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General discussion

How much do you rely on customer support for tech issues?

Feb 24, 2012 7:43AM PST
When it comes to your computer, how much do you rely on customer support for tech issues?

-- All the time. (How has your experience been?)
-- Most of the time. (How has your experience been?)
-- Very little. (Why is that?)
-- It depends on the issue. (Can you give us some examples?)
-- I never rely on them. (Who do you rely on?)

Discussion is locked

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Learning by doing...
Feb 24, 2012 10:08AM PST

I find that I learn a lot more by solving problems myself, which may involve searching the internet for answers, visiting forums and reading and asking questions there, etc. There are some standout forums, like Microsoft's "Answers", smallnetbuilder.com, apple support forums, Wilders Security Forum, Toms Hardware, OEM community forums (like the Dell Community forums) and many many informative forums. You just need to be able to sift out the chaff and recognize the wheat, which comes with experience *smile*.

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Rarely use technical support
Feb 24, 2012 10:21AM PST

Perhaps it's because I have been intimately involved with computers since I started as a programmer in 1962. Perhaps it's because I find that I can type a specific question into a Google search box and and get a direct, precise answer to my question. Perhaps it's because I find that if I have a truly complex or perplexing question, it takes three to four firewalls or levels of technical support before I finally get an unsatisfactory answer ... which usually confirms my pre-call suspicions.

Yes, I am a cynic.

Example of question typed into Google: "How can I view my calendar history and search for people, places or events on my Motorola Droid Razr Maxx?"

All Verizon Wireless technical support levels questioned my "need" for such a feature. They evidently must memorize their calendars. The bottom line is that no one could help me. When I questioned Google (the real answer to Siri), I found that numerous people were asking the same question. When I sat down with my son-in-law, he suggested logging into my iGoogle calendar and using that instead of the Motorola app. Voila! It worked. No thanks to any technical support "experts."

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I use customer support very little because...
Feb 24, 2012 11:38AM PST

after 10 years and two comuters and PC World magazine and my friends here on CNet, I feel I'm somewhat of an expert at troubleshooting most things that go wrong. After the first computer and spending too much time being put on hold and listening to "Your call is important to us..." I decided I could fix most things, and an ounce of prevention is worth a healthy computer. I have learned so much from reading other's posts on this site. The only time I have ever needed a professional technician was when I blew my registry by starting up with a set-up disk in the CD drive! But my system stays in good shape with a bit of maintenane--using CC Cleaner which CNet recommended, and defragging regularly. I particularly like Dell's online service--your new Dell arrives with a "Service Tag" and with that number you can look up the warranty, the date your computer was shipped, and with what specifications and equipment. I just ordered modules to upgrade my present memory. So I guess I like Dell's online service enough to stick with that brand!

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I never use customer support
Feb 24, 2012 12:51PM PST

Don't get me wrong. I have occasionally stumbled upon a customer support representative that actually was worth my time. A couple of times I've talked to excellent ones. Most of the time, though, they are completely worthless. They either get an attitude and treat you like you're an idiot or they argue with you about the problem. How many times do I have to tell some moron that I've already done something before they hear me? How many times do I have to explain that, yes, the problem really does exist and it really is their product that is responsible? How many insults do I have to put up with? Not only do I have to pay for this abuse, I also have to waste my time and emotional energy dealing with it.

Here's my computer. There's the internet. If I can't find the solution myself and implement it, then I can always get someone local to help me out. If I can't get this computer to work, then I have another. If I can't get the internet to work I call my ISP. I know it sounds extreme, but in my experience that's the best, easiest, and fastest way to get the problem solved.

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Never
Feb 24, 2012 4:51PM PST

I use PC since Apple II. Never use customer support cus I never buy any brand PC (including Apple II). All my PC were DIY by myself excluding Apple II. But I use legal OS and software and top brand components since Windows 98 (like Asus, Quantum, Pioneer, Kingston and so on). As I use DIY PC more than 30years, I never suffer hardware and software problem.

All I do is periodically clean install Windows when I feel system not so smoothly as just installed. I also do manuelly Windows Update weekly. I don't know how problem will occur if anyone do like mine.

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Reliance on Others by sunny.jim
Feb 24, 2012 6:24PM PST

I do not use Customer Service for my Computer Problems, I expect I am amongst the lucky ones as I can contact 3 excellent problem solvers, 1. My Brother in Law, 2. My Nephew and 3. My Grandson, I do have to take care when my grandson is arround as he does change things without telling me.he says' its just like giving it a car service.

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ask a friend
Feb 24, 2012 11:07PM PST

thats what I find. Ask around with other computer users you know. -Also..I have made friends with sales people (am a repeat customer) for all my teckie toys and sometimes I just take it in (phone or playbook and ask, how to do such and such...)They are good about showing me what to do, and I can do it myself after that. I am my own worst enemy from learning from the manual, a friend to tell me, or show me is much better, and I love to learn new stuff and have new digital belongings.(playbook/cell phone/2 laptops and a desktop and several cameras) I help many seniors learn the simple basics to get them started..like your idea, as a family member or friend, in their own home, so they are comfortable with not being rushed. First thing I do is get them to get a scribbler and write it down themselves, how they did something. We all think we will remember, but often soon as your helpful friend walks out the door, so does our memory on how to..LOL. Your strongest customer support should first be your friends and family.

