A Tech Support Care Package For Parents

Helping our parents or older friends break through that barrier that they think they are dumb about technology can be a tough call; when in fact they are on the same level as everyone else.  Yes, the new generation coming up is being exposed to technology like never before but that does not make them any smarter. In fact, as we progress in this age of digital technology, we are actually dumbing ourselves and our kids down to the point that someday our dependence on technology will become so strong that if it suddenly all turned “off”, we will be like zombies.

Ok, enough of Ramblin’ Rick’s theory on the digital technology age…  Today I wandered onto a site, brought to you by Google, called “Send Your Parents A Tech Support Care Package” that may be helpful in getting your parents (or older friends) to break through that fear barrier of using their computers.

Send Your Parents A Tech Support Care Package is at a very basic level and does not contain everything you need to know, but there are some interesting video tutorials that are quite good.  You will find four categories that offer an array of videos:

THE BASICS
WORLD WIDE WEB
COMMUNICATION
MEDIA
FINDING INFORMATION

What you do is fill out the form on the site, select your category and topic, choose some choice words, and send the tutorial instruction to Mom and Dad.

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GEEK BONUS AREA

Bookmark This (#45) – Sandboxie

Daily Featured Tech Site – Digital Quest

Hot Hot Hot - How To Dispose of Old Computer Equipment @ Computer How To Guide

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Geek Squeaks’ of the Week (#59)

Have you ever noticed that the world of information technology and computers is forever changing?  If you are looking for a way to keep up; then you need to book mark these sites.  Each week What’s On My PC features random (recently posted) articles (called Geek  Squeaks’) from the members of the What’s On My PC blogroll.

Internet Security Blog
Delete, Remove Virus, Malware with Norton Power Eraser Free

Canadian Tech Blogger
Free Computer (Windows) Starter Kit

TuneUp Blog about Windows
The All-in-One Configuration Tool: Windows 7’s “God Mode”

Technogran’s Tittle Tattle
Decisions decisions, which one do I choose?

Worthy Tips
BizCardCreator: Create professional looking business card absolutely free

Netbook Freeware
doPDF: Best Free PDF Creator for Netbook

I Love Free Software
5 Free Post It Notes Software

404 Tech Support
Where to Ask Your Tech Questions?

TTC Shelbyville
Create Your Own Wi-Fi Hotspot

Snakebytez
F.lux : Change Your Screen Brightness by Time of Day

Free PC Security
GeSWall Intrusion Prevention

Tech-for Everyone
How are you? (From: Sgt. Edmond Baker)

Rarst.net
Best and worse computing advice – readers’ choice

Lifehacker
Repurpose a Hanger to Tidy Long Cables

Crazy World of G
Orb

thePC Security
Computer Security Tools Download- 4 Free Tools from Microsoft

Right On Technology
FCC Details New Broadband Regulation Plan

Bill Mullins’ Weblog – Tech Thoughts
Internet: The Good, The Bad, And The Ugly

Evil Fantasy’s Blog
Download Internet Explorer 8 Optimized for Bing

411-Spyware.com
How to Remove Data Protection

What’s On My PC
The Ultimate Clock for your Windows Desktop

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Is Owning a Computer Shortening Your Lifespan?

I was recently thinking about the entire ownership process of the computer; from the time of shopping around for a PC to the time of disposing of the PC, and arrived at the conclusion that owning a computer can actually be a stressful experience that ultimately may be affecting our health and may be shortening our lifespan.

Of course I am no doctor and have no data to backup my colorful comments in this article, but I can attest from personal experience of maintaining PC’s and assisting others, that the “computer equals stress” AND that “stress equals health problems”.  I do not want to sound too negative about computer ownership to the point that it discourages you from owning a PC; but, let’s have a little fun and take a look at this process (through a scenario) and list some potential stressors that could be associated with owning a PC, then I will let you be the judge.

I encourage comments and any other stressful experiences that you may have experienced and/or should be included in this list. This list of stressors are examples only and no names are reflected to the protect the innocent; BUT, this is what can happen.

Stressful Experience #1 – Shopping around for a PC

Stressfull Experience #2 – Purchasing the PC (especially if you purchased it online)

Stressful Experience #3 – Setting up the PC.

Stressful Experience #4 – Setting up the PC and realizing you need to buy other things (e.g. printer, surge protector, external drive to backup files, etc.).

Stressful Experience #5 – Contacting Tech Support and spending an hour to talk to a tech in another country.

Stressful Experience #6 – Sending the PC back to the manufacturer due to a defect; which starts the stress process all over again when you get the PC back.

Stressful Experience #7 – Finding an Internet Service Provider and getting your PC on the internet.

