by J. Marie Ruen

Created on: June 15, 2009

When your computer has crashed, your DSL is dead, or your phone is fried, you aren't thinking about quality customer service - you just want the problem fixed, and now! The only thing standing between electronic bliss and you is that herculean gauntlet known as tech support.

Tech customer service doesn't have to be torture. Problems are often simple to solve with the right information. Even more complicated problems can be resolved if the customer and the service representative work together.

Make your tech customer service experience faster, easier, and less painful by acknowledging that it will be a process, and that you are part of that process. Do your part by performing the following steps before you contact customer service:

1. Check all cables, batteries, and cords to make sure nothing has been accidentally unplugged or jarred loose.

2. Try completely powering down your device, unplugging it for a full minute, plugging it in again, and seeing if that solves the problem.

3. Be able to describe the problem in as much detail as possible. Write down any error messages, exactly as they appear. The codes and wording of error messages can sometimes give an immediate answer to your problem. Note when the problem started and what was happening right before the problem began. If you have installed any new software or updates lately, note those.

4. Have all billing, warranty, and registration information handy. You will be asked for this information.

Once you're prepared, depending on what kind of customer service you will be using, keep in mind the following pointers:

For phone support -

1. Be ready. Have your device in front of you and make sure it's powered up, if possible.

2. Be patient. Customer service representatives have a list of questions they must ask and steps they must go through in order to be sure they understand the problem. Even if you've restarted your computer a dozen times, if the CSR asks you to reboot, do it.

3. Be focused. Minimize distractions. Send the kids to another room and turn off the television. Make sure you can hear clearly and understand the representative - especially important if you are calling tech support based in another country.

4. Be firm. If you feel like the representative doesn't understand your problem, if you can't understand your representative, or if you aren't satisfied with the way your problem is being handled, politely and firmly ask to speak to another representative or a

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