WSI Computer Assistance

TECH TIPS

Customer Service Calls

JULY 2008

Most of us have had to call customer service for a device at one time or another. We generally get someone with a heavy accent that seems to ask us basic questions, usually after being on hold for some extended length of time.

Let me give you some hints to make the call easier (or at least more bearable).

First, get comfortable! Chances are you will be on hold for a while before you get someone on the line.

Try to avoid calling on Mondays or Fridays. The worst time to call is a Monday morning, that's when they are busiest. If a call center is open 24 hours, and many are, I like to call late in the day. Late night actually works well, because they seem to be less busy – this may not always work, but it's worth a try.

Make certain that the item you are calling about is on if possible and you can get to it easily. This way when they ask you to do something you can easily try it. If the company has an online chat help system, this is easier sometimes, since you do not have to worry about a heavy accent. Of course if the computer is down this method will not work, but for some peripherals you can use this method.

Try the obvious before calling. Is the plug in, did you reseat the cable and so on. When you do get a person either on the telephone or on chat, tell them what the problem is and what you have already done. Saying, "I tried everything already" tells them nothing and forces them to start with the basics, usually aggravating you further and wasting your time. By telling them upfront what you have done, although due to their script they may ask the same thing again, they will tend to "believe you" when you say you did it already. If you wait until they ask you to try something before telling them it was already tried, the customer service person often will not believe you and you wind up having to do the same items again.

If you do have trouble understanding the person on the telephone, ask for someone else or just call back.

Most importantly – be patient! Yelling and screaming often gets you no where and just raises your blood pressure. Save the yelling for the 2nd or 3rd call, give the person a chance. It may take a while, but they often really do help fix things. Be prepared – you will be on the telephone for a while, relax, get comfortable, get a drink, whatever it takes.

Preserve Memories with your PC!

JUNE 2008

Many of us have old photos and old slides. You may have tons of slide trays, photo albums or just boxes of loose photos or slides. Over time these memories deteriorate. In other cases they are buried in attics and basements, never to be seen.

First and foremost, these pictures can be scanned into your computer in seconds at very little expense. Before these irreplaceable memories deteriorate beyond recognition, you should scan them into your computer. If they are printed pictures, any All in One printer that comes with a built in flat bed scanner can scan them. If they have started to deteriorate, often simple retouching - a lot of it automated - can restore the photos to their original or near original beauty. In some cases they may look better then the original. Now they are safely stored on your system.

In the case of slides or negatives, there are many flat bed scanners (even some All in One Printers) that can scan these. Once more, they can be retouched if repair is needed.

These photos can even be placed on DVDs so that you can watch them as a slide show on your television from your DVD player. Do not forget to back these pictures up now that you have gone thru the trouble of scanning them, either to a DVD or an external hard drive. For added security, you may want to make extra copies and send them to a relative. This way you not only share the memories but are also maintaining an offsite backup in case of a disaster.

Destroy Old Computer Information!

MAY 2008

Many people are thinking of getting a new computer now. Once they get the new system, some people copy files and documents from there old system to the new one.

What you need to keep in mind is, the information is still on the old computer! This information can be anything from old pictures to personal information.

Deleting these files from the old system DOES NOT permanently delete this information.

Simple shareware programs that are readily available can be used to retrieve these files. Identity theft is rampant and these old systems are a key source for this information. The information ranges from simple names and birthdates to social security numbers, driver's license numbers and credit card numbers. Dropping the old system at the local landfill for recycling may be good for the environment, but if your hard drive is still in the system, the personal information can easily be stolen. A special program that overwrites the deleted files many times is one method, although time consuming.

A local business, Back Thru the Future, will destroy the hard drive for a small fee. Another method is to drill holes through the hard drive to render it unusable (although I'm sure the government has ways to get past that also).

The bottom line is, the drive should be removed from the computer before you dispose of the system. Even if the computer will not start, the information may still be retrievable.

One more item, if you are using CD's or DVD's as backup methods, remember if you wish to discard the old ones after creating new backups, the old CD or DVD needs to be destroyed as well. Just as you might use a paper shredder for old documents you need to destroy old CD's and DVD's if they contain personal information.

Power Protection for your Computer

APRIL 2008

There are two types of power protection available for your computer equipment: Surge Protector and UPS or Battery Backup.

A Surge Protector will help to protect your equipment from power surges or spikes. A UPS or Battery Backup will keep your equipment running if power goes out for a short amount of time, enough for you to properly shut the computer and they have built in Surge Protection. The other benefit of a UPS is in case of is a brownout or power dip, it can handle that as well for a short time by switching to battery power. Many UPS's have software and a cable that connects it to your computer to shut the computer down automatically if there is a power failure.

Not all power strips have Surge Protection. All of your computer equipment should be plugged into a Surge Protector. The Surge Protector should have a light indicating the protection is working. If the Surge Protector is damaged by an electrical spike, the light or lack of, indicates that it is no longer protecting your equipment. The Surge Protector may continue to act as a power strip without protection. Check for this light regularly, particularly after an electrical storm.

The UPS Battery Backup is used for the computer, not printers as they use too much power. UPS's generally have surge only outlets to handle printers.

Lastly, if your UPS is over 5 years old, the batteries should be replaced if possible or the entire UPS if they are not replaceable. Old batteries may not have sufficient standby power for your computer.