Here's our Hardware Tip for.. January 26, 2001
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Service and Support Tips--Part 5 of 6
When you do finally connect with a technical support staff person, describe the details of your problem and all the steps you've taken to resolve it. This has two effects: First, it lets the technician know what you've already tried so he or she won't cover the same ground. Also, it informs the technician about your level of expertise.

There is nothing more frustrating than having a technician talk down to you about computers when you've been using them for years. If you are an experienced PC user and you communicate this to the technician, you may find the quality of support quickly rises to a more sophisticated level. Instead of holding your hand over every step ("Click the button marked Start"), the technician might just give you a quick list of possible diagnoses and the remedies to try.