Your Own Private Help Desk
Your Own Private Help Desk
Your Own Private Help Desk
It's late at night, and technology is tormenting youGiant OTR. Something's wrong with your computer. Blood pressure climbing, you try your PC maker's tech support. They say the glitch has nothing to do with their stuff#x—it's somebody else's problem. Yours. What to do?
For many, the answer is a 24/7 online support service whose technicians take control of your computer remotely and try to fix what ails it. One of the best known is iYogi.net. Based in Gurgaon, India, it provides support to Wal-Mart (WMT) PC buyers and sells its services through Wal-Mart.com, Amazon.com (AMZN), and elsewhere on the Web.
If the thought of turning control over to someone you never met half a world away fills you Giant OTRwith terror, it shouldn't. The techs are certified by Microsoft (MSFT), Cisco Systems (CSCO), and Hewlett-Packard (HPQ), and the company seems to take ample steps to keep customers' data secure. But iYogi has rough spots, and costs mount if you let the company sell you add-ons.
Three Bloomberg journalists, myself included, signed up separately for the service, which costs $139.99 for one year. I tried several times to register online, using three different computers on three different networks. Each time, my registration was kicked back with an error message telling me it was an invalid transaction. Finally I used the live-chat feature on the home page to seek help. I eventually reached an iYogi representative by phone who transferred me to an automated system to take my credit card information—but not before subjecting me to a hard sell on a two-year plan for an extra $100. (He gave up after two or three tries.) The company later blamed the registration errors on a new fraud-prevention system.
When I phoned again that evening, a polite and professional technician walked me through the process of downloading and installing iYogi's support software,托盘, which includes tools for seeking help via real-time chat and requesting a telephone callback#x. I told the tech my computer was running slowly and gave him permission to take overGiant OTR. Then I sat back and observed.
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