Every once in awhile, I read an article that jogs my memory as to why it is so hard to diagnosis computer problems, especially when one tries to do it by telephone or by email.  For those of us who repair computers, you know exactly what I am talking about. It is those phone calls or emails from friends, clients or relatives that drive us nuts. So when I read this response from Lee Koo over at C/Net it rang so true to me. He states in a response to a help call from a reader by the name of Gail that asked:

 Can anyone please explain, in plain English and step-by-step instructions, how to speed up a slow computer? In previous newsletters answers that cover this topic are very confusing. The posted answers say don’t use register cleaners, de-fragging won’t speed it up, and the most confusing one is, update the drivers! How does a person update the drivers and what exactly is a driver? The answer of “going to a manufacture’s Web site to update a driver” is meaningless to me, cause don’t know what I am to update or how I find the drivers installed on the computer. All I want is a simple list of methods (step-by-step instructions) for any nontechnical person like myself, to follow and understand in order to speed up my computer and also what routine and steps to take thereafter to keep my computer in good running state. Using a Dell desktop with Windows XP SP2. Thanks for the opportunity to ask a question.

The response was:

Gail, I’m going to be brutally honest with you, there is really no so-called “easy button” that you can press and magically make your sluggish computer become fast again. And even with simplest solution that many of our members may have provided you, it’s always going to be a shot in the dark if it will, in fact, help your system. You see, there are just too many factors involved that can cause a computer to become sluggish–ranging from hardware deficiencies, software conflicts, malicious software (spyware or virus), to just about anything under the sun. If there are technical issues that you just don’t quite understand, even with the simplest instructions and step-by-step how-tos, it can be frustrating to get past that barrier. I’m not trying to discourage or scare anyone from attempting these endeavors, as I was once there myself. All I’m stating is that computers are complex machines and if you have a willingness to learn about it, take some risk and learn from trial and error, eventually it will become easier to take on new challenges in solving computer troubles

Thank you Lee. You expressed all of the problems that can cause a sluggish PC. But what I really like was the term you used about there being no ‘easy button’ to push. It is not only aggravating for the owner of the computer, but also for the person who is trying to help, when the means of communicating does not allow the helper to view the system. It is often said in the help forums, ‘if I could only see what you are talking about.’

What is also frustrating is the lack of description that is provided by some looking for assistance. Saying ‘there is something wrong with my computer’,  or the ‘thingy is gone from my screen’, is basically useless. I have also seen some folks who don’t even give a clue as to the type of computer they have, what operating system they are using, just a bland non-description of the problem.

My usual first comment is something like this: ‘my crystal ball is in the shop for repairs, could you provide some more information?’

The bottom line is this. Some problems need expert on site assistance from a qualified technician. No amount of phone calls or emails can circumvent the expertise which might be needed.

What has your experience been?

Comments welcome.

Source.