I was doing some research and trying to get some current information on what the best video equipment to buy is, if you want to do a web show via youtube, webcasting or even to incorporate a video window and video show on my website, if I had a website. LOL! I am a pretty smart gal, but the problem is I am not computer savvy or technologically advanced at all! I have pretty much no idea what I’m doing on a PC. I simply roll the dice every time I turn this beast on and hope nothing goes wrong or I don’t click the wrong button and everything goes haywire.

To add insult to injury, I am deaf, so this makes it especially hard when I’m trying to communicate with someone in person. I am 46 years old and was actually born with perfect hearing, and had perfect hearing throughout my entire life until 2001. I went completely deaf in 2001 after unknowingly taking a medication which had been given to me by my doctor. I am able speak really good because losing my hearing did not in any way affect my speech. I just can’t hear. I lost my hearing about 7 years ago. I was 39 years old when I lost my hearing, so I could hear fantastic up until that time. Let’s put it this way. If your doctor ever wants to put you on a medication, make for darn sure you know exactly what the side-effects are, because it could cost you something very precious in your life. When this happened, I didn’t just lose my hearing, I lost everything that was most important to me in my life. So be very careful what you put into your mouth.

I can communicate perfect while I’m online because it’s all done by typing and keystrokes. I also manage pretty well when I’m on the telephone also, because I have a TTY machine, along with the assistance of a tyy operator, who does all the translating for me. The tyy operator tells me everything the other person is saying, and then it is displayed on a small monitor on my TTY machine.

One of my dreams is to actually find someone who has invented voice regognition software that I can easily install in 2 small laptops, so I can communicate directly with people in person. All the other person has to do is speak/talk into one laptop, then it automatically reads/diplays out on the other laptop’s montior, much the same way a TTY machine does – minus the TTY operator! LOL! I live in a completely isolated world, never really genuine part of, or belonging to/in the deaf world or the hearing world. It’s a very lonely existence, and if I could remedy that in some small, but very effective way, it would change my entire world; my direction; my options; my ability; and my purpose in life. It would restore 95% of the life I once knew, minus the music I loved.

It’s pretty much impossible for someone like me to become self educated on PCs, the web, browers, tech instructions or support, and everything else that is going in the computer world, because you must be able to hear what they are talking about or explaining. I really feel left out and unable to enjoy all this great, new, advanced technology now availbale when I can’t even hear anything. There are no computer deaf schools, so I am basically on my own. Everything I have found out so far, I have done so on my own. They say PCs are now so simple for everyone to use that a five year-old can operate one. They claim all you have to do is turn it on and click! Yes, it’s pretty easy… until you experience your first pc problem. Then something that was supposed to be so easy, becomes really complicated, really fast! LOL! I’ve had many problems come up where my PC would freeze, my processor would stop working, my printer spooler quit on me, my index file went missing all of a sudden after I uninstalled a program, continual error messages, unlimited problems with aol interent service, PC running super slow, problems getting a connection on line, and many other types of problems. I’ve had to buy five different PCs in the past two years because I could not fix the problems, and of course the problems did not crop up until after the warranty lapsed. I think these PC companies rig their machines to start having problems after the warranty period is expired, because this has happened to every single PC I’ve owned. And once it starts having problems, it goes from bad to worse, and of course I don’t have anyone around to help me fix whatever the problems are.

You seem to be very PC savvy, techincally advanced, very educated and well informed, and that is why I am contacting you in the hope that you can, and will help me. There are things that I long to accomplish and do on the computer, but I do not even have a basic understanding or how it all works, and what is what. I know very little about PCs; Just enough to get by. I really want to be as computer smart and advanced as you.

Can you recommend where or how I should start?

I would also love to have a little political talk show to discuss politics and news – something I’m very, very good at.

Anyway, if you would be kind enough to help me just a little bit, to become a better educated member if the computer world, I would deeply appreciate it. And if you could give me some information on what the best video equipment, camera equipment, lighting, sound, etc, is that I should buy to go on youtube, I would also appreciate it. I want set up a little studio and go on youtube, but I have no idea what the best video/camera equpiment, lighting or sound equipment, extra computer equipemnt, software, etc., Is, or where to get it. I also have no idea how to get on youtube or facebook either.

