Electronics

[gardenman]

Customer service is always a bit hit and miss. Most customer service techs know as much about a computer as the end user, they just have a Q&A solution tree to help them narrow down the problem to a most likely problem and a most likely solution. The problem with solution trees is sometimes the answer isn't yes or no or whatever other choice a consumer is given. And on occasion the solution isn't in the tree, so the tree does you no good. In some cases a consumer will answer an early question wrong and lead the tech down the wrong path.

A solution tree typically starts out easy with a question like "Does the computer turn on?" If it does then it has you move to the next question. If it doesn't it offers options to try. The next question might be "Does Windows load?" once again with options for what to do if it does or doesn't. As you work your way deeper and deeper into the tree the list of options becomes narrower and narrower until the problem is found. In theory. But, if your problem isn't in the tree, you're just wasting your time. Anyone who can read the tree questions to a consumer over the phone and click on their response is by most company's definition a tech support guy/gal. They may know a lot less about computers than you do, but they have their solution tree so they're tech support.