Think about the last time you had a computer problem: You were probably in a hurry. Worse yet, you most likely sat on hold for twenty minutes, and then, when you finally did get a hold of someone, the computer technician didn't understand your problem, your need for a quick resolution, or anything for that matter.
Sound familiar? Often, poor or frustrating technical support is the result of wild guesses on the part of the technician rather than an informed diagnosis based on concrete information. Why is that? First of all, you can't control the quality of support given by the technician, no argument there. But you can control the quality of information supplied to the technician. The better the symptoms are explained by you, the better the diagnosis.
So, what makes for good technical support? Being prepared. In the next few pages, we'll discuss what you can do to increase your chances of receiving good technical support the next time you need to call.
