Start with the company that made or sold your device
The first person to contact is almost always the manufacturer or the retailer where you bought the device. If you own an iPhone, contact Apple. If you bought a laptop from Best Buy, start there — they often handle warranty issues faster than going directly to the manufacturer. If you built a PC yourself or bought it from a local shop, contact the component maker (Intel, AMD, NVIDIA) or the shop that sold it to you.
Most manufacturers have phone numbers, live chat, and email support listed on their websites. Look for a "Support" or "Contact Us" link. Have your device serial number, proof of purchase, and a description of the problem ready before you call. Many companies offer phone support during business hours and chat support around the clock.
If your device is still under warranty, the manufacturer will usually repair or replace it at no cost. If the warranty has expired, they will tell you the repair cost before proceeding. Some retailers offer extended warranties or protection plans that cover accidental damage — check your receipt or account to see what you purchased.
Key Takeaways
- Contact the manufacturer or retailer first — they handle most tech problems and can tell you whether your device is still under warranty.
- Have your serial number, proof of purchase, and a clear description of the problem ready before you call or chat.
- If the manufacturer cannot help, contact your internet service provider if the problem involves your connection, or your software maker if it involves a specific program.
- For problems with accounts, passwords, or data recovery, contact the company that runs the service (Google, Microsoft, Apple, Amazon) rather than your device maker.
- If you bought the device from a retailer, they may offer faster service than the manufacturer, especially if the device is new.
Contact your internet service provider for connection problems
If your internet is slow, drops frequently, or does not work at all, call your internet service provider (ISP) — the company you pay for broadband service. Common ISPs include Comcast, Verizon, AT&T, Charter, and local providers depending on where you live. Your ISP can run diagnostics on your connection from their end and tell you whether the problem is with your modem, router, or their network.
Before you call, restart your modem and router by unplugging them for 30 seconds, then plugging them back in. If that does not fix the problem, have your account number ready and describe what you see — for example, "the internet cuts out every 10 minutes" or "I can connect but pages load very slowly." The ISP will ask you to check cables, restart devices, and may send a technician to your home if the problem is on their side.
If you rent your modem from the ISP, they will replace it at no cost if it is faulty. If you own your modem, the ISP can tell you whether it is compatible with their network and whether it needs to be replaced.
Contact the software maker if a program crashes or behaves oddly
If a specific program — like Microsoft Word, Adobe Photoshop, or a web browser — crashes, freezes, or does not work as expected, contact the company that makes that software. Microsoft supports Word and Windows. Adobe supports Photoshop and Acrobat. Google supports Chrome and Gmail. Apple supports Safari and macOS.
Most software makers have support pages on their websites with troubleshooting guides, known issues, and contact information. Start by searching "[program name] support" in your web browser. Many companies offer free support for recent versions and paid support for older ones. If you use the software through work or school, your organization's IT department may provide support instead.
Before contacting support, note which version of the software you are using (usually found in "About" or "Help" menu), what operating system you have (Windows, macOS, iOS, Android), and the exact steps that cause the problem. This information helps the support team reproduce the issue and find a solution faster.
Contact the service provider for account and password problems
If you cannot log into your email, social media, cloud storage, or other online account, contact the company that runs that service directly. If you cannot access your Gmail account, contact Google. If you cannot access your Microsoft account, contact Microsoft. If you cannot access your Amazon account, contact Amazon.
Do not contact your device maker or ISP for account problems — they cannot reset your password or recover your data. Go to the service's website and look for "Help," "Support," or "Forgot Password." Most services let you reset your password by answering security questions or receiving a code via email or text message. If you cannot access the email or phone number linked to your account, the service will ask you to verify your identity through other means, such as a recovery email address or backup codes you saved earlier.
If you think your account has been hacked, change your password immediately from a different device, turn on two-factor authentication if available, and review your account activity for unauthorized access. Report the incident to the service provider through their security or abuse reporting page.
