By Jonathan B. Cox, The News & Observer, Raleigh, N.C. Knight Ridder/Tribune Business News
Dec. 27--The gifts are unwrapped and stockings unstuffed.
It's time for a long afternoon of fun with all the new gadgets littering your living room.
Unless, of course, the computer won't start, the digital camera demands a software driver or the cell phone sulks in silence. Then it's just time for a long afternoon.
Getting technical support on Christmas Day can be tricky. Many local technicians take the day off.
"I don't think anybody expects anybody to be working," said Richard Gidwitz, who runs the Richard Gidwitz On Site Computer Service from Butner.
And the neighbor's tech-savvy child likely will be playing with her own new toys.
Chuck J. Galantis, owner of Computer House Calls by Chuck, can help folks in the Clayton area, though not until after 5 p.m. "I have a 2-year old, so I have to do my Santa Claus thing," he said.
But don't fret. For those determined to solve technical glitches today, there is hope.
Computer and electronics manufacturers such as Gateway and Palm and national tech support hotlines have armies of workers standing by to tame the wires and devices that are taunting you.
"We're definitely anticipating a very busy day," said Daniel M. Sullivan, president of Speak With a Geek in San Diego, a year-old company that offers advice on a variety of products including personal digital assistants and about 2,000 software titles. Users are supposed to pay $34.95 for a monthlong subscription, but the company is offering a free five-day trial as "a Christmas present," Sullivan said.
Speak With a Geek resolves, on average, 1,000 issues a day and says no question is too tough. Once, a culinary student called to find out how to print a picture so it could be eaten. The company researched the matter and found an edible rice paper compatible with most popular printers. It even reviewed information about the ink to ensure it wasn't toxic.
"It does take a lot to surprise us, for us to say we don't know," Sullivan said.
Most questions on Christmas Day are far easier to answer.
"It's basically, `I got this device and I'm having difficulty,' " said Samuel Cho, senior director for global service and support at Palm, the Milpitas, Calif.-based company that makes the handheld computers known as personal digital assistants.
Callers are perplexed by myriad connections for digital cameras, printers and the like, software prompts that request a response and, in the case of cell phones, setting up voice mail.
"There's a lot of confusion," said Star King, director of customer service at Poway, Calif.-based Gateway, the third-largest U.S. maker of personal computers.
She advises customers to call no matter how simple an inquiry might seem. To illustrate, she recounts a call taken by a technician 12 years ago. A worried customer reported that his computer sat frozen waiting for him to press "any" key. He couldn't find it.
"There is no dumb question," King said. "If they truly are confused, the worst thing they could do is not call."
Gateway begins planning for the Christmas holiday in October and staffs its call centers based on historical trends, putting about 10 percent more workers on at this time of year. King said customers shouldn't have a problem getting help, though hold times later in the day might reach two minutes.
Dell Computer, the world's largest maker of personal computers, will be staffed appropriately, spokesman Venancio Figueroa said.
Palm has increased its staff for the holidays by 15 percent to 18 percent. Cho said the company, which will provide technical help from 11 a.m. to 6 p.m. on Christmas, doesn't expect a big spike.
Dec. 26 is a different story.
"Truly the busiest day for technical support is the day after Christmas," Gateway's King said. "It's similar to the day after Thanksgiving in the retail world."
Call volumes usually remain high through January as customers continue to play with their new gifts and find new questions. That makes Christmas Day one of the best times to call.
And even though support representatives are working on the biggest holiday of the year, they should be in good spirits. Most large manufacturers and service providers such as Alltel, one of the largest mobile-phone companies in the Southeast, ask for volunteers instead of assigning people to work that day. The companies also typically provide food and music to keep the atmosphere light.
If you don't want to wait on hold, you can try e-mail or the Web. Many companies provide tutorials for frequent questions on their Internet sites and others, such as Palm, answer e-mail. Waiting for a reply to e-mail will likely take longer than waiting to speak to tech support, though.
For people who need a more personal touch, a handful of local technicians will be available. Mike W. Barskile, owner of Computer Service and Repair in Garner, says he could get seven or eight calls and will work until he gets tired.
"It's not a big day, but it's worthwhile," he said. He declined to provide specific rates, but said prices will be higher because it's a holiday. He serves Wake and Johnston counties.
