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Technically Speaking

Some tips from the Lunar Logic tech support staff
It never fails. Your new gadget or software name here is opened and ready to use and it inexplicably comes with no instructions, a phone number that leaves you in call waiting limbo, and a splitting headache. Once the support person finally comes onto the line, you are so frustrated/exhausted/annoyed that you have no idea where the information is that they're asking for.

Having been in the technical support business for over a decade, we know how tough it is for our customers. Don't hate us! It is always our goal to help the person on the other end of the line or email to get the issue(s) handled quickly and as painlessly as possible.

We have been asked over the years what the customer can do to be prepared for a tech support call. Here is a brief list of tips and tricks to help the support person help you:

  • Be in front of your computer (or gadget or coffee maker). Whatever isn't working correctly should be close at hand.
  • Set about 20 minutes aside for your call. Plan on tackling your tech support problem only for a few minutes. Your time is valuable. The less time you have to spend on interruptions, the faster your problem can be solved.
  • Write down any error messages you receive as they appear, and— we can't stress this enough— make sure you write down the exact error message that displays. Being able to describe what went wrong is one of the most helpful things that you can do to aid the support person in determining the cause of the error or flaw in your product, and having the exact error message lets support staff know where to start looking.
  • Keep your login info handy. Your user name, serial number, and time of purchase are often needed to document the errors. You should also have any passwords in case you need to log in, however, you should never have to share a password with the tech support agent. No reputable company should ever ask a user for a password - if they need access to the user's files, they should have an admin way to get in. The only reason a user should have a password handy is if the TS agent asks them to log in themselves.
  • Be able to access your email while talking with support. In many cases the support person may need to send you detailed files or information. Being able to access your email while talking with support will help you both resolve things faster.
  • If you have questions don't be afraid to ask. The support person's role is to answer your questions, address your concerns, and alleviate your frustration.
  • Usually, you and tech support can't see each other. This means that until we all join the Skype revolution or join Google Video Chat, you and the tech support person will be describing what you see. This is tough since most of us are visual people and being able to see what's going on helps us understand the problem at hand. Be patient with yourself. It's OK to not know all the terminology and lingo. If you can describe it, they can help!

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