I am so computer ignorant, that I don’t even know what the difference is between a web browser, java script, firefox, adobe flash, and an internet provider?? I can’t even get some type of my own files, or files i’ve downloaded from the internet or other sources to open because a message window will pop up and tell me I don’t have a compatiable program to open it. I have no idea what that means or how to recify or resolve the problem. I am on aol, so isn’t aol my web browser??

You see, I told you, I am computer illiterate. LOL!

I know that you must be extremely popular and exteremly busy, but any bit of time, recommendations, referrals, or help you could give me, would be extremely appreciated.

These are just a few of the things on my wish list, which I would like to know; Know how to do; And would like to accomplish on my pc, such as:

1. Learning how to properly use, operate, and trouble-shoot my pc, browsers, software, hard drives, etc., Including all the definitions, meanings, and terminologies relating to and about computers.

2. Learning how to build or install, and operate my own website, and who I need to contact to get on the “WWW”? Who’s in charge and oversee’s the entire “WWW”?

3. I would like to know what I need to do and what I need to buy, in order to do webcasting, and what equipment I would need to buy for webcasting? Who do I contact to get a channel on the internet?

4. Learn how to establish an eBay, YouTube, Facebook, and a Twitter account. Once I have these accounts, I would like to learn how to install their programs and properly operate them.

5. I would like to know what the best computers, monitors, keyboards, accessories, video add-ons, software, security, ISPs, etc., are, and where to buy them.

6. I would like to know what the best software is and who the best software companies are, if someone wants to air thier own show on YouTube and webcasting? I would also like to know what equipement is need for that, where to buy it, and how to operate it?

7. What are really good, high tech websites for staying up-to-date on all current computer issues and Internet news?

Chris, I don’t know what a server, Web browser, processor, or anything else is, in a computer, or how it all works together. I don’t even know how to text message from a computer or do much of anything using my PC. How do you get people’s text addresses if you want to send them a message?

In closing, I want to thank you for your time and any help, recommendations, and suggestions you can offer me, and looking forward to hearing from soon.

PC Questions and Answers

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When something goes wrong with your computer, how do you diagnose it? Do you start with making sure cables are plugged in properly, and then test components one-by-one? Why not do it the easy way from now on? Just roll the dice and let them tell you the problem.

The PC Diagnostic Dice are available from ThinkGeek for only $20.00. They’re a must-have for all of the IT people in your life.

IT-support personnel have a difficult job. Constant phone calls and emails from people barely smart enough to operate their computers can grate on you after a while. Before too long, every support phone call sounds the same.

As you get older, you realize that people don’t necessarily want to know exactly what the problem is. What they really want is assurance that someone is there, listening, and is ready to come to their aid. The chances that you can actually walk them through fixing their problem is minuscule – you’re going to have to take a visit anyway, so why bother putting in the effort now?

With the new PC Dice diagnostic system, give your users the reassurance they need while maintaining your sanity. Just a quick toss of the dice, and all the information you need is right there. Three dice describe the problem, the culprit, and the solution.

According to the dice, you need to rush off now and fix your modem… or was it your cable? Maybe it was the little doohickey that hangs down inside the whatchamacallit.

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Is PC Tech Support a Gamble?

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.

Top 5 Tips for Calling Computer Tech Support

Let’s try this email from Paul:

hi Chris happy holidays to you and your family. I’m a big fan of yours I’ve been watching you since the early days of tech TV call for help. I enjoy your streams , here is my question I am considering doing a live video stream myself and I was just wondering what kind of a web cam should I use or get and what kind of microphone to use and if you can give me any pointers and suggestions thanks Chris

They’re all the same – every single Webcam vendor on the planet. There’s absolutely no difference between them. Get what you can afford or based on the features you like most. To every one of those companies, you’re nothing more than just another email address in the crowd – they have no unique relationship with you, nor do they want one. You are not special to them.

Here’s a question that just came in from Alex:

Hey chris, I’ve been wanting to buy more RAM to maximize how much I can do on my PC. Now i am one to go for the cheap, But good quality products. So i was wondering, What brand would you recommend and how much do you think it would cost? Any suggestions would be great.

They’re all the same – every single computer memory company on the planet. There’s absolutely no difference between them. Get what you can afford or based on the features you like most. To every one of those companies, you’re nothing more than just another email address in the crowd – they have no unique relationship with you, nor do they want one. You are not special to them.

And now, a question from Tony:

I also had a question – Which is the better anti-virus/internet protection between Norton, McCafee, AVG, or Kaspersky? I am currently using McCafee and Kaspersky but the subscription is coming to an end. Please help me decide which one is the better/best one.

