Start with the person or company that sold or made your device
When something goes wrong with your computer, phone, or other hardware, your first contact should be whoever you bought it from or whoever made it. If you bought a laptop from Best Buy, start there. If you built a desktop yourself from parts, contact the manufacturer of the part that's failing — the graphics card maker, the power supply maker, or whoever made the component. If you bought a phone from Verizon, Verizon is your first stop, even if the phone is made by Apple or Samsung.
The reason is straightforward: the seller or manufacturer has the most direct way to help you. They can often replace the device under warranty, send you a replacement part, or walk you through troubleshooting steps specific to what you own. They also have records of your purchase, which you will need to prove the device is still under warranty.
Have your receipt or order confirmation ready before you call or chat. If you bought the device more than a few years ago and don't have the receipt, the serial number (usually on a sticker on the device itself) can help the company look up your purchase in their system.
Key Takeaways
- Contact the company that sold you the device first — the retailer or the manufacturer — because they have your warranty information and can replace or repair the device.
- If the device is out of warranty and the manufacturer won't help, a local computer repair shop can diagnose the problem and fix it for a fee.
- For software problems (programs crashing, slow performance, viruses), contact the software maker or your device's operating system support team before paying for repairs.
- If you bought the device used or refurbished, contact the seller first to understand what warranty, if any, still applies.
- Keep your receipt, serial number, and warranty information in one place so you can find them quickly when you need support.
What to do if the manufacturer won't help
If your device is out of warranty or the manufacturer says the problem isn't their responsibility, a local computer repair shop is your next option. These are independent businesses in your area that fix computers, phones, and other devices for a fee. They can diagnose what's wrong, replace broken parts, or recover data from a failed drive.
Before you take your device in, call ahead and describe the problem. A good repair shop will tell you roughly how much diagnosis costs (usually $50 to $100) and how long it will take. Ask whether they charge for the diagnosis even if you don't go ahead with the repair. Some shops will waive the diagnosis fee if you decide to have them fix it.
Be cautious of shops that quote a price without seeing the device first or that pressure you to decide when ready. Reputable shops will give you time to think and will explain what they found and why it costs what it does.
For software problems and operating system issues
If your device is running slowly, programs are crashing, or you think you have a virus, contact the company that makes your operating system before you pay for repairs. Microsoft (for Windows), Apple (for Mac and iPhone), and Google (for Android) all offer free support for their systems.
Microsoft support is available through their website at support.microsoft.com. Apple support is at support.apple.com. Google support for Android is at support.google.com/android. You can usually chat with someone, call a phone number, or schedule a video call where a technician can see your screen and walk you through fixes.
Many software problems — a full hard drive, too many programs running at startup, outdated drivers — can be fixed without paying anyone. The operating system company's support team can often solve these in one session. If they determine the problem is a hardware failure (like a failing hard drive), they will tell you that, and then you know you need a repair shop.
When you need help with a specific program
If the problem is with one program — Photoshop won't open, Excel keeps freezing, your email client won't sync — contact the company that makes that program, not your device manufacturer. Adobe (Photoshop), Microsoft (Excel and Outlook), and Google (Gmail) all have support pages where you can search for your problem or contact someone.
Start by searching the program's help documentation or knowledge base. Most common problems — a program won't start, a file won't open, a feature isn't working — have already been solved and documented. If you can't find an answer, look for a "Contact Support" button in the program itself or on the company's website.
Have the program's version number ready (usually found in Help > About). Tell the support person exactly what you were doing when the problem happened and what error message, if any, appeared on your screen. The more specific you are, the faster they can help you.
For internet and network problems
If your internet is slow, keeps dropping, or won't connect at all, contact your internet service provider (ISP) — the company you pay for internet service. This is usually Comcast, Verizon, AT&T, or a local provider, depending on where you live.
Before you call, restart your modem and router. Unplug them, wait 30 seconds, and plug them back in. This fixes many connection problems. If that doesn't work, have your account number ready and call the number on your bill. The ISP can check whether there's an outage in your area, test your connection speed, and walk you through troubleshooting steps.
If the ISP says your connection is fine but your device is still slow, the problem is likely with your device, not your internet. In that case, contact your device manufacturer or a local repair shop.
For phones and mobile devices
If you have an iPhone, contact Apple. If you have a Samsung, Google Pixel, or other Android phone, contact the phone's manufacturer. If you bought the phone through a carrier like Verizon or AT&T, you can also contact the carrier, but they will usually direct you to the phone maker for hardware problems.
Apple support for iPhones is at support.apple.com or through the Apple Support app on your phone. Most Android manufacturers have support pages on their websites. You can also visit a carrier store (a Verizon store, AT&T store, etc.) in person if you prefer to talk face-to-face.
For water damage, cracked screens, or battery problems, the manufacturer can usually replace the part or the whole device if it's under warranty. If it's not under warranty, they can tell you the cost of repair. A local phone repair shop can often fix screens and batteries more cheaply than the manufacturer.
When you need help choosing what to buy
If you're trying to decide between devices or figure out what you need, the salesperson at a retailer (Best Buy, Costco, an Apple Store, a carrier store) can answer basic questions. They can explain the difference between models and help you pick one that fits your budget and needs.
For more detailed information — whether your old device can be upgraded instead of replaced, whether a particular device will work with your other equipment, or what specifications matter for what you want to do — a local computer repair shop or a tech-focused friend is often more helpful than a salesperson, because they don't have a commission on what you buy.
Frequently Asked Questions
What if I bought my device used or refurbished?
Contact the seller first to understand what warranty applies. If the seller offers a warranty, they are your first contact for problems. If there's no warranty or the seller won't help, contact the device manufacturer — they may still cover the device under their standard warranty if it's recent enough, even if you're not the original owner.
Do I need to pay for manufacturer support?
No. Microsoft, Apple, Google, and most major hardware makers offer free support for their products. Be cautious of websites that claim to offer "official" support but ask you to pay upfront. Go directly to the manufacturer's website to find their real support page.
What should I tell the support person to help them fix my problem faster?
Tell them the exact model of your device, when the problem started, what you were doing when it happened, and what error message appeared (if any). If you've already tried restarting the device or any troubleshooting steps, tell them that too. The more specific you are, the faster they can narrow down the cause.
Can a local repair shop fix anything a manufacturer can?
A good local repair shop can fix most hardware problems — broken screens, failed hard drives, power supply issues — and often faster and cheaper than the manufacturer. However, some newer devices are designed so that only the manufacturer can open them safely. Ask the repair shop whether they can work on your specific device before you leave it with them.
What if the problem is my fault — like I spilled water on my device?
Accidental damage is usually not covered by the standard warranty, but the manufacturer or a repair shop can still fix it for a fee. Contact the manufacturer first to see what they charge. A local repair shop may be cheaper, especially for water damage, which often requires opening the device and drying internal parts.