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Easy PC fixes
Does this sound familiar? Your PC malfunctions, you wait (seemingly endlessly) on the phone to get help from the manufacturer's
tech-support service, only to find it can't help you fix the problem. Finally, you do what you considered doing first anyway:
You call your computer-savvy child, who calmly fixes things and then shows you how to fix it should it ever happen again.
Our latest Computer Tech Support Survey, by the Consumer Reports National Research Center, found experiences like this unnervingly common. Only 55 percent of those who contacted free support
had their problem solved. Roughly 15 percent of users with problems didn't even bother contacting the manufacturer's support
because of past bad experiences.
But when we asked more than 20,000 subscribers with computer trouble how they solved their problems with and without the manufacturer's
help, we found hope. Here are some of the highlights:
- You might be more computer-capable than you know. Fifty percent of our survey participants who tried solving their own problem,
after free tech support failed them, were able to solve it.
- Outside help can be very effective. More than 90 percent of those who skipped tech support entirely and called an independent
service at their own expense had their problem solved. Those services could typically solve problems that tech support had
failed to fix.
- You should indeed think of calling the kids first next time. More than 60 percent of those who turned to family and friends
after free support failed had their computer problem fixed.
Drawing on those survey experiences and the expertise of the computing experts at Consumer Reports, here's a step-by-step guide to help you solve common computer problems yourself, get the most from free manufacturer support,
use an outside support service if necessary, and keep your PC in top running shape.
TRY TO FIX IT Yourself
Consider these first. When trouble strikes, one of these four all-purpose computer fixes might do the trick:
- Turn off the computer and any misbehaving peripherals for a minute and restart them.
- If a printer or other device isn't working, turn it off, then disconnect and reconnect all cables securely to their proper
ports. Check the power plug, too.
- For trouble with sound, video, or printing, review the device's settings (usually in Windows' Control Panel).
- Remove recently installed hardware or software. If you are running Windows XP, use System Restore to reinstate the computer's
previous settings.
Consult guides here and online. The computer manufacturers offer online guides, but our survey showed that they helped only
about a third of the time. You might instead want to check the 11 problems and solutions in our June 2006 report on how to
fix computer problems yourself.
Next, if you're a do-it-yourselfer, try the free diagnostics at PC Pitstop ( www .pcpitstop.com ), which also runs a user-forum site and offers for-pay support.
For problems with a particular piece of software or hardware, check the FAQ and knowledge base at its manufacturer's site.
User forums and newsgroups provide a wealth of free information, often from volunteer experts who scour such sites and answer
questions. Access them from groups.google.com or groups.yahoo.com. You can also use the newsreader program in applications such as Microsoft Outlook Express for access to the tens of thousands
of free online discussion groups known collectively as Usenet.
maximize free TECH Support
If you've exhausted your own expertise and that of family and friends, it's time to consider calling tech support. But before
you do, check your coverage. At least a year's free tech support is the norm, but see whether on-site support is for hardware
repair only or includes diagnostic help. Apple offers 90 days of free phone support, after which it charges $49 per incident.
(Support is always free in person at the Genius Bars in Apple retail stores.)
If you're covered, follow these steps:
Consider the manufacturer's track record. In our June 2006 report on laptops and desktops (available to subscribers), satisfaction with tech support varies widely by manufacturer. Calling tech support is more likely to pay off with Apple
Computer, or IBM (Lenovo) for laptops, which solved, respectively, 76 and 64 percent, of problems than with low-scoring Compaq,
which solved just 38 percent of problems and typically kept customers waiting a long time before getting help.
Decide how to reach support. Phoning isn't the only way to get free support, but we found that it offered better results than the other ways. Most manufacturers
also offer help through e-mail, online chat, their Web site, or sometimes via remote control of your computer. Unfortunately,
as our survey shows, none of them worked very well. For example, half of respondents had at least one problem with phone service;
most common were a long wait and being bumped from technician to technician. Of those who e-mailed the manufacturer, 29 percent
either waited more than 48 hours for a reply or received none at all.
We also found that those we surveyed used the phone for support more frequently than they used e-mail or the Web.
Organize system information. Write down important information about your computer, such as the service code, model, and serial number, ahead of time.
Keep your receipts in the same place. Also jot down all pertinent specifications, such as the amount of memory, processor
type, and anything you've installed since you purchased the system. Keep handy all the system discs, backup discs, and software
that came with your computer.
Record what happened. Be able to tell the technician what the exact problem is, when it occurred, and what you were doing when it began. Record
error messages and what you were doing when they appeared.
