If you've ever purchased a new system and then had problems making something work, you know how important technical support can be. Having a problem with your notebook in the middle of the night or while you're in a foreign city can seem dire, especially if you can't get the help you need. The Windows NT Magazine Lab checked how the vendors in our Windows NT notebook roundup handled a simple technical support call (placed at 2:00 am) about how to install the proper video and sound drivers.
AST
AST bent over backwards to help. The technical support operator (I could
have opted for the automated support system) told me he wasn't too sure about
NT, but would try to help (and did). He also told me to check out the Cirrus
Logic Web site for the latest version of the video driver and provided the
Internet address.
Broadax Systems
I called Broadax, requested technical service, and was on hold for about 25
minutes. The technical support person told me to call Broadax's BBS, download
the file I needed, and follow the instructions included with the file. I asked
if Broadax had a Web site where I could get the driver, and the technician told
me I couldn't yet download from the company's site.
Compaq Computer
Compaq's answering system requested my registration number. Because I didn't
have one, I waited for assistance. An operator asked for my model and serial
numbers, assigned me a registration number, and transferred me back to the
automated system, which told me I might be charged $35 (payable by credit card)
if my problem wasn't covered by the Compaq warranty. Once I identified my
system, a technical support representative told me which files I needed and how
to download them from Compaq's Web site or BBS. I asked him whether I could call
back for help with installing the drivers after I downloaded the files, and he
told me to call Microsoft for that kind of help.
Digital Equipment
Digital is known for its technical support, and this time was no exception.
The technician who answered my questions directed me to Digital's Web site and
BBS system, where I found the latest versions of all the drivers for NT 3.51 and
4.0. He also told me which video drivers to use from the NT distribution disk.
He wasn't able to help me get the sound card going, but he resolved what he
could in a quick, professional manner and directed me to other resources.
FutureTech Systems
I called the number I had and got an answering service. The person who
answered asked whether I wanted sales. I answered that I needed technical
support. She took my name and telephone number, then told me that someone would
call me back.
I received a call about two days later. I was out of my office so the caller left a message telling me to call back. I was never able to make contact. I'll follow up with FutureTech Systems and report the results in a future issue of Windows NT Magazine.
IBM
The IBM technical support engineer I spoke to told me which documents to
retrieve from IBM's Web site and warned me that because NT wasn't pre-installed
on my system, support might cost $35 (it didn't). He told me that IBM offers
free NT support for 60 days on computer systems that come preloaded with NT. He
then reviewed IBM's support packages and the costs. He described which drivers I
needed, mentioned other utilities that I might find useful, and told me how to
download them from IBM's BBS or Web site.
Polywell Computers
Polywell's technical support message told me that the technical support
engineers were available only Monday through Friday from 7:00 am to 6:00 pm PST,
and from 9:00 am to 1:00 pm PST on Saturday. The message said I needed my
Polywell invoice or serial number and let me leave a message. I left a message
describing my problem and expected them to call me back that night. I haven't
heard back from them.
Texas Instruments
The technical support engineer who took my call told me which driver to use
and helped me go through the steps of configuring the system for both the sound
and video drivers. We had a few problems along the way, but he was very
professional and stuck with me until we had the system set up correctly.
| Technical Support Contact Info |
|
AST 800-727-1278 Web: http://www.ast.com |
|
Broadax Systems 818-442-7038 BBS: 818-279-6977 Web: http://www.bsicomputer.com |
|
Compaq Computer 800-656-6277 BBS: 713-518-1418 Web: http://www.compaq.com |
|
Digital Equipment 800-354-9000 BBS: 508-496-8800 Web: http://www.pc.digital.com |
|
FutureTech Systems 800-275-4414 Web: http://www.futuretec.com |
|
IBM 800-772-2227 BBS: 919-517-0001 Web: http://www.pc.ibm.com |
|
Polywell Computers 800-999-1278 Web: http://www.polywell.com |
|
Texas Instruments 800-848-3927 Web: http://www.ti.com |
