Seek help online when user manuals fail

When Rasika Singh was gifted an Apple iPod MP3 player from her cousin overseas she was ecstatic. Once her excitement died down she realised she didn't know the function of a few buttons.

Shailesh M was presented with a brand new Nokia cell phone with a camera from his girlfriend studying in the UK. He spent hours figuring out how to send his photograph to her via email from the phone.

But both Rasika and Shailesh then did the smart thing. They went online, found relevant product support groups and posted their problems. Within hours they were flooded with helpful hints and suggestions.

If you are in the same boat and that weighty product manual isn't solving your problem or the company helpline is constantly busy, the smarter solution might be to get online.

Jeremy Brooks, owner of two iPods since April, is a part of this support group online. He says: "It is sad that so many technology products are all about marketing and not enough support. There's no denying that Apple has made a nice product but their support leaves a lot to be desired."

Many product companies have their official community sites. For example Royal Enfield has a section just for bullet enthusiasts. Palm offers a community area for the m505 Handheld. Microsoft has links to their online communities for all their products and technologies. The My Wizard site is built totally around Sharp organisers. While Howardsforum.com  discusses all kinds of cell phones.

However, users of these and hundreds of other products prefer to get online and form their own groups and discussion forums. For Daman Sidhu, a Royal Enfield Bullet owner, the support group online helped him learn about the nitty-gritties of the bike. A 100-strong community built around bikes from the Enfield stable, their online activities complement their offline ones. From technical information, tips and tricks to details about trips -- everything is available online.

Says another member, Daniel, a technical manager from Chennai: "I didn't know you could use nitrogen in tyres but you can; or a lot of technicalities about the bike." The group's Bangalore chapter also helped him find his way from the Garden City to Mysore.

Systems engineer, Rajiv Shah, also a bullet enthusiast, lists some advantages: making friends for life, getting expert tips on maintenance and finding a good mechanic.

Shares Jeremy: "I had a problem with my player 'skipping' occasionally. Apple didn't want to do anything about it." It was the users of the group who gave him helpful comments and definite trouble-shooting advice.

The bike enthusiasts exchange up to 50-75 emails daily. While some are on general topics, some can surprise you with their technical details. Umesh Ramachandran, a new member, says: "The kind of responses are amazing. They even help you procure a bike for the correct price, find mechanics, garages, fittings -- in fact -- every possible thing you need."

"I have picked up a lot from forum messages," says Jeremy. He narrates an incident at an Apple store, where he heard an employee telling a customer that they could not use their Mac iPod on Windows.

"Since I had been reading the forum, this issue had come up several times and I knew for a fact that it was possible," says Jeremy, who shared his knowledge with the customer. "He was happy and the Apple guy was surprised to learn something new."

"Being a part of an online product community," says Vince Ersanilli, "gives you access to a vast store of knowledge. Reading a book does the same thing but you cannot ask your book a question. It is the interactive aspect that makes it a powerful resource."

Based in Coventry, UK, Vince is the owner of a VW Beetle and a member of an online group. Unfortunately, the group itself is not very active, but Vince recommends sites like Cal-look.com, Shop Talk Forums and Volkszone.com as better sources for information on this vintage car.

He also shares a different perspective: "It isn't always a rosy sharing community. The general knowledge and common skills are quite low in my opinion," says Vince, who received a lot of conflicting advice from users when he started out as a VW enthusiast. However, he feels that as the Net matures, so will people, and the way they use it. "I have discovered plenty of things online, bought spare parts and met with complete strangers," shares Vince.

Rajiv picked up a seemingly small, but important tip - the right speed for cruising. "I ride my bike very fast. But as the machine heats up, the speed should be reduced. A novice rider does not know this. At least, I didn't." 

Over discussions about technicalities of bikes and the intricate workings of cell phones, also emerge lasting friendships. "The good thing is the people you meet. We had a guy from New Zealand flying to India and staying with us," relates Daniel. The group now meets frequently and also maintains active links with the other chapters like Bangalore and Chennai.

Shailesh in the meanwhile, having finally solved his problem, has clicked over 20 pictures in different poses, and is sending them over to his girlfriend. If you're having problems with your latest purchase, help is probably just a click away.