Although even regular staffing levels are far higher than the legendary year Disney left one help-desk staffer on duty Christmas Day, companies are increasingly funneling users to online solutions instead of voice contact. Online help is far less expensive than paying a human to talk you through your problems. The trend is more online tech support, downloading files, chat rooms, e-mail and posting questions. While most hardware makers anticipate that machines sold after 1997 won't encounter Y2K problems, they are building up their support for Dec. 30 to Jan. 5. Compaq also has a dedicated Y2K Information Center, which has been running for six months.
Customers seeking aid also can turn to Web resources other than manufacturers.
Some companies are attempting to fix troubles with software solutions. Despite the plethora of non-human solutions, the largest number of people still pick up the phone. And with good reason. Of those who got an answer to an online question, nearly three-quarters said the information didn't solve the problem. Thus, the best overall tool when confronted with a problem remains your common sense.