Lynda L. Prediger, owner of A Woman's Touch Computer Support in Cary, expects few inquiries, but she'll take them.
"That might be kind of fun, working on Christmas day," Prediger said. "People would be in good spirits."
She charges at least $50 for a home visit, and prices rise depending on how far she travels.
So how do people react when they get assistance on Christmas?
" `Thank God you're open'; `I'm so happy I found someone'; or `You're a saint,' " Barskile said.
Those who don't want to admit shortcomings to a stranger, can't stomach hold music, but don't want to give up can take advantage of one solution suggested by technicians: Read the instructions.
"I know that's hard to do," Prediger said. "We all hate to read the manual, myself included."
TRY THIS FIRST
Here are some tips to follow before calling for help:
--Read the manual. Electronics manufacturers have worked hard during the past few years to make it easier to get started with their devices. Many computer vendors, for example, include posterlike sheets with step-by-step instructions and pictures.
--Check the connections. If you have followed the directions and you're still having problems, check the cords. They have to be inserted completely and sometimes, especially with new machines, require an extra push. Don't forget the power cord when you're making your checks, either. It's important and often overlooked.
--Charge the batteries. It's tempting to pull that new cell phone or digital camera right out of the box and start playing. But such electronics with rechargeable batteries require a little patience. Most manufacturers require you to fully juice up the battery before playing. That advice can be important. A battery that isn't charged properly can have a shorter life.
--Read the prompts. When computer software asks you for an action, it often already has highlighted the response it expects you to make. Be careful. Some technicians recommend that you always click cancel unless you're absolutely certain of the results.
--Go online. If all your efforts have failed, but you're unwilling to pick up the phone, try the Internet. Many equipment makers have tutorials for their products and sections that answer frequently asked questions.
WHERE TO TURN
Here's a list of places to find help if you get into a technology bind on Christmas Day -- or any other day.
--Alltel
(800) 255-8351
www.alltel.com/customer_service
--Apple
(800) 275-2273
www.apple.com/support
--AT&T Wireless
(800) 888-7600
www.attws.com/ocs/
--Cingular
(866) 246-4852
www.cingular.com
--Compaq
(800) 652-6672
www.hp.com
--Dell
(800) 999-3355
support.dell.com
--Gateway
(800) 428-3939
support.gateway.com
--Hewlett-Packard
Printers, cameras, home computers and laptops: (208) 323-2551; monitors, business products (970) 635-1000
www.hp.com
--Microsoft
For Xbox help, (800) 469-9269. For software questions and other issues:
support.microsoft.com/holiday
--Nintendo
(800) 255-3700
repair@noa.nintendo.com
www.nintendo.com
--Palm
(847) 262-7256
support@palm.com
www.palm.com/support
--Sony
(800) 222-7669
www.sony.com/support
--Verizon Wireless
(800) 256-4646
www.vzw.com
--Speak With a Geek
(866) 993-4357
$34.95 for month membership; five-day free trial with a credit card
www.speakwithageek.com
--Ask Dr. Tech
(800) 275-3783
$89 for year membership
www.askdrtech.com
--888 Geek Help
(888) 433-5435
Charges $1 a minute
www.geekhelp.com
--Computer Service and Repair
Mike W. Barskile
772-3959
Charges hourly and fixed rates. Surcharge for holiday help. Serves Wake and Johnston counties.
--A Woman's Touch Computer Support
Lynda L. Prediger
677-1987
Charges at least $50; rates vary depending on where she must travel.
--Computer House Calls by Chuck
Chuck J. Galantis
553-8419 or 868-7902
Available from 5 to 11 p.m. Christmas day in the Clayton area. Charges a minimum $50 and each hour after the first is $30.
--Computer Troubleshooters
Jason C. Barber
451-5468
Serves Northeast Raleigh. Charges $30 for the first half hour, the minimum charge, and $20 for each additional half hour.
To see more of The News & Observer, or to subscribe to the newspaper, go to http://www.newsobserver.com.
(c) 2002, The News & Observer, Raleigh, N.C. Distributed by Knight Ridder/Tribune Business News.
GTW, PALM, DELL,
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