Number 235 - November 2002

Getting Through to Tech Support Without The Usual Long Wait!
by: Roger Poverny, TUGNET
If you have a computer product that is giving you a tough time, and you need immediate help, calling, and then waiting endlessly on the phone for Tech Support can often add to your frustration. Even if it's a toll-free number (worse if it isn't) you are still tying up your phone line interminably, while you run out of patience.     There has to be a better way, and here are a few suggestions that REALLY WORK!     1. If the automated answering system asks you to: "Press 1 if you are using a touch-tone phone," don't do it! What will happen next is you will either be connected to a real person or directed to dial "0" for an operator. The operator (or person) will use an internal line to connect you to Tech Support which in many cases bypasses the dial-in queue. If you tell the operator that you have "been left hanging on the line for over half an hour" you may even get some priority.	2. Go for the "Sales" line instead of Tech Support. They always answer these lines quickly. After all, they don't want to lose a sale. Often the sales personnel are very knowledgeable about the product and can answer your questions directly. If they can't, they may be able to transfer you to Tech Support just like the operator would do. Hinting that you may buy more of the product if you can get this one to work should motivate the salesman to get you a quick answer.     These methods will work for other commodities and services as well. The secret is to try to bypass the automation. Some of the newer answering systems use voice recognition and ask you to dial or "say" your number of choice. Don't say anything, or, mumble something unintelligible. This will usually get you to a real live person.
Number 235 - November 2002