Stressful Experience #8 – Starting up the PC for the first time and that “deer in the headlight look” sets in and you are being prompted to install this and buy that, etc…

Stressful Experience #9 – Your taskbar that was at the bottom of screen has now somehow moved to the top of the screen.

Stressful Experience #10 – Contacting Tech Support because of Stress Experience #9 to only hear the other tech’s laughing in the background.

Stressful Experience #11 – Your computer is finally setup and your family is now using the computer.

Stressful Experience #12 – Everyone in the family is using online services such as Facebook, MySpace, Twitter, ITunes, Babe Pics of the Day, file sharing, instant messaging, different browsers, and on and on…

Stressful Experience #13 – Computer is running slower.  Spyware and virus warnings are popping up informing you your PC is infected.  You pay with your credit card to fix the problem and the problem worsens.

Stressful Experience #14 – You contact tech support because your PC is still running slow only to learn your PC is out of its’ warranty period and you now have to pay for tech support.

Stressful Experience #15 – Tech Support informs you that the PC is beyond cleaning; that you were a victim of an online scam; that your credit card has been compromised and the only way to fix the PC is to do a recovery.

Stressful Experience  #16 – You forgot to make the recovery disks.  You buy the recovery disks through tech support.

Stressful Experience #17 – As a result of Stressful Experiences #13, #14, #15 and #16 you are now back at Stressful Experience #3.

Stressful Experience #18 – As a result of stressful experiences #1 – #17, you learn the value of maintaining your PC and securing your PC; however, you just can’t let your subscription to “Babe Pics of  the Day” go…    “What Momma doesn’t know won’t hurt her!”

Stressful Experience #19 – You have survived numerous experiences over the lifetime of your PC and it is time to get rid of it and you decide to donate it to your Church to use with their projection system.  You are happy that you survived these experiences, handed off the PC to a good cause, and now you are ready to kick back, because you now know everything about a PC.

Stressful Experience #20 – You did not remove the personal data from the PC (that you donated to the Church).  Remember “Babe Pics of the Day”; well, let me tell you…

Stressful Experience #21 – Judgment Day

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Tips to making that call to Tech Support…

One of the most stressful experiences for any computer user is when they are at that “crisis” point with their PC and they need to contact Tech Support. Often home-based users will first go through the misery of trying to locate the tech support number, then have their patience tested by the array of telephone options before they actually get to talk to someone; and, then come to find that their tech support service is outsourced outside the country where native language accents can make communicating even that more difficult.

Making that call to tech support requires planning and preparation. Follow these steps and your experience with tech support will be less stressful and you even may learn something along the way.

Many hardware issues are the result of loose cable connections and many issues in general are predominantly software and/or internet related.  Always rule these out first, prior to making that call.

Most computer manufacturers offer a one year warranty for free tech support calls (and on-site or mail-in service when need be). Make sure you are within the warranty window when making that call or you will be charged on a “per call” basis. If you are outside that warranty window, have that information clarified.  Most manufacturer’s tech support services already know how long you have owned the PC or other equipment you are calling about.

Write down the “Brand”, Brand Model”, “Model Number”, and “Serial Number” of the computer (or device) before placing that call. There is nothing more frustrating, especially after waiting to talk to someone, than having to crawl to the floor or move the computer on the desk  to find the numbers (using a flashlight and magnifying glass).

Whatever the problem you are experiencing, write down exactly what you are experiencing and/or the error codes you may be experiencing. This will make it much easier for you to explain (and read back) the situation to the tech.  Also, jot down any changes that may have occurred recently with the computer or device (e.g. installed software, uninstalled software, new device connected, etc…)

If at all possible, use a speakerphone or a portable phone that can be easily handled. Resolving the problem may require using both hands.

Clear your desk or work area so that you have room to move about. It is not uncommon for a Tech to ask you to remove a cover on a PC if it is a suspected hardware issue.

Have a pen and notepad available. The Tech may ask you to write down a phone number, web site address, provide an incident number, etc…

Be prepared for possibly long wait times; and, be prepared for the possibility of being on the phone for a long duration during the troubleshooting period with the tech.

After reaching a tech, ask them for a direct phone number to their site in the event the call is dropped.

If you are on a dial-up connection or are not connected to the internet, make sure you explain that first off. This information does have an impact on how the service tech can respond to your situation.

Be courteous and listen to the Tech… Handling tech support calls or help desk calls can be very stressful. Some of these techs handle numerous calls, one right after the other, with people who are literally in crisis mode and take their frustration out on the tech. This will absolutely get you nowhere…

At the end of your call with tech support, you will most likely be provided with an incident or event number.  It is important that you write down and keep that number in a safe place in the event you experience a reoccurrence of the problem.

As you can see there is considerable planning involved when making that tech support call.  If you have any further tips to provide, you are welcome to leave them in the comments section below.

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