Like most nerdy types, I went through a phase of being the family tech support guy. Back in the days when I knew a few tricks to make Windows co-operate, this was occasionally a productive use of my time. These days, it’s a complete waste of it.
So I’ve refused to take on tech support jobs for family and friends over the last couple of years. To avoid causing offense, I’ve usually just shrugged my shoulders and said in a regretful tone: “Sorry, I don’t think I’ll be able to help. I’ve not used Windows for years and I wouldn’t have a clue where to start.”
This get-out sounds even better because it’s the truth.
All that said, some friends are closer than others, and when my friend T contacted me in desperation, I couldn’t say no. I didn’t promise much, but I did say I’d go and have a look.
The computer – an old XP machine – was booted and apparently working OK when I arrived. IE was running and getting online without any trouble. That was a relief. At least I’d be able to Google for help without using my iPhone.
Trouble was, nothing else worked. No other applications were running. Nothing would launch. No Control Panel applets, no nothing. And I was helpless in this weird alien environment that I’ve been away from for so long. My brain searched for Mac things – Activity Monitor, Console, the Force Quit command – which might help me get somewhere. It was T herself who reminded me about Control-Alt-Delete. Can you believe I’d even forgotten that?
To cut a long story short, I got nowhere. A couple of hours of faffing about, two large mugs of tea, and the computer was no nearer working.
“Here’s some options,” I said to T.
- You take it to a repair shop. They fix it, probably by wiping the disk and reinstalling XP. They charge you an arm and a leg (T winces)
- We fix it ourselves; I bring round a copy of Darik’s Boot and Nuke, we nuke it, and reinstall Windows ourselves. Since I don’t know what I’m doing and haven’t installed Windows myself since, erm, Win98, there’s a very strong possibility that this will end in tears (T winces again)
- I install Ubuntu Linux on it for you (T looks at me blankly; my wife, listening in the next room, shouts out “No! Don’t let him do that T!”)
“Or,” I added, lowering my voice a bit, “I could lend you one of my old Macs for a bit. See if you like it.”
Now, I really don’t go out of my way to evangelise Macs to everyone I know. Honestly. But a lot of people know that I use Macs and write about Macs and so naturally, every time the conversation turns to computers and I’m in the room, it ends up turning to Macs. And people say to me: “Are they really any better?”
Well, you have to answer a question like that don’t you? I answer as honestly as I can. I end up sounding like a crazed fanboy, no matter how much I try not to.
(That might explain why my mum, brother, second cousin, sister-in-law and several friends have bought Macs in the last few years.)
Anyway, T said she’d sleep on it and this morning approached me again.
“I’ve got college work I have to get done,” she said. “Could I take you up on that offer of a spare Mac?”
Aha.
So my plan is made. I shall go round one evening soon with a G4 Mac mini running Leopard (it chugs a bit, but it’s ok), and I shall get her set up with all her Stuff. Turns out there’s not a lot of Stuff to set up, though, which will make life easier. She can try it for a few weeks and see what she thinks. If she likes it, she can buy one of her own.
And if she encounters problems along the way, I’ll encourage her to call me for help. Tech support for family and friends is so much less of a chore when you know a little of what you’re talking about.
Giles Turnbull is a freelance writer in England. He also writes for the Press Association and The Morning News. You can find out more at his website, and follow him on Twitter @gilest.
