Need Tech Help? Try the World’s Biggest Hotline
When an enigmatic software or hardware problem occurs in your personal computer, you probably do what most people do: panic, then call the company’s technical support hotline and sit on hold until someone can help you breathe life into your PC.
But calling a hardware or software company for help is often more hassle than it’s worth, especially when free help is readily available on the Internet.
For starters, toll-free computer-support numbers are the exception rather than the rule these days. Unless the company happens to be located near you, you’re forced to call a long-distance number and rack up charges on your phone bill.
Even if the call is toll-free, don’t expect a friendly technical support representative to greet you on the first or second ring. Instead, you’ll probably be forced to listen to smooth jazz and computerized voices that proudly announce how much longer you must wait.
Computer companies typically offer free assistance only within the first 30 days of purchase. Check your manual for details.
One company I called wanted to charge a yearly $90 maintenance fee before they would tell me what should have been in the manual in the first place. I asked to speak with a supervisor, who agreed and helped me at no charge. Moral of story: Demand service, and always ask to speak to a supervisor if you are unhappy with the answers provided by the technical support representative.
And assuming your modem or Internet connection isn’t the problem, put the phone down and try the Internet.
A good place to start is the home page of the hardware or software company whose product is involved. Finding it is easy enough using one of the major Internet search engines (Yahoo, Alta Vista, etc.), and if you’re lucky, you’ll find a solution in the FAQ (frequently asked questions and their answers) section, which most vendor sites have.
FAQs can be very long, and if the one you need isn’t separated by topical hyperlink, use your browser’s Find feature. It’s usually hidden in the browser’s Edit menu and allows you to pinpoint a word you want on a particular Web page.
A technical step up from FAQs is a site’s knowledge base, where you’ll find commonly asked questions that involve more complicated trouble-shooting solutions, program fixes and work-arounds. I’ve heard that Microsoft’s technical support department uses the company’s knowledge base on the Internet to assist its customers.
You can use it too by clicking the Search button on Microsoft’s home page (https://www.microsoft.com). On the next page, type in a phrase or two that describes your problem, then select Product Support Services (includes knowledge base) from the list box. Once you find an answer, print it out for easy reference.
Internet newsgroups are another place to find solutions to computer problems. Since there are more than 20,000 newsgroups, finding the right one can be more challenging than fixing the problem. Most computer support newsgroups begin with the computer prefix, and within that you’ll find groups covering general and specific issues, from operating systems to brands.
Using DejaNews (https://www.dejanews.com), you can search current and archived Internet newsgroups for the solution you seek. Use common sense. I’ve seen both great and terrible advice in newsgroups.
If you’re not sure of a solution, do your own fact-checking. Ask a friend, or check the manufacturer’s home page.
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Kim Komando is a Fox TV host, syndicated talk radio host and founder of the Komputer Klinic on America Online (keyword KOMANDO). She can be reached via e-mail at komando@komando.com
