Be sure to read to the end for a great resource:
We have used Net Nanny for years – even before it was known as Net Nanny and was Conflict Watch. I’ve had several opportunities to contact them and always found their tech support to be adequate, but just recently I found myself in a position where I “really, really” needed their help. I was weary and frustrated and had tried everything I knew to avoid having to call them.
I got out the phone number and steadied myself for the “wait” on the phone. There was only a small phone tree, which was easy to interpret, and I quickly got into line to wait my turn. In just a couple of minutes, the cheerful voice of a real person asked how she could help me.
She seemed knowledgeable and quickly got to the source of my problem, walked me through the parts I didn’t understand, but it didn’t fix my problem. She said she would e-mail me some instructions so I could send her information on my computer and hung up. Right! I’ve seen these instructions before. You have to be a graduate of MIT to get past the first step.
But no, her e-mail was concise and just a couple of short steps later I had sent her the information. Within an hour she called me back and we took another look at my problem. It was still a mystery why things were not working, but she suggested several options and was very patient with me as I tried to keep up with her instructions.
Long story short, she was able to resolve my issues—not real quick, but she didn’t give up and worked with me at a level and pace that I could understand and implement.
Why can’t all tech help be so… ah, helpful?
Got a computer story to tell? Good tech help? Bad tech help? — put it in the comments.
From a reader:
You mentioned Net Nanny and I wanted to share my gratitude concerning your work on promoting online child safety.
I want to suggest you share an important guide which came out last week. I found it was very thorough on child safety online:
They summarized each section with actionable items for the parent/teacher which is very helpful.
Thank you, Madeline, for sharing this valuable information with us.
Finding Joy in the Journey,
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