No matter how simple they try to make the process of installing and using a printer/scanner, very often something will go wrong. When that happens, and you can't find the answer either in the manual (assuming there is one) or on the manufacturer's Web site, you may have to end up calling technical support.
There are some ways to make sure that your experience with tech support staff is as easy and smooth as possible:
- Get It In Writing
Make sure you have all the information you need in writing and in front of you, including the product name and serial number, when you bought it, and exactly what the problem is. - Stay Calm
No matter how irritating the problem, try to remain calm and polite. The more precise and clear you can be, the easier it will be to solve your problem. (However, if the technician becomes rude, or condescending, or simply won't listen, feel free to express your displeasure in no uncertain terms.) - Accept Simple Answers
If the solution seems too simple, don't reject it out-of-hand. Sometimes, there is a very simple solution. For example, I once called tech support because my printer wasn't working properly, and it turned out that my USB cable had pulled slightly loose. I felt a bit silly -- but at least my printer was working again. - Get a Name
Ask for the technician's name immediately so that if you're disconnected, you know whom you were talking to. Also, if you find that s/he is smart and useful, you may want to keep the name for any future problems. - Go Up The Ladder
If you feel that the technician is not knowledgeable enough, or if the solutions proposed seem to be inappropriate (for example, if the technician starts suggesting you reinstall Windows), ask to speak to a supervisor. - Call Back
If you feel that you have gotten an incompetent technician, and s/he refuses to pass you up to the next level, simply hang up and call again. The next person you reach may be much more useful. - If All Else Fails
Finally, if you've tried all these tactics, and you are still not happy, bring out the big guns.- Get the name of the company's president and/or CEO, and the name of the head of support. Send an email or hardcopy letter politely but firmly expressing your displeasure with the service you've received (including a brief account of the problem).
- Send copies of the letter to the appropropriate branch of the Better Business Bureau (or contact them through their Web site), and to the office of the state Attorney General.
- Make sure that there is a cc: appended to your letters to the company -- you want them to know that you're contacting others. You may get a response from either a company representative or a support person -- but even if you don't, you'll at least know that you've made your displeasure known.
