How to get computer help the right way

The best tool for fixing a computer often is a credit card.

The most common cause of a hopelessly messed-up computer is incompetent fixing, so it's important to understand there's no shame in taking a computer into the shop.

But if you aren't knowledgeable about computers in the first place, how do you decide where to take the computer for repairs? Here's a simple checklist to help you make the right decision.

Shops survive for a reason. While many start-ups do high-quality work, a shop or store that has been in business for five years or so is your best bet. Word gets around when a place does shoddy work or cheats the customer. The safest course is to take your computer to an established repair shop.

Reputation counts. Ask your friends if they can recommend a shop that has done good work for them. Then double-check the opinions with a Google search, using the shop's name, to see what others have said. Keep in mind that even the best repair facilities will get some negative comments. But if you see a pattern of problems, avoid adding your name to that long list of complainers. Look elsewhere.

Guarantees matter. A good shop will guarantee its work. Unless the warranty appears right on the bill or on the firm's website, ask for a printed copy. Don't worry too much if the warranty time period is relatively short. If a repair lasts for three months, it's likely the work was done right.

Hedge your bet. Always pay with a credit card. That will give you the power to challenge the charge if things aren't done right. Make sure your credit card company gives you the right to dispute charges, and then take advantage of that powerful tool.

Big isn't always better. There's nothing wrong -- and plenty right -- with some of the big computer stores that offer repair service. But don't automatically reject a repairman who works from his home. If the service meets the other criteria -- length of time in business, customer recommendations -- there's nothing wrong with trusting a one-man shop operating from a home. Spend a little extra time checking the repair person's credentials; if they check out, feel free to go ahead.

Look for certified excellence. It's a real plus when technicians have what is called A-plus certification. If nothing else, it means they regard their work as a profession. You can read about certification at www.comptia.org/certifications.

Estimates are a big deal. Insist on getting an estimate for the total bill. Obviously, a shop often will need to examine the computer before it can provide an accurate estimate. And it's not uncommon -- or unethical -- to charge for that initial examination. But you want to find a shop that will provide a binding estimate. And make sure the shop will notify you in advance if it finds additional problems that raise the bill. Understand any limits or exceptions to the estimate before agreeing to the service.

Even good shops do bad things. The best of shops will occasionally make mistakes or just have a bad day. That's where the warranty kicks in. If there are problems after the repair, politely ask that they be made right. Arrogance or anger doesn't help and often hurts. Give the shop a chance to prove that it wants to satisfy the customer. If none of that works, dispute the charge with your credit card company.

Follow those tips, and there's a good chance you'll avoid getting into a bad fix.