We’ve all been there.
An email won’t send.
A program won’t open.
A video won’t play sound.
Inevitably, our computers surprise us with problems at the most inopportune times.
Many businesses resolve these problems by contacting the manufacturer…Dell, HP, Apple, Microsoft, etc. But contacting the people who built and sold the product usually ends up being a waste of time.
You Try to Solve the Problem Yourself
As soon as a problem arises, you know it needs to be remedied.
Naturally, you click on the troubleshooting wizard that the computer was sold to you with.
“What’s the point of this?” you think, ” It never works!”
After an hour or so of frustration, you decided to find help and contact the manufacturer.
The time you just spent trying to fix the problem has already been wasted and you haven’t even picked up the phone yet.
The main reason you probably spent time trying to fix the computer yourself is because you knew that contacting the manufacturer would mean waiting around.
Whether you go to the website chat room or place a phone call, there are going to be many people in line in front of you asking their own questions.
Repeat Your Steps
When you do get a hold of someone, they are going to question you about the issue at hand and the steps you’ve already taken.
Then, they will repeat your steps because they are going to assume you don’t know anything about anything.
They are told to follow the same process as the troubleshooting guide you already went through.
They Don’t Know Your Machine
Although most computers are similar, they’ve all been personalized to their user’s preferences.
The customer service person at the manufacturer will not take this into consideration. Their goal is only to resolve the specific issue you came to them with. Often this will consist of resetting a part of your system.
The concern with this is the person you are dealing with may unknowingly cause an error for another part of your system.
If you have software you use that is specific to your industry, it could be adversely affected when a change is made to the problem at hand. Chances are you will not notice this problem until well after you have finished your conversation with customer service.
It May Only Be a Temporary Fix
So, you’ve wasted most of the day dealing with the manufacturer’s customer service desk, but the problem has been fixed.
It was worth it, right?
The next morning you go back to your computer ready to work. Turn it on. And…
The same problem!?!
The customer service representatives working for the manufacturer and trained only to resolve the issue at hand immediately. If the same thing happens the next day, that is considered a different problem.
You pick up the phone and start the time wasting all over again.
You Don’t Know Who You Are in Contact With
The most serious problem with calling a manufacturer is you don’t know who you’re speaking to.
First, this is not good because, as stated above, they are not familiar with your machine.
More importantly, you are giving them access to take control of your computer.
Many scam artists out there have done a great job making their website look just like your manufacturer. Even the most observant of us can be deceived by these look-a-likes.
If you allow access to the wrong person, they can do extreme damage. They can give you a virus, steal your money/identity, and even take sensitive information regarding your clients!!!
But my computer is broken! What can I do?
Do not worry, there is help.
To keep your business computing properly you need to hire help desk support.
Having an IT support company providing you remote assistance can remedy all time wasters listed above.
First off, since you are paying someone you will be readier to use them. You wont waste the time trying to do it yourself. You will also skip the wait time and repeated steps that come with getting the manufacturer up to speed.
Additionally, your help desk will know your machine and take precautions, so their fix will not adversely affect your personalized set up.
They will also check up on the problem to make sure the fix is permanent. You are their client, so they will do the extra work to make you happy instead of just trying to get to the next call.
Lastly, you trust them. Not only can you check to make sure they are reputable, but you can (and should) get to know them. Building relationships means building trust, and this is perhaps the most important way to maintain and secure the computers you rely on so heavily.
Please feel free to share your horror stories from times you have had to deal with a manufacturer in the comments below. If you have any questions, please feel free to contact us at firstname.lastname@example.org.
Jason does the Marketing and Sales for Priority IT Works. In addition to the Blog he assists with customer satisfaction and website design.