Computer Service….. A Foreign Language?
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By Jeffrey Livintoff
PTC Consulting
You have a new computer. You got a great deal online or at a discount membership warehouse. You have a question or a minor issue, so you go to the discount store for help. The friendly sales associate says “no problem” you can return it. You express that you just need some help. They tell you that you have to call the manufacturer.
So, you call the manufacturer, listen to about 10 menus, press another 10 buttons and presto (after 5 minutes or more), you get a live person. The friendly voice says “Hello” and you know right away that you have left the USA and are now chatting with cost effective support from India. You tell them your problem and finally you are going to get some action. Well not yet…you are not speaking to a technician; you are speaking to someone who is reading a script on a computer. The script has a list of questions that have to be answered in order, and based on how you answer the questions; you will either get a solution or more questions. The first question always asks for your name, address and phone number. The next sequence of questions asks for your email address, serial number of the computer, where did you purchase the item, and if you can you fax the receipt. The friendly voice then tells you to “Please hold for five minutes (always longer) so I can look up your information.” When the operator finally returns, you get to play helper. The first solution they usually suggests is to unplug the computer and wait two minutes. Then, plug it back in and hold the power button for one minute. If that didn’t cure the problem, open up the side of the computer and remove the memory. Now, put it back in and start the computer again. Still not working?
As you can see, the whole process is not a whole lot of fun and if you are lucky it may only take an hour of your time. Now if they cannot solve your problem, either you get transferred to a real technician or they will arrange to ship a box to your home so that you have to ship your computer for repairs on the mainland. How many people reading this article would like to have this type of service? Please raise your hand so I can get a count. I don’t see any hands. The fact is that most people don’t have the time or patience to spend on the phone trying to get support. They also don’t have the time or ambition to learn how to fix their own computer problems. Computer owners often expect to just turn it on and it better work right. What most people don’t realize is that computers are just like cars in a way. They need maintenance. They get slow and sluggish after a while and that can be caused by viruses, spywares, corrupted files, failing hardware, etc.
Our solution to this problem is to visit PTC Consulting and talk to one of our staff members. Our salespeople are technicians and they are very good at solving problems. Whether you have a question, stubborn programs, or a computer that needs repair, PTC is your one stop computer store. We stock all the parts you need to build and repair computers. We are also a Dell Partner and have great deals on laptops and desktops in stock now. PTC specializes in building custom built computers, servers and the best game machines you can buy anywhere. Our custom built computers have a free one year warranty and can be quickly repaired here locally. We now have two stores to serve you. Our Honolulu store has served our customers since 1997. Our new store is located in Pearl City on Kaahumanu Street in the Times Shopping Center. We offer curbside assistance at both locations, helping you unload your computer from your car. We’re open every day including Saturday & Sunday till 6PM for your convenience. Our prices rival the big box stores and discount warehouses. We have it all—great prices on desktops, laptops and parts, but more importantly the most experienced staff and technicians on the island. We are the most recommended computer store in Hawaii, just ask your friends.
Mahalo for the last twelve years, It’s been our pleasure. ENGLISH SPOKEN HERE!
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