Are there Tech Support forums that work well as well?  

I have had mixed results with forums. I like being able to search and browse through past posts to see if others have had the same problem and if so how it was resolved. Over the years, I have solved many computer problems thanks to the help of tech support forums. But I’ve also been frustrated too. Sometimes the information is too technical for me or irrelevant. Plus, it takes a long time to wade through the posts.

I’ve also been hesitant to jump in and ask a question. The few times I did, involved signing up as a member and waiting for a response.

That’s not to say that there aren’t forums that work well. Forums are a terrific way to get computer help. In fact, one of the first things that I do when I have a computer error is Google the exact error message. More often than not, I’ll find dozens of resources covering that exact error, including forum posts.

When searching for tech support forums, look for an active community. You can tell how active a community is by looking at the dates of the most recent posts and seeing the number of replies to messages. If you don’t see any current posts or if you see tons of posts with zero replies, chances are good that you won’t get much help.

Forums are also only as good as the users using them. Look for forums that have a balance of technical types and regular users and have categories covering your needs such as operating systems, programming help, or Internet issues.

A few you might try include TechSupportForum.com, SupportFreaks.com, and TechGuy.org. When you find a community that meets your needs, bookmark it and get involved. Not only will you have a valuable resource for troubleshooting your own problems, you may also help someone else with your experience.

What are remote tech supports best used for and what are they no good at?

Remote tech support teams can handle a variety of tasks well. For example, they are terrific at tuning up and optimizing your computer, virus and spyware removal, securing your computer and network, data backup, updating your operating system, removing unnecessary programs that start up automatically with each reboot, setting up networks, basic computer maintenance such as defragging the hard drive, and helping you learn how to use connected peripherals.

They can do these tasks thanks to advances made in remote control technology. Once they are connected to your computer, a screen on their computer shows them your computer’s screen. Their keyboard and mouse also controls your computer. In effect, it’s as if they are physically sitting in front of your PC. You sit back and watch as the remote technician takes charge.

In addition to being able to control your computer, the remote technician can initiate file transfers. Depending on the services you have purchased, the technician may send and install an anti-spyware application, schedule an automatic backup, or configure your wireless network. Anything that a technician can do via the mouse and keyboard, a remote technician can do.

However, there are limitations. One of the biggest limitations is connection speed. If you don’t have broadband service, some tasks can take a long time. While dial-up access is okay for basic screen sharing, if large files need to be transferred, the process could take a great deal more time than expected.

Another shortcoming is when physical problems arise. If the problem is hardware related, the remote technician can’t remove the hardware and reinstall another device. While many remote support Web sites offer network setup help, they can’t physically install the network adapters and plug everything in.

Software support also varies. While you may find a company that can help you diagnose and troubleshoot issues with Microsoft Office, finding help with lesser known applications may be difficult.

If I let them look at my computer via remote desk top will that compromise my privacy?

Let me remind you that dropping your computer off at the local electronics store and allowing them to keep it for several days potentially compromises your privacy. Surfing the Internet potentially compromises your privacy. Allowing a stranger to remotely control your desktop also has the potential to compromise your privacy. These are all valid concerns.

Fortunately, you have control over the decisions that you make. When considering a remote technical support company, you should definitely read their privacy policy, terms and conditions, and End User License Agreements. The privacy policy will tell you exactly how they plan on using your information. While reviewing these different policies and agreements, look to see how accessible the company appears to be. Do they list contact information? Do they have a policy for handling complaints? Do they state that they respect your privacy and have safeguards in place to protect it?

In addition, most remote tech support Web sites have FAQ pages or an area discussing how their remote software works. Read these pages as well. When your computer is remotely controlled by a technician, the technician controls the mouse and keyboard and sees everything you see on the screen. You can, and should, be present watching what’s happening on your screen. If you see anything going on that you are concerned about, you can disconnect. For example, if the remote technician is supposed to be running a virus scan but starts peeking in your Microsoft Money file, then you might have a problem. It’s best to shut down all applications before allowing a connection so that sensitive data isn’t inadvertently seen. Otherwise, if you had Microsoft Money open when the connection was initiated, the technician may need to close it. In this case, he wouldn’t necessarily be prying but he might see sensitive data.

Is it better to have a paid service or should I just use a free site?

Why not do both? I’ve reviewed quite a few technical support resources both free and paid. What I found is that you can buy blocks of time and use them as needed, kind of like a prepaid calling card. Once you find a reliable free site, you can use that site as a first step. If you find your answer, great! If not, then head over to the paid Web site and use your prepaid minutes. This strategy allows you to save your minutes for more difficult problems.

