Showdown: Remote Control Tech Support Services, Tested
Posted 15 March 2012 - 04:12 AM
Posted 15 March 2012 - 09:21 PM
The reason for this is there is a huge disparity between stores and skill level of their technicians, however all of the Geek Squad online techs must pass a stringent test and require a lot of training, and are usually ex-field service technicians, some with 5+ years of service. As for the third issue it's fairly common these days, so watch out for it.
This post has been edited by Vexy: 15 March 2012 - 09:21 PM
Posted 06 December 2012 - 01:21 PM
That's the link. I also service at home calls for iYogi Inc as well as Dell technical support (in home).
This articles pretty good and seems to be the representative experience of most customers I encounter.
iYogi flat out sucks. The support Dock has earned me more money with my own business ( www.easy365online.com ) than almost any other service call I have had. It is invasive, hard to remove and a HUUUUUGE security risk.
That being said, I appreciate the way this test was conducted, I appreciate the time it must have taken you guys to do it and I applaud you.
Thank you for contacting GeekSquad Technical Support.
Thank you for choosing iYogi inc "Good Karma"
Thanks for letting me resolve your issue with your amazing dell machine today.
Posted 25 January 2013 - 03:52 AM
I joined them to get help with my computer problems, I am elderly, disabled and not very good on computers, but these days you need a computer and to be on the Internet to get anything done. I bought this support it cost £70.00 for a year, I found them to be mostly useless, they have operators working from home, and if you phone in the evenings you know they are at home, as they cannot get you of the phone quick enough, they say to you you that you must take your computer to Currys technical support and pay for it to be returned to the original settings, and then they hang up on you.
So I took my Laptop to Currys and had it put back to the original factory settings, and had to pay for that, when I got home and switched it back on, it stated that it needed to load up just over 190 updates, I was not told that by Currys, so this took about a week to get all these updates from Microsoft back on to my computer, then when I switched all my favourites and numerous other things had gone from my computer. But the original problems were still on my computer, I now got on to KNOWHOW again for help, the Technician told me he did not know what was wrong, and level two would help me, they told me that I needed my computer upgraded, that is the two chips in the back of my computer, they were two 500mb chips I was told, I needed to get two I GB chips in it and it would work properly, I got this done and paid for that, when I got back home my Laptop still had the same problems, so I contacted KNOWHOW again, the Technician that came on the phone had a look at the problems with my laptop freezing, I told him I had done everything they asked me, and it was still freezing up, he then stated that he would get someone from level 2 to contact me, that can take up to 24 hours, they are not very interested in giving you help quickly, four days later I had not had a call from them, I then contacted them to ask why I had not received a call from Level 2, I was told he had looked at the notes on their computer system, AND DECIDED I DID NOT NEED A CALL BACK, that was after the DUMMY of a Technician had told me he did not know what the problem was on my laptop and it needed someone from Level two to help me. What a shower of SH_T they are.
I now complained to them about their service and stated I wanted my money back, after considerable problems and of course blaming me and my computer for the problems, even with me doing everything they told me to do to rectify the problem, and paying extra money each time, I was offered a 50% refund on my £70.00 annual fee, and a refund of the fee for putting my computer back to the original factory settings, I believe that they could have done this on my remote support subscription, but did not do so, and I was offered the refund of the cost of the new chips put into my laptop, all of which did nothing to SORT OUT THE PROBLEMS WITH MY COMPUTER.