Get identification. As soon as you're in touch with a technician, get his or her name or ID number, or an incident number. That way, if you're
cut off and call back, you can ask for the same person. Also immediately provide your name and phone number so that the technician
can get back to you if necessary. Keep a log of calls made, dates, and resolutions.
Try to avoid reformatting. Tech-support services often advise reformatting your hard drive when there might be less-drastic solutions. Before taking
that advice, try to check it out with a third party, such as a computer-savvy friend or relative, or even a paid professional.
If reformatting is necessary, or if you must send in or leave your PC for repairs, back up all your personal files first.
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| PAID HELP Independent tech-support services like this one above solve problems better than most computer makers' support, but they
can be expensive.
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consider Independent Support
Independent support consultants solved close to 90 percent of the problems that users in our survey brought to them after
manufacturers' support could not solve them. Such services cover computers, peripherals, operating systems, and software,
so you avoid the runarounds you often encounter with manufacturer's support.
Here's a sampling of the kinds of problems several independent services will solve and how much they charge. We have not assessed
their performance.
- PlumChoice (www.plumchoice.com) emphasizes remote-control services for hardware and software troubleshooting for $25 per 15 minutes. There's also a subscription
option that performs virus scans, spyware cleanup, and Windows Updates for $24.95 per month.
- PC Pinpoint (www.pcpinpoint.com) runs a series of diagnostic tests, then lets you solve the problem or gives a technician access via remote-control software.
It also offers e-mail, chat, and phone support. Prices are $25 per incident or $75 per year.
- PC Pitstop ( www.pcpitstop.com ), which also offers user forums and free tips, sells paid support for fees ranging from $19.95 per incident to $99 per year.
- GeeksOnTime ( www.geeksontime.com ) and Geek Squad ( www.geeksquad.com ) send someone to your home to perform any of a variety of tasks such as setup, maintenance, and repairs. You can find Geek
Squad at many Best Buy stores. On-site services from Geek Squad range from $129 to $229. GeeksOnTime starts at $89 per hour
on-site.
When choosing an independent support service, here's what to look for:
Satisfaction guaranteed. Many of these companies offer warranties for their services. For example, with a one-year subscription, if PC Pinpoint can't
solve your problem in 30 days, you'll get a full refund. PlumChoice guarantees its remote services for five days.
Certification. Ask the service provider about the certifications its tech-support personnel have. Some important certifications are CompTIA
A+ (an internationally recognized credential sponsored by the Computing Technology Industry Association); MCSE (Microsoft
Certified Systems Engineer); and MCP (Microsoft Certified Professional, which covers any of several specialty Microsoft-certified
areas). For network-related jobs, the technician should have a network certification. Also look for certifications for specific
manufacturers, such as Dell.
24/7 service. Look for a service provider that is available around the clock, especially if you are subscribing. Odds are you'll never
need service at 3 a.m., but it's nice to know that help will be there if you do. The price charged should be the same no matter
the time of day.
No minimum times. Some companies charge for a full 15 minutes when you are on the line for less. A subscription service might cost less, especially
if you think you'll be needing help again.
No travel charges. Choose an on-site tech-support service that doesn't charge for travel time. The clock should start ticking when the technician
arrives.
PREVENT future problems
Maintain your computer properly. Detailed instructions are available at ConsumerReports.org. Click on "Electronics & computers," then on "Easy fixes for computer problems."
- Empty the Recycle Bin and the temporary Internet files.
- Run Microsoft's maintenance tools: ScanDisk, Disk Cleanup, and Disk Defragmenter.
- Enable automatic Windows Updates.
- Delete unneeded items from the Windows Startup menu.
- Back up your data.
- Remove dust from vents on the case.
- Don't install software you don't need, especially from the Internet.
- Install antivirus and antispyware programs, and use a firewall.
- Turn your computer off when not in use for long periods, such as at night.
- Enable Windows XP's System Restore or install a program such as Norton GoBack from Symantec, which can return your PC to its
pre-problem state.
weigh extended support
Some manufacturers offer an extended warranty that you can buy along with a new computer, which adds premium services. For
example, Gateway offers a one-year plan for $60 that includes on-site visits for hardware repair only. Prices for a two-year
upgrade from Dell start at $50, depending on the system type. A three-year plan from Sony that includes on-site visits costs
$250.
For most brands of computer, such plans aren't worth buying. According to our survey, they didn't reduce many of the hassles
people experienced with free support, though they did solve slightly more problems. And 7 percent of those who had bought
them ended up paying an independent service to solve their problem. However, IBM (Lenovo) extended laptop support is worth
considering because it solved 75 percent of users’ problems. So are Apple's three-year AppleCare plans, since the phone support
that comes with a new Mac is free for only 90 days.
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