As computers have become more and more sophisticated, the job of keeping them running has fallen to an ever-increasing group of specialists known collectively as tech support.

Unfortunately, plenty of people who will tell you tech support is a contradiction in terms. To examine the problem, Consumer Reports surveyed more than 20,000 subscribers.

Shari DiPaola, for example, recently ran into trouble with her computer. Her first stop was the manufacturer's tech support.

"At first it took me probably two, two and a half hours to even get somebody," she said. "And when I finally got somebody it was another two and a half to three hours. And the problem wasn't fixed, so I had to do it all over again the next day."

DiPaola is not alone. For years, Consumer Reports' survey results have shown tech support offered by manufacturers has been dismal.

But the latest survey results show you've got other options, such as solving the problem yourself or getting help from family or friends. In fact, after tech support failed them, more than half of the respondents who tried these options fixed their problems.

Users can also consider independent tech support. Some companies, like Geek Squad and Geeks on Time, come to your home.

Others, like PlumChoice and PC Pit Stop, tap into your computer and run diagnostic programs from afar.

Consumer Reports said independent tech services were far more effective at solving problems.

"Ninety percent of the people who turned to an outside support system after tech support failed them said they got their problem solved," said Mark Kotkin, of Consumer Reports.

DiPaola's computer was fixed by an independent service, and she said it was worth every penny.

Consumer Reports also said prices for independent tech-support service vary widely, from about $20 per problem to more than $200 per visit.

But before you call anyone, make sure to run your diagnostic program to see if a simple update or driver might fix things.