On the other hand, you may not want to deal with the hassle of juggling two remote tech support sites. When I’m in a hurry or have more pressing concerns, I’d rather just pay someone to handle my problems for me. If you’re this type of person, consider a paid plan and let the experts do what they do best.

When I’m not in a hurry and have time on my hands, I’m more of a do-it-yourselfer. Free tech support sites vary in their offerings and often come in the form of a forum or community. This means that you may not get answers right away. Even then, the answers may be requests for more information about your problem. This back and forth takes more time than having a technician control your computer remotely in search for a solution. Plus, unless you are a hands-on type, you may find the free sites require too much technical ability.

Knowing your abilities and attitude toward having service work done will help you decide whether to use free or paid tech support services. For example, if you know how to change the oil in your car but find that it’s more cost-effective and convenient to pay someone else to do it, you’re likely to appreciate the services offered by paid tech support sites. If you’d rather change the oil yourself and save a few bucks, then you owe it to yourself to explore the offerings of free tech support sites. You won’t get grease under your fingernails but you may have to do a bit more work.

Is there a review place to check and see if a particular remote tech support is reputable?

If one other than our listing of reviews exists, I haven’t found it yet. We have reviewed numerous online technical support companies including support.com, askdrtech.com, techonline.com, and many more.

Other options including checking with your favorite computer review sites and doing a search for the company that you’re researching. If the computer review site has reviewed the company, you’ll be able to see what they have to say. In addition, most of the major computer magazines review technical support companies from time to time. If I recall, Consumer’s Reports reviewed technical support offered by electronics retailers last year and just recently reviewed PC manufacturer-based technical support.

Web sites such as CNET.com, PCMag.com, and PCWorld.com offer reviews of tech support companies but so far, they are few and far between. In addition, finding the tech support review area, if any, proved difficult.

For example, I searched PCMag.com for a category covering technical support and couldn’t find one. Next, I entered “tech support” into the search box only to receive a listing of random posts containing the worlds “tech support.” Granted, a few were reviews but I was unable to find any consistent listing that I could browse at my leisure. By Googling a specific tech support company preceded by the words “review of,” I was directed back to PCMag.com. This time, the link led me to a review of the product I was considering. In this particular case, the article reviewed several products.

It is frustrating to use search engines with terms like “tech support” because the results can vary widely. Try using additional terms such as “tech support reviews” or “review of tech support companies” to narrow your results a bit. This way, you’ll have fewer general software pages to wade through. In addition, use the Advanced Search features to further filter results. If you know the name of a particular company that helps, though be careful to make sure that you are viewing impartial information, not marketing material.

Part of the problem is that remote tech support is a fairly recent innovation. I imagine as the industry grows, reviews will proliferate. Comprehensive listings and reviews of remote technical support operations may be out there but I haven’t yet discovered them. In the meantime, read computer and consumer magazines and rely on quality recommendations and the reputation of affiliated companies.

Is there a chance they are conning me?

I’m one of those people who want to believe that everyone has my best interests in mind. At first glance, you might think I’m naïve. If so, you’d be wrong. I want to believe that everyone has my best interest in mind but I understand that this isn’t always the case. I know that con artists are out there. I also know that the Internet is the perfect environment for scams.

Your concern over remote technicians conning you has merit. After all, they’re asking you for payment upfront and they’re asking you for permission to connect to your computer. Sheesh! Not only is there a risk of identity theft, you could be paying for the privilege!

So, does this mean that remote technical support is a scam? Absolutely not. Most online tech support companies are legitimate companies service a valid need. Like any online transaction, you should be careful. A few questions to consider are:

• How did you hear about the company? Did you read a positive review at a reputable source such as CNET or PC Magazine or did you click a pop-up ad?
• Do they have a privacy policy? What does it say? Read the privacy policy carefully to find out exactly what they can access and how they plan to use your personal information.
• Is the site secure? When it comes time to pay for services, is the site secure? Look for “https” in the address bar or a locked padlock in the Web browser’s status bar.
• Is the remote support Web site part of a trusted company?

Remote tech support offers a terrific way to optimize and repair your computer without having to take it to a computer repair store. By connecting to your computer remotely, a technician can explore your system’s configuration, install security software, remove computer viruses and spyware, and much more. Throughout the process, you can watch the computer screen and see exactly what they are doing.

If you’re concerned about the remote technician viewing your banking or other sensitive information, you’d likely have these same concerns when dropping off your computer at the local computer repair store for several days - all unsupervised.   

Most companies are in business to provide legitimate services not scam you. Unfortunately, a few bad apples make it necessary to use caution, especially when handing over control of your PC. When choosing a remote technical support service, you should be aware of the risks and actively seek a service that has your best interests in mind. Check reputable sources for recommendations and read each potential tech support company’s privacy policy. If you’re uncomfortable, keep looking.