Meantime, carefully sleuthing a hardware problem is an effective way to avoid costly repair, especially when software and configuration issues are the cause. But don't get burned: Take the necessary safety precautions, and know when it's time to enlist outside help.
Steven J. Schuchart Jr., a former Network Computing technology editor, is an analyst for competitive intelligence firm Current Analysis. Write to him at [email protected].
Think you know your service contract? Think again. Most companies assume that signing one gives them instant service by competent and friendly people who happen to be located next door.
It's time to get real. First, understand the warranty or service contract. Know response times, parts shipment times, hours of service and technical support, and whether the package includes software/firmware/OS upgrades. This prevents manufacturers and resellers from denying you service and keeps your expectations in line with reality. Establish a relationship with not only the service person, but also the dispatcher you call.
When calling or messaging a tech-support line or service-dispatch center, maintain a polite but firm tone. Make sure you know your serial numbers and model numbers before you get on the phone. Don't raise your voice, yell or swear at anyone. That can come back to haunt you and your company when the going gets tough and you need help ASAP.
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