Comments on: Who’s Accountable: Adobe, Microsoft or Dell? http://blog.greenpeg.com/2007/08/22/whos-accountable-adobe-microsoft-or-dell/ High Impact Customer Service Solutions for IT, Help Desk, and Call Centers. Thu, 09 Sep 2010 00:49:16 +0000 http://wordpress.org/?v=2.1.3 By: LarryT http://blog.greenpeg.com/2007/08/22/whos-accountable-adobe-microsoft-or-dell/#comment-12 LarryT Thu, 23 Aug 2007 16:20:02 +0000 http://blog.greenpeg.com/2007/08/22/whos-accountable-adobe-microsoft-or-dell/#comment-12 I so understand this story! As a computer consultant I have to call often the technical support line of a manufacturer of software or hardware. After 20 years I learned all their "scripts" and try very hard to do all that I can before I call them. Once I call, BOTH my customer and I are prepared to be on hold for a while AND deal with the lower level of support before I get to a person that can help. Very few companies have their act together when it comes to support. Usually the smaller ones are better. Forget about calling the big ones. One should look for local support from a computer consulting firm, a local computer user group, an on line support forum or other similar avenues. If you decide to use any of these alternative options DO YOUR HOMEWORK to determine which ones are reliable. Be prepared to put some time and effort to learn the safe ways to install and/or upgrade your software and computer. And whatever you do, don’t let a knowledgeable “friendâ€? work on your computer, they never know enough to follow through with all the items that need fixing. I’ve seen it too many times. The most important step in your adventures is TO DO A BACKUP prior to working on your computer. One of the best and simple ways is to use an image backup software like Norton Ghost or similar. I so understand this story! As a computer consultant I have to call often the technical support line of a manufacturer of software or hardware. After 20 years I learned all their “scripts” and try very hard to do all that I can before I call them. Once I call, BOTH my customer and I are prepared to be on hold for a while AND deal with the lower level of support before I get to a person that can help.

Very few companies have their act together when it comes to support. Usually the smaller ones are better. Forget about calling the big ones. One should look for local support from a computer consulting firm, a local computer user group, an on line support forum or other similar avenues. If you decide to use any of these alternative options DO YOUR HOMEWORK to determine which ones are reliable. Be prepared to put some time and effort to learn the safe ways to install and/or upgrade your software and computer. And whatever you do, don’t let a knowledgeable “friend� work on your computer, they never know enough to follow through with all the items that need fixing. I’ve seen it too many times.

The most important step in your adventures is TO DO A BACKUP prior to working on your computer. One of the best and simple ways is to use an image backup software like Norton Ghost or similar.

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