Contact your device's operating system maker for system-level problems
If your computer or phone is running slowly, will not start up, has a virus or malware, or has problems with the operating system itself, contact the maker of that operating system. For Windows computers, contact Microsoft. For Mac computers, contact Apple. For iPhones and iPads, contact Apple. For Android phones, contact Google or your phone's manufacturer (Samsung, Google Pixel, OnePlus, etc.).
Operating system problems often require a technician to look at your device in person. Apple has Apple Stores in most cities. Microsoft partners with Best Buy and other retailers for in-store support. For Android phones, visit a carrier store (Verizon, AT&T, T-Mobile) or the phone maker's service center. Many of these places offer free diagnostics and can schedule repairs on the spot.
If you suspect malware or a virus, do not ignore it — contact support right away. Do not download antivirus software from pop-up ads or unknown websites, as these are often scams. Stick to well-known antivirus makers like Norton, McAfee, or Kaspersky, or use the built-in security tools in Windows Defender (Windows) or XProtect (macOS).
Contact your retailer if the device is new or recently purchased
If you bought a device within the last 30 days and it does not work, contact the retailer first. Best Buy, Amazon, Walmart, and other major retailers often replace defective devices faster than manufacturers do. They may not require you to pay for shipping or wait for a repair — they may simply swap it for a new one.
Have your receipt or order confirmation ready. If you bought the device in a store, you can return to that location with the device and receipt. If you bought it online, the retailer will provide a return shipping label and process a replacement or refund once they receive the defective device.
After 30 days, the manufacturer's warranty takes over. At that point, contact the manufacturer directly or return to the retailer if they offer an extended warranty or protection plan.
Contact a local repair shop if the manufacturer cannot help
If the manufacturer says the device cannot be repaired, the repair cost is too high, or you want a faster solution, a local independent repair shop may be an option. Search "[device type] repair near me" to find shops in your area. Call ahead and describe the problem — they can tell you whether they can fix it and how much it will cost.
Independent repair shops often charge less than manufacturers and can complete repairs in days rather than weeks. However, they may not have the exact parts in stock, and repairs done outside the manufacturer may void any remaining warranty. Ask the shop whether they use original parts or third-party replacements, and whether they offer a warranty on their work.
Be cautious of shops that pressure you to repair something you did not ask about or that quote prices significantly higher or lower than others. Get a written estimate before authorizing any work.
Frequently Asked Questions
What should I do if I cannot find a phone number or email for the company I need to contact?
Search "[company name] support" or "[company name] contact us" in your web browser. Most companies list support options on their websites. If you cannot find anything, try searching the company name plus "phone number" or "live chat." Be careful not to click on ads — go directly to the official company website, not a third-party support site.
Do I have to pay for technical support?
Support is usually free if your device is under warranty or if the problem is caused by a defect. If your device is out of warranty and the problem is caused by accidental damage or normal wear, the manufacturer may charge a repair fee. Some companies offer paid support plans that cover out-of-warranty repairs. Ask about the cost before authorizing any work.
What if I bought my device used or secondhand?
Contact the manufacturer and explain that you bought the device used. They will tell you whether the device is still under warranty and what support is available. Some manufacturers honor the original warranty even for secondhand devices, while others only support the original owner. If the device is out of warranty, you can still pay for repairs, or contact a local repair shop for a potentially lower cost.
How long does it usually take to get a repair or replacement?
Retailer replacements often happen within days if the device is new. Manufacturer repairs typically take two to four weeks, depending on how busy they are and whether they have parts in stock. Local repair shops may complete repairs in one to three days. Ask for an estimated timeline when you contact support.
What if the company tells me the problem is not covered by warranty?
Ask them to explain why — whether it is because the device is out of warranty, the damage is accidental, or the problem is not a defect. If you disagree, ask to speak with a supervisor or escalate your case. You can also contact the retailer where you bought the device to see whether they offer additional protection or can help resolve the dispute.