They’re all the same – every single security software title on the planet. There’s absolutely no difference between them. Get what you can afford or based on the features you like most. To every one of those companies, you’re nothing more than just another email address in the crowd – they have no unique relationship with you, nor do they want one. You are not special to them.

I really don’t know how to answer these questions properly.

The Kind of Tech Questions I Get Every Day

Chris | Live Tech Support | Video Help | Add to iTunes

http://live.pirillo.com/ – As every night, I opened up the phone lines to 888-pirillo.

Our first caller tonight wants to know if it’s ok to use software to try and overclock his processor, instead of going through BIOS. Well, I guess. If it’s working for you, then go with it. However, to truly overclock, you’re going to have to use the BIOS settings. You can always go to the manufacturer’s website, and see if there are any BIOS updates available. Keep in mind if you’re going to overclock, you’re going to heat up the processor. Make sure you use some type of cooling.

The next caller had one important thing to say. Drewbeard. That’s all, just the name. Drewbeard was an old regular chatter who hasn’t been around in awhile. I miss him!

Ahhhh. What is the /best/ free web hosting company? That’s a tough one. When looking for hosting solutions, you generally want to go with whatever is within your budget and still meets your needs. In the case of free companies, you just need to do some research. The chatters are throwing out suggestions, such as 1and1.com, media temple and X10hosting. It’s going to come down to your personal preferences, needs and expectations.

Do I prefer HP or Dell when it comes to media, such as watching videos or playing games? To be quite honest, they are pretty much equal. It will depend on your hardware configuration. My suggestion is you go with whichever one can get you either a Blue Ray Disc or HD DVD technology.

Last call tonight! This question was a bit obscure. The caller basically wants to know what free software is out there to allow him to use his Mini Cam to record videos. Everyone at live.pirillo.com is throwing out suggestions, of course. Thanks guys! You rock! Let’s see, there’s CamStudio, and a whole list of others that you can choose from right here.

That’s all the time we have tonight. Tune in again tomorrow, and be ready to call with your questions!
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Video Recording Software, Overclocking, Free Hosting, PC Brands

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http://live.pirillo.com/ – Opening up the phone lines to 888-pirillo.

I want to make this a part of our regular routine. I haven’t decided yet if this will be done on a daily or weekly basis. Tonight, I thought I’d do a few videos of FREE live tech support calls. You can call and leave me a voice mail at 1-888-pirillo. That’s 1-888-747-4556. Remember to add the country access code if you are calling from outside the United States.

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Free Tech Support by Phone

Chris | Live Tech Support | Video Help | Add to iTunes

http://live.pirillo.com/ – Opening up the phone lines to 888-pirillo.

I want to make this a part of our regular routine. I haven’t decided yet if this will be done on a daily or weekly basis. Tonight, I thought I’d do a few videos of FREE live tech support calls. You can call and leave me a voice mail at 1-888-pirillo. That’s 1-888-747-4556. Remember to add the country access code if you are calling from outside the United States.

Want to embed this video into your blog? Use this code:

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Call Tech Support Free

Step one: Blame the user. Step two: See step one.

Welcome to Gateway Chat. My name and badge number are Diana_GWPR###. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.

Hello Chris.

Howdy.

According to your submission and my data, the serial number for your Gateway system is ————-, a Gateway FX510XT with 2048 MB and the limited warranty expiration date is 5/23/2009. Is this correct?

That is correct.

Thank you for verifying your information. I see some opportunity here to enhance your computer experience. Let’s resolve the issue first and then discuss these options.

I’ve read your issue description from the submission form. I understand that you are having issue with your video card. Do you have any more details that may help us?

Not really. It’s not working. I spilled coffee onto my system and the only hardware that seemed to be affected was one of my video cards. after removing the problematic card (and cable… things seem to be in working order with the system. you will see that the card has coffee stains in the fan cage (internally, on the video card itself)

Alright Chris. I would recommend to send the system in for service.

Not the system, the card. The system, itself, is fine. It works fine without this video card… it’s the video card that’s messed up at this point – and quite possibly the cable connecting it to the second video card. If I send the entire system in, not only is it overkill – but I also run the risk of having the data on my hard drives wiped out.

Yes. I understand. But as I have checked you have the ADP warranty. And that is the warranty that we are going to use. The issue is customer induced damage and you need to send the whole system in for sevrice.

