How-to Find (Good) Technical Support on the Internet
If you're like most people, your use of technology has increased. While that technology offers some handy capabilities, when something goes wrong, it can be aggravating and annoying to find help. In this article, I'll share some of my personal experience in finding answers to technical questions on the web, along with some useful tips for how you can start making choices that will give you access to better technical support.
The difference between fixing and learning
It helps to know what you are trying to accomplish when you start looking for help with technology. People often confuse fixing a problem with learning how to do something. If you don't know how to do something with your technology, it might seem like a problem to you, but in fact, the technology is working, and you are trying to find out how to use it.
Learning how to do something, like riding a bicycle, is different from repairing a flat tire. But it is easier to understand that a bike with a flat tire means it has to be fixed than to recognize when some piece of technology isn't working correctly.
Generally, hardware, physical pieces of technology like smartphones, computers, or tablets work or don't work. And while the hardware works, it's the software that often causes challenges.
Technology is ubiquitous
I rarely get to use the word ubiquitous in a sentence, so I was glad I had a chance to use it in the article. Let's take a look at how much technology plays a role in our daily life. Once upon a time, people used a pen and paper to take notes, now we do it with smartphones or keyboards. Things like medical records, news, movies, and chatting with friends over video are all technology. Add to this the use of websites, email, and smartphones, and we've got a lot of techs that we rely on and use.
The chances are that you use technology from more than one manufacturer or service provider. You might use Google's email, have a Microsoft operating system, use an Apple smartphone, and have internet service from someone like Spectrum. You might have a streaming service like Netflix, use a smart television from Samsung, have a printer from HP or Epson, and maybe even use a voice assistant like Alexa from Amazon.
The good news is that most of the time, a technology from one company often works together with technology from another, like using your Google Gmail account on an iPhone from Apple, or printing on an HP printer using your Windows 10 computer. Companies usually try to make sure that their tech will work with what most people are already using.
It's important to understand that when you try to connect technology from two different companies together, you are the person responsible for making it work. In the world of professional information technology, the name of the job is called a systems integrator. So now you know you have a new job.
Tech companies usually have some support for their products and services. Still, when you're working with tech from two different companies, their support may not help you get them to work together. That's why some people (and organizations) try to use as much technology from one company as possible. And it's a choice you should at least think about before making a purchase or using technology.
Types of support vary according to how you use it and who provides it—the first type os self-service.
Self-service
We live in a world of self-service. Think of all the ways you are doing something yourself that used to involve another person. Self-service checkout at stores replace cashiers; ATM's replace tellers, self-service gas pumps, and on and on. The support that requires people to be available means employees, which means expenses, so companies offer self-service. Every day we are being trained to use self-service for our daily activities and technical support. When it works, it's fast, convenient, and less expensive. When it doesn't work, it presents some challenges.
Self-service is the quickest way to solve a technical problem by a manufacturer or service provider. They generally offer these approaches; a website, diagnostic software, a chatbot, or a YouTube channel.
A company website can be a rich trove of support information. Most technology companies have instruction manuals, how-to information, and troubleshooting guides on their websites. If the company offers additional support, it's usually accessible from their website.
A chatbot is a chat session that has artificial intelligence software on the other end. It may seem like you're chatting with a person, but you're talking with a software program guiding you along. Sometimes these work well, but it all depends on the company's investment in its software.
Most tech companies have their own YouTube channel to answer tech support and how-to issues. I'm referring here to an official company YouTube channel.
There are times when the company will include troubleshooting software in their product, which can help diagnose and identify issues so you can take action. Microsoft, for example, has diagnostic and repair tools in its Windows 10 operating system.
Self-service Search
A search for solving a problem or find how-to information will turn up both manufacturer and third-party websites and YouTube results. I use search often to find solutions to problems or questions. For example, I searched recently for “keyboard shortcuts for Zoom on a Mac,” which took me to Zoom's support webpage.
Live Support
Live support means being able to talk, meet, email, or chat with a real person. Live support typically has hours of available service that it's available. For some products, it's 24 hours a day, seven days a week. For others, it might be 8 am to 5 pm Monday through Friday. Support is a feature you should always consider when purchasing a product or service.
I've used phone, email, chat, screen sharing, on-site, and walk-in retail location support options. I've found chat is often the quickest and easiest way to resolve an issue, but many people hesitate to take advantage of it.
