Until things get better, users are going to have to fend for themselves or learn some survival techniques to extract support from their PC company. Here are some tips. First, be sure you've read the manual and checked the help files. I'm not letting companies off the hook but the more people who can answer their own questions by reading the manual, the freer the lines will be for those of us who are truly befuddled. If you are having trouble getting through during business hours, try calling late at night or early in the morning.
Most major firms offer tech support around the clock.
If you can't get through to tech support, call sales or customer service. They might have a better number or may be able to have a technician call you back. You can also try sending a fax to tech support and, if they don't get back to you, send one to the company president. A friend of mine got action from a company by sending a fax to its legal council threatening to sue and depose the officers. Online forums, especially on CompuServe , are often very helpful.