But I paid for on-site service? Why would I have to send it in?

Yes, that is correct Chris. All your data will be wiped out. But that is what your warranty states.

Whoa. You’re telling me that when there’s absolutely nothing wrong with the hard drive, I still have to send the entire system in – DESPITE having paid for on-site service – and that you’re guaranteeing me that all the data on the drive(s) will be wiped out?!

Seriously?!

Is this April 1st?

Alright. allow me a moment to check this if I can send the part to you.

The problem is with the hardware that I removed – customer induced or not.

Yes I understand. Let me check Chris.

Thank you for holding Chris.

I have read the policy regarding the warranty. As I have read, the ADp warranty ids for the system and not for the part. Therefore, since you accidentally damaged the part, in order to replace it, you need to purchase a new one. I apologize for the wrong information I gave you before.

…why did I buy the extended warranty?

Can you tell me?

The extended warranty you are referring is for the whole system. Now, your issue is a customer induced so you need to purchase a new one.

But why does the extended warranty not cover it?

What makes it so “extended”?

Because the issue was induced by you Chris.

I understand, it was my coffee – and that I accidentally spilled it.

Yes. I understand Chris. But the ADP warranty is for the whole system and not on the parts.

But I also believed that the extended warranty was worth something more than just being called an “Extended Warranty.”

Without parts, there is no system.

Yes I understand. I apologize Chris, but you really need to purchase the part.

I can not process any replacement or process anything because this was caused by the customer.

Good to know. I promise not to use the computer again, lest I run the risk of inducing something else.

It’s ALWAYS the user’s fault. I shouldn’t have been drinking coffee in the same room as my computer, and I should’ve gone to law school to properly interpret the warranty issued by said OEM. Their position is completely understandable – it WAS all my fault. I’m to blame for purchasing the system, I’m to blame for not understanding their definition of ‘ADP,’ and I’m to blame for the accident. I induced everything. But I also thought I had my ass covered.

And lest you think I’m being an absolute brat about this situation, you might know that I (indeed) purchased ADP – which is an “Accidental Damage Plan” (as defined by Gateway). In fact, it seems I purchased damn near every freakin’ kind of warranty possible from Gateway for this system:

• 3yr Accidental Damage Stand-alone
• 3yr Factory Labor
• 3yr Parts Exch/Replace
• C_3yr_Onsite_DT – Acctg 1Yr Std.
• C_3yr_Tech_DT – 1Yr Std.
• C_3yr_ValuePlus_DTHigh1Yr
• C&B_3yr_ADPonly_Desktop_within365

Now, let’s step through a live shopping cart on Gateway.com – exactly like I would have done when I origianlly purchased the system and its extra warranties. We get to the “Protect Your Investment” page (sounds all official, doesn’t it). Here’s a direct citation from the Accidental Damage Plan section. Bulletpoints for ADP in the shopping cart indicate:

• Coverage for accidental drops, spills & power surges
• Duration must match the duration of your warranty above

The three year Accidental Damage Plan is listed as active in my account on Gateway.com, with 754 days remaining. ADP is only valid if I send the entire system in for inspection, according to Diana. However, if I decide to return the PC, as instructed by the TSR, I’m informed that all of my data would be erased (per the original agreement, apparently).

<rock>Me</hardplace>

Diana adds insult to injury, seemingly changing the rules midstream: “Since you accidentally damaged the part, in order to replace it, you need to purchase a new one.” So, she’s saying that the ADP is basically a POS – and that I wasted $50 on it. Actually, she’s saying that I wasted $5,000+ on the entire system. She says it again:

“Now, your issue is a customer induced so you need to purchase a new one.” Which begs the question: What the hell kind of spills are NOT customer induced?!

Un-fucking-believable. Go out of business already, Gateway. I may not have any legal ground to stand on – but that doesn’t make me feel any less swindled.

Gateway Tech Support Problem

This episode is starring…

• Aaron
• Steve
• Kosso
• Charlie
• Christine
• John
• Andrew
• …you?

Directly from the virtual pages of http://chris.pirillo.com/media/ comes the latest installment of Lockergnome’s Connections. Deleting stubborn icons from the desktop, fixing hard drive errors, learning about Nokia’s new device, watching an MP3-playing watch, discovering how to create an interactive podcast, and… what the heck is up with my eyebrows!?

Making Connections: Icons, Errors, and Eyebrows