Live support isn't only available from the manufacturer or a product. Some retailers offer free technical support and live support plans that you can purchase from various sources.
Live Support choices
Who you get support form can be the manufacturer of the product, the service provider you use, or a third-party. Let me explain these choices in more detail.
Warranty
The manufacturer usually offers a warranty on their product and may include live support. Most hardware and software companies provide a warranty and often have live support for their product. That support usually provides coverage for defects in workmanship to fix a non-working product, and some software suppliers offer installation support. But the warranty is not to help you learn how to use the product, which may or may not be provided in the warranty support services. Apple is one manufacturer that offers walk-in retail store support, with its Genius Bar located in every store.
Services
You're probably familiar with your internet service, and almost ever internet service includes live support. They provide help with getting your devices connected, on-site installation, and if a problem can't be solved over the phone, they'll often dispatch a real technician to your location.
Another service you might not have thought about is your bank or financial institution. Banks, credit unions, insurance companies, and brokerages want to make sure you can access your account over the internet, and usually have a live helpline for technical support with your online access.
If you use software or online services on a subscription, like Microsoft 365 or QuickBooks, some support level is included with your subscription. The available hours and ways you can contact service (chat, email, phone) will be different for each one, so be sure to check on what is included.
Retailers
Apple, Costco, and Crutchfield are three retailers that offer technical support if you purchase a product from them.
Apple's retail stores, as mentioned previously, offer walk-in technical support. You can bring in any Apple product, even if it's out of warranty, and receive help. You might find that service isn't available if you are out of warranty, but I haven't heard of an instance where they won't look at the product. Apple consistently receives high marks for product support.
Microsoft doesn't have retail stores, but if you purchase a computer from the online Microsoft Store, you can receive live phone and remote support.
Costco offers something called Concierge Service on most technology you purchase from them. Available through a toll-free number, Concierge Service helps with installation, use, warranty support, and more.
Crutchfield is a retailer known more for audio/visual products, but they sell cameras, accessories, auto electronics, and more. They offer lifetime support for any product you purchase through them. They say they will try and help you with a product you didn't buy from them on their website. But I'm not sure how far they will go.
Cellular services
If you purchase a product from a cellular service or use a cellular network, the cellular company often provides live support by phone and in their stores. From my own experience, it's essential to know that stores are sometimes owned by a dealer, not the cellular company. The company-owned stores from AT&T, Verizon, and Spectrum can be a resource for you, depending on the store.
Paid support
Paid support is available from manufacturers and third parties. A maker of hardware or software will offer a warranty period that includes help with the option to purchase an extended time. For example, Apple's warranty is typically 90 days of phone support with a one-year hardware replacement, and the AppleCare plan extends the support term. But they're not alone. Microsoft offers Surface Support plans for its Surface models of computers.
You'll find most hardware and software companies use this approach to offer a warranty period that includes support, with the option for a paid extension.
Non-manufacturer options
If you have more than one product you need support for, a third-party is the right choice. The options range from large organizations to local individuals.
Large retailers like Best Buy, Staples, and Office Depot are in the business of offering technical support, with contracts and the option for walk-in service at some locations. Some service plans include on-site service options.
Local individuals and small-business service providers offer a resource that may be the right approach for you. If you can find one that's reliable and knows your technology, this approach can be a great one. Home Advisor is one website that lists services and includes customer reviews in their listings. Google and Yelp have local business listings with reviews.
Search technical support, and you'll see dozens, if not hundreds of listings for remote support. The services usually offer remote support by phone and screen-sharing and may offer per-incident or service agreement pricing. I've heard some people have had great success with the remote backing, but I don't use one myself.
What should you do?
There are many choices, but some companies don't offer anything other than self-service support for their products because it keeps the costs low. The IT professionals at businesses, schools, and other organizations know that help is critical to keeping things working, and I'd recommend you follow their example and make it a part of your technology decisions when you make your next purchase. for your convenience I've included links to some of the support websites you might want to use. If your goal is to learn more, take advantage of the free email learning courses listed in relating articles links at the bottom of the page and use the search feature on my website to help you learn more about technology.
Support website links:
Dell Support Services for Home
Office Depot Technical Services
Amazon Devices Support (Kindle, Echo, Fire)