I write a newspaper column dedicated to computer information for beginning users. Part of the column includes a Q&A where people can email me questions. Today I received an email from a reader that I found of interest.

I recently called XXXX for tech. support on a problem I was having. After ten minutes I felt frustrated and the tech person was of no help. He was talking in geek terms and I didn’t have a clue what to do. Also the person was making me feel like an idiot. Why can’t tech support people be more kind when dealing with people who are not computer literate? 

Good question. I have been on both ends of tech support, as a user calling companies for assistance in repairing a clients system and also providing tech support to my clients who call me personally with a problem. One of the things that we must understand is that the personal computer has been around now for about 25 years. There is an expectation that most of us know the basics.  If you are new to computers, here are a few suggestions for you.

Have your computer documents available such as the invoice that came with your system that describes all of the hardware your system came with. Other documents may include serial numbers, model numbers and also your Windows registration product key.

Ask a friend, neighbor or family member who is computer literate to assist you. They will speak the geek speak and be more likely to assist the tech support person in solving the problem.

Last, if you do decide to call on your own, tell the tech support person you are new to computers and need basic instructions and no geek speak please. Most tech support folks will tone down the computer talk and hopefully will be able to assist you.

Comments welcome.

PS If anyone else has any suggestion please join in and post the for us.

Tags: tech support, help, geek, speaker, assistance, family, friend, neighbor,