I contacted them and they said that the cost of ALLEGED SUPPORT was £89.99. for my three laptops for six months, as all my Laptop were freezing up, at the same time. I told them all the problems I had recently had with my laptop, they did not seem interested, this person was in EGYPT, so I signed up to the service. I then told him I did not want anything removed from my Laptops without him asking me, no programmes etc, he agreed to this, then he stated he could repair the faults of all three computers remotely at the same time, I said NO, I wanted to see if they could fix one first. (I WAS LUCKY I DID THIS YOU WILL SEE LATER ON WHY) so he remotely accessed my computer, then terminated the phone call, I sat for a while and saw what he was doing, then left him to it. With KNOWHOW they stayed on the telephone with you while they were remotely allegedly fixing your computer, but never did. So about three hours later I got a message that my computer was fixed. so again I opened up my Laptop and now saw they had removed my Spybot search and destroy and another programme I had recently installed to help me try and find the problem on my Laptop. I got on to them next day about this, and they stated they would remotely access my computer again and reinstall the programmes they had removed, I SAID DO YOU THINK I AM A STUPID, allow you to access my Laptop again you must be joking, I said I wanted my money back, I had also found out that the Credit Card Payment I had made was a continual payment every six months, I told them I was only signing up for six months, as I was told that was the minimum period I could sign up for. I then had an email from someone called Bill from the Billing Department, I believe that this was just a fictitious name for anyone in the billing department, he then said that my programmes were removed in ERROR, and that one of my programmes was most likely the problem my Laptop was freezing up, but they had removed this programme and my computer was still freezing up. I told him my Laptops were freezing up before I put this programme on to my Laptop, I had put it on to try and help me with the problem, but it did not help, and did not make the problem any worse. They advised me that they would send me a link to download my Spybot, but when I got it it did not work, so I had to find it on the Internet myself, when I got it I ran it on my Laptop, I found 16 VIRUSES on my Laptop, every time a scanned my Laptop before it mostly stated no viruses or spyware found, the most I have ever got was 4 items that needed removal, now since ZUUMEDIA was on it I had 16 VIRUSES ON IT, did they put them on my laptop, as on all my laptops I have never found more that 5 problems when doing a scan on them, so it is lucky that I did not allow them access to my other two laptops.
I asked them if all their Technical Staff were overseas, they refused to answer this question, they then said they would refund my money, I then went onto their site and saw the Testimonials, and as you would expect, probably all written by themselves, they were all glowing, I tried to put up my Testimonial of my experience with ZUUMEDIA, but it would not go up on their site. NOW WASN'T THAT A SURPRISE.
I then contacted one of the largest computer service and support companies in the country, a technician was not available to talk to me, but one phoned me back about one hour later, he was on the phone to me for about an hour, I told him all the problems I had, when my Laptops all kept on freezing up, all the things that happened on all of them, I told him that this started on all of them a few months ago at the same time, nobody uses my Laptops or has access to them, I was not charged for this call, and in the end he said, I DO NOT KNOW WHAT THE PROBLEM COULD BY, I believe that was a damming statement, I thought he would have been able to say it was one of perhaps 5 or 6 different things that needed cleaned up with the programmes of software, so that was that.
I am beginning to believe that these alleged Remote Computer Repair Companies are putting viruses and problems on peoples computers, I believe they should all be closed down, or everyone that is employed in this industry needs to be tested for computer literacy. Also tested on their knowledge and ability to repair software remotely on computers.
They just believe that returning your computer to the original setting will fix them, or doing a standard repair will fix them, they are all SHARKS just after your money, I believe anyone using ZUUMEDIA or KNOWHOW should be very careful, these companies I believe could seriously damage your computer and your finances.
Posted 01 February 2013 - 07:31 AM
it sux that you had to go through all that.
i completely understand how you feel and in my experience i have had many issues with out of country support. i recommend doing as much research into your LOCAL experts, people you can if necessary look in the eye or at least know they know your language. i have been working on computers for well over 15 years. i still feel like i know nothing i still have to ask for help sometimes, but i learn from other peoples mistakes or computer break downs and i am happy to say i learn something new every time. this type of work is a never ending learning cycle.
From the issue you have described if it was only on one computer i would say it was a hardware issue BUT it is happening at the same time on all 3 computers SO my next step would to be look at a program that is in common with all 3 computers most likely a network issue. or a shared network program. my next step would be to ask are all 3 twin computers purchased at the same time from the same vendor? and has there manufacturer warranties expired? cause it could be a hardware issue that ran down the production line. if they are all Freezing at the same exact time i still lean toward the network issue. i would like you to contact me... i will not charge you i will not remote your computers. i would just like to talk to you and get more info on what exactly is happening.
you have sparked my curiosity. so please if you would like i would enjoy attempting to help you if i can.
shoot me an e mail if you would like a second head on this again i will not charg you or remote any of your computers.