Remote Tech Support: is there a review place for Remote PC Help Technicians?

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.

The only difference between remote tech support guys and in-person tech support guys is the format. I take that back; differences between any type of technical support person are abundant. For example, you could go to your favorite local computer repair store and work with two wildly different technical support technicians on two different occasions. Tech Guy # 1 may have superior training, experience, and multiple technical certifications while Tech Guy #2 may fumble through the job.

The same is true of online technical support personnel. However, remote technicians and the technical support guys at your local computer store often use the same diagnostic tools and software based solutions. When you lug your computer to the repair shop or schedule an in-home visit, it’s not uncommon for the tech support guy to scan your computer for viruses and spyware and clean your system’s registry. These tasks are done using software utilities. Likewise, when you use a remote tech support service, the technician connects to your computer remotely and runs these same scans and cleaning routines.

In the end, the result should be the same.

I absolutely adored the guy who used to come to my old office whenever we needed computer help. James had multiple certifications and knew what he was doing. In addition, he understood our company’s needs. However, even though his shop shared the same building, getting service promptly didn’t always happen. James was in high demand. When I could get James, he was extremely reliable.

I have also used remote technicians and have had excellent results with them as well. Amy worked across the country but could be counted on to connect to my computer and help me solve problems with the company’s point-of-sale software. Even though she was thousands of miles away, she was far more reliable than James who worked next door.

Both types of technicians have their place. If I needed network cards installed into workstations, I’d call James. If I needed help with software updates, I’d call Amy.

In fact, many companies offer both types of services. For example, Best Buy’s Geek Squad offers many of their services in store, in home or office, and online. Having a Geek Squad technician connect to your computer to deliver their “Basic Security” package is less expensive than having one drive out to your home or office and do it in person - and the results are the same. The agent will install security and privacy software, install crucial updates, and remove clutter using software and techniques learned through training.   

Both types of tech support guys can serve your needs and deliver terrific results. With modern technology, it often makes sense to choose remote tech support rather than schedule service. Not only can you get 24/7 computer help, you don’t have to wait. This alone makes the case for remote service.

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Get Remote PC help with your computer problem!

If you would like someone to remove a virus remotely, fix a windows error, clean-up and optimize your system or even install a program or windows for you, please see the link below for ethical, safe and reliable sites.

Almost any type of problem can be fixed via the internet by one of their experienced technicial associates.

This post has been updated on April 20th, 2008 - Here is our latest article on a few respected remote pc support companies.

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