Contacting Technical Support

Many issues arise during a computer’s lifespan where outside assistance is required. IT Bromley & Croydon are often asked to deal with technical issues on a customer’s behalf and to work through solutions with a technical support department. Some of the common reasons for customers failing to receive solutions to their problems are as follows.

1) Understand who is responsible for the problem – Your hardware supplier is not going to be particularly interested in a new modem you have installed, supplied by someone else, that has caused a problem. It may sound obvious but try to be clear what is actually causing the problem before deciding whom to call. With the same breath however do not be put off by a support line shifting the responsibility, when they are clearly accountable.

2) Be clear about the problem – Dealing with technical support departments can be very frustrating and often expensive if premium rate telephone calls are involved. However the number one reason for problems remaining unsolved, is that the customer is unable to communicate clearly with the support line on the end of the phone. Before phoning write down clearly what is happening, how long it has been happening and any messages that come up on the screen, regardless of how non-sensical they may seem. Talk clearly and slowly about the problem and listen carefully to the technicians’ response and write this down. If you do not understand what is said ask for the technician to repeat slowly what is said. If the problem is complex and you really do not understand the issues at hand, or the technicians’ advice, it is best to call in someone technical that can comprehend the problem and rationalise the solutions through with the support department.

3) Be beside the computer – The support departments number one goal is to solve the problem wherever they can. Many solutions do require several actions being performed on the computer and then stopping to see if the problem is solved, before continuing to the next possible solution. If you are not beside the computer during the call it will be almost impossible for the support department to solve the problem immediately, unless it is a simple common problem.

4) Be aware of the warranty – Before ignoring any fault be very clear as to the length of the warranty and when you will deal with it. On no account let equipment slip out of warranty whilst there is a problem. Some problems are self-evident but some seemingly minor ones are in fact major. If a problem is evident immediately a computer arrives, or when an upgrade is performed, deal with it there and then. Usually you are entitled to return faulty equipment for a full exchange or refund within the first 14 days, or sometimes longer.

5) Keep precise records of all calls with the company - Often customers end up going back to square one because the can’t remember who they spoke to and what was said the previous time they called. Always write down the name of the person you spoke with, the day you called and what they advised. This way you can be sure that the solutions offered progress each time you call and that the same ground is not covered twice. It also makes it much easier to progress support calls towards exchanging faulty equipment or to invoking on-site warranties and it clearly shows that you have given the company several bites of the cherry at solving the problem by phone, before escalating the call to a warranty call out.

6) Be clear about your rights – Do not be fobbed off with lame excuses or unclear solutions. Occasionally the fault may be caused by the user, or even third party computer hardware / software. However if the waters are being muddied ask to speak to a senior member of the support team and obtain clear guidance as to how and when they will respond. If you are unhappy with how your problem is being dealt with ask for the name and department of someone to complain to or go to an outside agency. Always be firm, polite and give the impression that you will not go away until the matter is satisfactorily sorted out.

Please email support@ITCroydon.co.uk if you are encountering problems, or have an unresolved technical support issue.