Last week I read an interesting article on ZDNet entitled "Ten key differences between Linux and Windows." Aside from the comparison itself of the two operating systems, the following point caught my eye: "Online peer support vs paid helpdesk support." The writer, Jack Wallen, makes the case that the lack of a subscription-based support desk for Linux actually isn't that detrimental, as there are multiple online support forums to troubleshoot issues for free. I've never checked for free Windows support forums online myself, but I do know that for any number of technical issues you are better off checking the Internet before you ever pick up the phone to call tech support.
Let's suppose you have a Blackberry, and for some reason there's an hourglass flashing in the middle of the screen. You can still access applications but the device is very slow and the battery is running down rapidly. What do you do? You may call your carrier's support line, but there could be hold times or you may be transferred around until you finally reach the correct department. After all that you may get the poor person who's just starting in data support and despite a month's training really doesn't know much more than you do.
Avoid the frustration. Check online first! Type "blackberry hourglass flashing" (without the quotation marks) into Google's search engine and you'll find pages of results from Blackberry forums where people have had the same problem and sought help from other users. Sort through the various forums, starting with the first listed in search results, and do what is suggested. You'll either resolve your own issue or discover that you really do need customer support.
You'll notice I didn't suggest that you call the manufacturer, which in this case would be Research in Motion (RIM). With that company you would need to have a subscription to their technical support in order to receive assistance. This is becoming more and more common across the board. If you call the cellular carrier that services your Blackberry, though, and after troubleshooting determine that they can't resolve your problem, they can transfer you to RIM's support team at no charge to you. The carrier will foot the bill so long as their representative tried all troubleshooting steps available to him before escalating to the manufacturer.
While I've used Blackberry as an example, the same really holds true of any technology support you might need. Whether your issue is with Outlook, Safari, a particular model of laptop or a smartphone's device-based e-mail, search the Internet before you pick up the phone. Frankly, the rep you get on the phone will probably just do that herself once you call.
1 comments: