We all hate tech support. And unfortunately, sometimes even geeks have to call tech support, usually if they want to return a product. These tips will help make your next tech support call easier and hassle-free.

1.    Bypass Automated Tech Support
Sometimes when I call my ISP to inquire about downtime, they will set up an automated support system to deter the heavy increase in callers due to an outage. Fortunately, there’s a way to get around this system! Since there are people with disabilities or people who just don’t understand automated support systems, companies must provide a way to get support from a real person. I’ve found yelling “Help!” in the phone works very well (note you may have to do this 3 or more times). If help doesn’t get you a real person, make up a word and use it.

2.    Be Polite
This is very important. When your support person answers, ask them how they are doing. Share a few jokes during your support call. Just don’t be mean! If you are nice, the tech support person will be more willing to go the extra mile to help you. It’s much easier to deal with someone who is happy than someone who isn’t.
3.    Be Clear and Detailed
Be clear about what you say. Back up any ideas about the problem’s cause with facts. For example, say you know your hard drive is dead and you are calling Dell to get it replaced. The tech support person will probably want you to reinstall Windows and run diagnostics before replacing anything, but you know for sure your hard drive is dead. Instead of simply saying, “My hard drive died. I want a new one,” you should say “I started up my computer this morning and heard a loud grinding noise from my hard drive. When my PC started to boot Windows, it froze. These are common symptoms of a hard drive failure and I think my hard drive is dead.”

4. Don’t Mention Anything You’ve Already Done to Solve the Problem!
While this may save time, it’s also a good excuse for the company to void your warranty.

5. Write Down the Names and Extensions of Everyone You Talk To
When getting shuffled from person to person, it can be easy to forget what so and so promised you. For example, say your call was transferred, you were promised a new hard drive by the previous tech support person, but the guy you’re talking to now has no clue what you’re talking about! Instead of saying, “The guy I talked to a minute ago promised me a new hard drive.” say “Cathy at extension 7942 promised me a new hard drive to fix my computer problem and transferred me so you could dispatch it to me.”

6. Be Confident and Strong
If you sound weak, nervous, or give the impression you’re not sure if your problem is important or not, you may not get the support you deserve.  While you shouldn’t be pushy or rude, always hold your ground. Don’t hang up until you get what you called for and don’t hesitate to speak with the manager.