Write down what happens
Describe what you were doing, what you expected and what happened instead. Note any error wording and whether the issue happens every time. Mention recent changes such as a new device, router or update.
Have the right equipment ready
For a visit, make the affected devices, chargers and relevant cables accessible. For remote help, have a working internet connection and a charged device. If the problem prevents remote access, explain that before the appointment.
Protect private information
Close unrelated documents and applications. Keep passwords, PINs and verification codes private and enter them yourself if required. Do not install remote-control software because an unexpected caller tells you to.
Agree on priorities
If there are several issues, decide which matters most. Ask about the expected approach and pricing before additional work. The published support rates describe time-based help; the time required depends on the problem.
Finish with a clear next step
Ask what was changed, what you should practise and what still needs attention. Where a support record or saved fix is available in your account, use it to keep the useful instructions with the request.