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support not really an option for me
Feb 24, 2012 11:39PM PST

I have a 10 year old generic computer that is still chugging along with a 10 year old operating system (win XP), a 12 year old MS Office Suite and 10 year old Quickenl software. I don't believe I would get tech support for something this old. When I do encounter a problem, I have been able to resolve these issues via forums. I have used Cnet forums to resolve about 90% of my computer problems (thank you, Cnet) and other forums for the rest..

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Support not really an option for me by The ancient one
Feb 25, 2012 4:08AM PST

The ancient one,
I agree with your response and praise of Cnet (thanks Cnet). My home PC is my 2nd ever (my 1st was a giveaway box from work that lasted about 4-5 yrs.) I have a 6 yr old Dell, Win XP OS and 2003 MS Office Suite. I also agree with some others who have commented that it is much more interesting and educational to learn for yourself through various internet sources and reliable IT friends than to rely on customer support. It's fun, exercises your brain and boosts your D-I-Y computer self-confidence!

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I never rely on them.
Feb 25, 2012 2:20AM PST

Well thats not totally true, I build my computers and there for I am tech support. I have used tech support for friends with their computers, but that was because they were still under warranty. I use manufactures web sites for lots of help, but mainly forums ( of all kinds).

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Never, because I'm support
Feb 25, 2012 3:45AM PST

I'm a tech(field engr) and don't need to talk to someone just access to data or info. Sooner or later. the need for some info becomes apparent, usually some drivers or docs., you get that at the support website. The instruction found there usually suffice and/or direct me further. The times I had to talk to tech support due to customer issues(not mine) weren't always to the point. Besides jumping through loops or repeating the same steps already tried, nothing is gained. It's the mere fact that I did go through tech support and the records show that, then can the process escalate to the next level. IMHO, tech support has been watered-down so much its practically useless for real problems. How many times has it referred to reload the OS and start all over again. I guarantee that doesn't make users happy, unless it has to be done. But, that's how I make my $, I'm there to fix things and see what needs to be done. ------Willy Happy

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Old "woman"
Feb 25, 2012 6:01AM PST

My Dell Dimension is almost 10 years old. I very seldom call customer support anymore. When I did call, well, to say it was frustrating would be a gross understatement! The last time I called I was on the phone for 5 hours with a man who barely spoke english for a problem it took my nephew 10 minutes to fix! Since then, if I can't get my nephew to fix the problem, I simply try restoring the system to before the trouble started. Usually that helps and if it doesn't someday, then I will replace this old "woman" with a new one!

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My experience different
Feb 26, 2012 10:47AM PST


I've had several Dells. I find their Customer Support excellent. I usually can get through to someone fairly quickly. They are willing to stay on to help no matter how long it takes, even hours. They often call back a couple of days later to see how things are going. A number of years ago they were not so good, but they have really put a lot into their Customer Support in recent years.
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It's simple
Feb 26, 2012 6:34PM PST

What you want to do is hit reply on the original post. I don't blame you for missing it. Sometimes things just aren't exactly what you expect!

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http://forums.cnet.com/7723-7810_102-556868/how-much-do-you-
Feb 25, 2012 7:46AM PST

I almost never have to work with customer support with my iMac OSX. When I need help to solve a problem or for advice, I have a really good friend that has many years experience with Apple products. My computer is four years old now and I am contemplating purchasing a new one, and it will be an Apple computer again, because I have had almost no problems with this one compared to the various Microsoft PCs I've owned!
Terry

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Customer Support for Tech Issues.
Feb 25, 2012 7:37PM PST

If I can't figure it out by myself, I rely on CNET Forums ! Thanks for always being there for those that need advice !!!!
What else could you possibly need to know that you couldn't find here ?

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Dell support sux
Feb 25, 2012 8:37PM PST

I've owned computers ranging from Wang, IBM,Epson,Gateway,Acer,Dell, a locally configured unit, and now, a top-of-the-range,Toshiba.
Genearlly, they've been reliable except the Toshiba's hard drive failed just within the guarantee period. Toshiba service was excellent in arranging for the computer to be picked up, fixed locally in Launceston, and delivered back to my home address nearly 200kms away.
This contrasted with Dell where I merely wanted to know how to switch off the touchpad. After waiting on the phone for hours and entering the unit's serial number 4 times, they wouldn't answer the question but referred me to Dell Canada where I'd taken delivery of the machine. Personally, I don't think the obviously Asian call centre knew the answer. The relevant instructions on the Dell web-site just doesn't work for the model concerned. Back in Australia, extremely critical comments on Dell's support service are legion in the magazines, websites etc. It's a pity because the Dell unit itself's been fairly reliable and I'd buy more Dell machines if their support wasn't crap.

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Customer what???
Feb 25, 2012 8:57PM PST

After two very unhappy experiences with Gateway years ago, and one with my ISP "tech" support expert (so-called), I remembered that I knew how to read Happy I started reading CNET, and a few other sites. I also am fortunate to have friends that are very knowledgeable, and if all else fails there are two local people with shops that don't charge me a fortune. In 15 years time I've only had to take a machine to the shop twice. Both times the guy I work with helped me out by giving me a few lessons in "how not to have to bring your computer here again"...don't think I'd receive that kind of service from any corporate "techie". BTW, all of the machines I've used (except the first one which was a 50th b'day present from me to me) are older. I have a think pad running XP SP2 (not upgradeable), and a newer desktop I was given with Win7 (which is the best machine I've ever had). As I said, I'm fortunate to have the friends I have (knowledgeable AND generous).