5 Critical Tech Support Questions You're Not Asking
Written by Staff Writer • Posted on Feb 22, 2016
Sadly, tech support is often viewed as a necessary nuisance. It is frustrating enough not to be able to fix computer problems on your own, but when getting tech support causes more headaches, it's even worse! Luckily, if you ask the right questions first, you can avoid making painful mistakes.
Here's a short list of the 5 critical tech support questions you really should be asking.
What's the Price Tag?
Tech support is a service, and the people who work to fix your computer deserve to be paid for their time. How much is reasonable, though? There doesn't seem to be a real consensus.
Big-name companies typically charge fixed rates, which means you'll pay more than you should for simple problems.
Freelance tech support varies in price depending on the individual and their expertise, which makes providers hard to compare.
Then there are forums and websites offering tech support advice for free. These forums are typically for DIY tech support, however.
Being caught between paying high service costs or shouldering the full risk of computer repair yourself is a headache. The best solution is to find a reliable company or provider that you can afford and stick with them.
Are You Legitimate?
Scammers and identity thieves masquerade online as banks and finance companies. In the last few years, they've added tech support and anti-virus scams to their repertoire. According to this Malwarebytes report, fraudulent tech support and virus protection scams have become a million-dollar industry both in India and the U.S.
These scams give a bad name to companies like Bask who rely on remote access software for quick, worldwide tech support. We combat this by using high-level security to protect data, sharing content that alerts our readers, and reporting fraudulent uses of our name. Consumers can help by reporting scams to the FTC. Relieving this migraine takes vigilant effort, but it is important work.
Do I Want Data Backup with My Virus Removal?
Like many tech support firms, we aren't satisfied with just being a computer emergency room. We want to help cover as many persistent concerns as possible: malware protection, file backup, and firewalls, for example. These methods prevent problems before they even start, by blocking hackers and thieves from ever getting into your computer to cause havoc in the first place.
Unfortunately, most of us only think to look up tech support when there's a problem. As a result, we're often offered extra perks and subscriptions before the technician gets to work. But when you're in the middle of a stressful situation, it's difficult to evaluate the benefits of long-term plans.
Research is the best relief to this potential headache. Tech companies who are transparent on their websites about memberships and partnerships are the easiest to deal with, because all the information you need is right there. You can even find a plan that covers repair, protection and backup all in one convenient bundle!
These plans will save you money in the long run, because you'll run into fewer problems and pay less to fix them.
Hey, Did I Call Long Distance?
Outsourcing is a major controversy in any industry, and tech support feels the worst of it. You know the stereotype: you call for assistance and get transferred to someone who might have poor English skills, an accent thicker than molasses, no actual knowledge about your problem, or a combination of all the above. When that happens, your headache may become too much to handle, so you give up. If tech support really wants to help, why would they outsource like that?
When the person on the phone is easy to understand, tech-savvy, and accountable for knowing their product, it matters less where they are located. But it's much easier to hire and train qualified technicians when the company sources them locally. For the best results, search for a company with U.S.-based technicians.
Are You Qualified & Pleasant to Work With?
Even if you do get connected to a local tech who speaks your language, the experience still might not be ideal. Many tech support companies hold their employees to a strict standard of behavior during calls that can make them come across as unfeeling robots. Worse still, you may get someone who bungles the repair or leaves behind unwanted software when they disconnect. There's really no worse headache than not getting the assistance you asked for, or feeling like a nuisance for calling.
While we all accept that accidents happen and not every computer problem can be repaired over the phone, finding a company with high service standards for its experts helps the headache immensely. 100% satisfaction guarantees are a must. And for us, it also helps not to make our Technology Advisors stick to scripts or time limits!
Even tech support agents are human, just as subject to having bad days and bad attitudes as the rest of us. It's totally reasonable to expect a gracious demeanor and sufficient skill to do the job, though. You can get a good feel for what it's like to use a company by reading their online reviews before you call.
Tech support can be inconvenient, but it doesn't have to be. If you come into the process with open eyes, you can score an affordable support plan with friendly, savvy technicians who do their best to protect and repair your technology. Take a look around and see what you can find--and please, consider a Bask membership in your search. We'd be thrilled to serve you!
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