Where To Go For Free Support

But the better VARs can turn these problems into an opportunity by understanding where they can go for free or quality support and, in the process, develop a nice services business. For example, one of my customers signed up for Internet access with the "free" NetZero vendor. The low price was attractive, at least until the day when he could not get online. When he called technical support, he was greeted with an automated message that stated, "Live telephone technical support is available for a fee of $1.95 per minute." With no other choices, the customer surrendered his credit-card information and began a process that was not only a waste of his money, but a waste of his time as well.

Frustrated, this customer called me for help. It was a simple matter, with some basic troubleshooting, to change the phone number that NetZero was using to connect to another local dial-up number. Ultimately, he paid me less to come on-site and solve his problem than he paid for NetZero's putative support.

The good news is there are alternate ways of getting in touch with qualified people, and it won't cost you a penny. Here are some of the best places I've found to help customers in distress:

1. Internet search engines. More than likely, whatever problem you are experiencing, someone else has experienced it before you. Using a service such as Google can help, particularly by clicking the Groups tab above the search query. You'll be amazed at the sheer amount of information you will find.

2. Free support Web sites. There are many Web sites available that do nothing but help people for free (see "Something For Nothing," below). My favorite is www.protonic.com, which has volunteer technicians who are professional, accurate, clear and courteous. You are neither obligated to pay, nor are you inundated with advertising, spyware or spam e-mail.

3. If you're looking for help with a Microsoft product, you can get it for free from a volunteer Microsoft "Most Valuable Professional." Essentially, Microsoft has its own newsgroups on the Internet in which it recognizes those users who stick around to help others for at least one year with an "MVP" award. When these volunteers sign their messages "Joe Smith--Microsoft MVP," the public is under the impression they just received help from an official representative of Microsoft. Be warned, however: While most MVPs are good people, a few are jerks and there is no one to complain to at Microsoft.

4. Use the manufacturers' forums. Most manufacturers have forums on their Web sites where users can help each other and even get messages from support personnel of the company. Forums work in much the same way that newsgroups do. When you post a question, anyone can read and respond to it. Typically you need to visit the Web site again to see if anyone responded.

When using free support services, please be considerate and appreciative of those trying to help you. Remember, these people aren't getting paid to help you. They are choosing to spend their time to help you with your problem. If you don't like an answer you receive, say thank you and ask again elsewhere.

Something For Nothing
Web sites that offer free help include:

5 Star Support: www.5starsupport.com\ Microsoft Product Support Newsgroups: support.microsoft.com/newsgroups/default.aspx
PCTechBytes: www.pctechbytes.com\ Protonic.com: www.protonic.com\ SupportFreaks.com: www.supportfreaks.com\ Tech Support Guy : www.helponthe.net\ Windows Support Center: www.aumha.org

Carey Holzman ([email protected]) is a freelance writer based in Glendale, Ariz.