Technical Support

If you've ever purchased a new system and then had problems makingsomething work, you know how important technical support can be. Having aproblem with your notebook in the middle of the night or while you're in aforeign city can seem dire, especially if you can't get the help you need. TheWindows NT Magazine Lab checked how the vendors in our Windows NTnotebook 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 couldhave opted for the automated support system) told me he wasn't too sure aboutNT, but would try to help (and did). He also told me to check out the CirrusLogic Web site for the latest version of the video driver and provided theInternet address.

Broadax Systems
I called Broadax, requested technical service, and was on hold for about 25minutes. The technical support person told me to call Broadax's BBS, downloadthe file I needed, and follow the instructions included with the file. I askedif Broadax had a Web site where I could get the driver, and the technician toldme I couldn't yet download from the company's site.

Compaq Computer
Compaq's answering system requested my registration number. Because I didn'thave one, I waited for assistance. An operator asked for my model and serialnumbers, assigned me a registration number, and transferred me back to theautomated 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 mysystem, a technical support representative told me which files I needed and howto download them from Compaq's Web site or BBS. I asked him whether I could callback for help with installing the drivers after I downloaded the files, and hetold 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 andBBS system, where I found the latest versions of all the drivers for NT 3.51 and4.0. 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 hecould 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 whoanswered asked whether I wanted sales. I answered that I needed technicalsupport. She took my name and telephone number, then told me that someone wouldcall me back.

I received a call about two days later. I was out of my office so thecaller 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 issueof Windows NT Magazine.

IBM
The IBM technical support engineer I spoke to told me which documents toretrieve from IBM's Web site and warned me that because NT wasn't pre-installedon my system, support might cost $35 (it didn't). He told me that IBM offersfree NT support for 60 days on computer systems that come preloaded with NT. Hethen reviewed IBM's support packages and the costs. He described which drivers Ineeded, mentioned other utilities that I might find useful, and told me how todownload them from IBM's BBS or Web site.

Polywell Computers
Polywell's technical support message told me that the technical supportengineers 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 myPolywell invoice or serial number and let me leave a message. I left a messagedescribing my problem and expected them to call me back that night. I haven'theard back from them.

Texas Instruments
The technical support engineer who took my call told me which driver to useand helped me go through the steps of configuring the system for both the soundand video drivers. We had a few problems along the way, but he was veryprofessional and stuck with me until we had the system set up correctly.