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1. Get a piece of paper and write down all the facts. What is the problem? What symptoms are you experiencing? When did this start happening?
2. What is your Sympatico user ID (b1xxxxxx) and your Sympatico Customer PIN? Tech support will need this information when you call. You can find this information written on the inside back cover of your software setup guide.
3. Check your setup over before you call. Reboot your computer to start off fresh. Is everything plugged in? Unplug everything and plug it back in again to make sure there aren't any bad connections. If you have spare cables, try switching cables to see if that makes a difference. Have you tried power-cycling (turn it off for 30 seconds and then on again) your modem? Have you tried resetting your modem (if it is equipped with a reset hole on the back)?
4. Before you call tech support, make sure you are sitting in front of your computer. It is difficult enough to troubleshoot a problem when you're not at the computer, let alone the tech on the other end of the line!
5. If you are upset, don't bother calling. Tech support will be less willing to assist if you are angry, and the call will be less pleasant for both you and the person at the other end of the phone. Be polite and you'll get the same treatment in return.
6. When you call tech support at 310-SURF, please listen to all the available options before making a selection. This will help direct your call in the appropriate manner. If you end up in the wrong place, (billing instead of tech support for example) you may be placed in the hold queue again and you'll have to start all over.
7. The first person you'll speak to will be a Level 1 Support Technician. The first thing to do is ask the tech for their first name (if they do not introduce themselves when they answer your call, ask for their name). Tell the technician what problem(s) you're having. Refer to your "fact sheet" for the information. If you can't understand the person you're talking to because of a heavy accent, then POLITELY ask to speak to another technician.
8. Level 1 is responsible for running all customers through a basic troubleshooting process. The maximum call length they are to have is 15 minutes. In most cases, the Level 1 Tech is not experienced in computer troubleshooting, and will be running you through a pre-defined script of troubleshooting steps. Level 1 is not allowed to suggest measures that are not in the script, so don't demand anything from them! If you followed the steps above, you'll be able to tell the tech that you've already done some of these, instead of wasting time on the phone to perform each step. This troubleshooting process, considered to be bothersome by some, is necessary to eliminate simple problems. The Level 1 Techs ensure the more experienced Level 2 techs are only working on more complex issues.
9. If the level 1 tech cannot solve your problem, you can ask that your issue be escalated to level 2. At this time, ensure that you obtain a trouble ticket number. This number will allow you to resume the troubleshooting process or inquire further if the problem persists and you have to call tech support again.
10. Make sure you are given a timeframe as to when the problem will be rectified. If the problem is not resolved by that time, call tech support back and use your trouble ticket number.
11. Do not agree to reinstall Windows or perform other drastic measures if asked. Speak to a supervisor and demand proper solutions.
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