In today's society and workplace, people rely on their computer almost more than anything else. These machines manage calendars, bank information, company information and all other personal (digital) data. These systems drive the operations in any office. When a system becomes so vast and important, it goes without saying that the consumer needs to be able to efficiently operate and, in some situations, troubleshoot computer issues arising from their systems. IT services have their place because of this. Like a mechanic, IT support personnel are there to repair and help with any computer issues that may arise. However, extreme (and often comical) situations come up when an end user is clueless on how to operate their equipment. You wouldn't ask a mechanic, on the spot, without an invoice, to list all the steps to turn on your car and roll down the windows? This seems ludicrous. But when some people sit down at their computers, they feel that their IT support is required to teach them how to use the system from the ground up. How to turn it on and off. How to use a particular piece of software. How to plug in a USB cable. And so clients call their repair office, day in and out, and expect immediate support. This support is often simply instructions on how to USE the computer, not troubleshoot, and these people are often short, angry and rude. These emotions occur because instead of understanding due process for operating something, it (computer) is expected to be completely self sufficient and perfectly intuitive to operate.
Let's say I, the technician, offer an operating system re install to fix a "dead" computer, or one that is operating so poorly that it is not usable. The client gets the completely refurbished operating system, as well as their data properly replaced in its corresponding folders. Perhaps, upon using the computer, they realize they can't write PDFs anymore (no software). The client calls, frustrated that the computer isn't the same as before. I advise to install said software, client becomes angry that it wasn't installed. Not only was it not requested, certain software requires a license and costs money. No disc? Not the IT person's fault. No free solutions available? Not IT's fault. Wasn't explicitly explained before the process was started? This is tantamount to getting a transmission in a car serviced, wondering why the clutch may still feel loose (clutch wasn't serviced, transmission was), and expecting the mechanic to give a dissertation on drive-train engineering before the repairs began. The proper way to deal with this would be to realize clutch and transmission are separate (like Operating System and additional software), and instead of getting irritated (due to lack of previous knowledge), use this information to better expand one's knowledge of the system's being used every day. Furthermore, imagine a wireless adapter fails on a notebook. There is also a previous issue on the computer: failing hard drive. Even though this issue is not always recognizable to the end user on the surface, it is a very pressing failure. IT may inform one that the hard drive is failed, as well as the wireless card. Client may respond, "But it works fine except for the internet, why do I have to pay this much more now?" This is like having your oil changed, the mechanic finding metal shavings in the oil pan, and suggesting the pistons in the engine need service, or risk disaster. One must understand the separate systems, and realize that the computer system, like a car, relies on multiple interlocked devices to work. These all need to be in functioning order and tuned to be performing properly. One broken link in the chain can cause so many additional problems. In essence: be patient with your IT support, as they are very patient with you (or should be), and take steps to learn your computer instead of blindly using. This will save time, money and stress in the future!
If you live in Downtown Los Angeles, support your local onsite computer repair services. You will get better & faster service than from companies like the Geek Squad and you will keep the money in L.A. We recommend Downtown Los Angeles Computer Services, an all-around great family-owned business serving our county for over a decade. For more information,
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