There is an unalterable fact that is well known in the computer industry. That fact is that sooner or later, computers break down. Even computer experts occasionally suffer computer breakdowns.
Regardless of experience level, too, there are times when the computer user is going to need to contact the support from the computer manufacturer in order to fix it. After all, computers come with proprietary software and no two computers brands are produced in quite the same way. The best source of information on each model of computer system is from the people who have been specifically trained to support them.
What this leads up to is that good technical support should be one of the top five considerations when purchasing a computer. If the level of support is lacking, you could well find yourself with a very expensive piece of junk. On the other hand, good support can quickly have you up and going again, with the least amount of frustration and difficulty.
Many people might think that if the computer breaks down, they won’t bother with fixing the computer; they’ll just call a service technician. This is well and good if you have the money to pay for the technician, but keep in mind that there is a good chance that even the technician will probably call the technical support for the computer and charge you accordingly. If the quality of support that the technician you hired receives is poor, the amount you pay will usually be greater.
What makes good technical support?
First, the technician must be understandable. If they are talking in such a heavy accent that you can’t understand them, they probably aren’t going to do you any good, and both you and the tech will most likely get even more frustrated. Likewise if they are talking and using terminology that you don’t understand, but won’t stop and explain what they are talking about, what use are they?
Second, the technician must be knowledgeable about the product. If they don’t know much about the computer you are calling about, there is a very good chance that they will do nothing to help, and may cause more problems because of their lack of knowledge.
Third, they must be willing to listen. Granted, a large number of people calling in will be frustrated, and it isn’t uncommon to have a certain amount of venting. But very often, something you say when it actually comes to the computer will supply a good tech with the answer to the problem.
Fourth, they must be available. Computer breakdowns can occur at any time, on any day. Support, then, is needed at any time of the day, on any day. That important project you are working on won’t wait, and you shouldn’t have to either.
Fifth, they must be accommodating. Not all requests and demands are realistic, but a good tech is also a caring tech and they will not treat you like an idiot and disregard your feelings.
Let’s face it. The computer company that shows concern for the consumer by having a great support system is likely to have a far larger number of people using their computers than a company that puts support on the back burner, and who think about support as relatively unimportant.
The very first time your computer breaks down at the most inopportune time and you find yourself needing to contact support, you will immediately understand the importance of good technical support. It is so important, in fact, that a mediocre computer that is backed up with excellent support is far more valuable that an excellent computer with little or no support at all.
Let us all hope that you will be one of the rare lucky ones who never need to contact support. But if you do need to contact them, wouldn’t you prefer to have good support so you can get the system back up and running again as quickly and easily as possible?