|iYogi Report Card|
|Webcam Question||115 minutes (D)|
|Win 7 Question
||10 minutes (B)|
With iYogi’s claims that it employs certified technicians, we expected a good experience with this service. However, iYogi delivered mixed results, and some may have trouble understanding the agents’ strong accents.
Unlike the Geek Squad agents that immediately jumped on the problems we presented to them, iYogi demanded we jump through some hoops first when we surfed to its website at 10:30 a.m. After clicking on the Chat Now button, we were prompted to enter our name, phone number, and e-mail address into a form. Then we were moved into a chat session with Jeenet Sorokhaibam, who asked about our PC problem.
After telling her about our webcam issues, she reminded us of the $139 annual subscription fee and asked if we’d like to proceed. We confirmed, and she told us she’d call back shortly to take our billing information, and to shuttle us to a technician who would work with us to handle the problem. She called back ten minutes later to take down our credit card information. Then she transferred us to an agent who would not give us his name when we asked for it twice. We were told “not to worry about it,” as he was “here to help.” That was a a bit disconcerting, but we pushed forward.
Similar to Geek Squad’s Anthony H., our iYogi agent initially went into Device Manager (after taking over our notebook using the iYogi Support Dock software) to suss out the webcam problem. But he skimmed right over the webcam listing and exited Device Manager. What should have been a near-instantaneous repair transformed in a 1-hour-and-45-minute phone call that we struggled to understand.
At one point we were on hold for more than half an hour. When he returned, he was quite curt, suggesting we find the webcam’s driver disk. Upon telling him we didn’t have it, he became noticeably frustrated; he then launched system restore and turned back the clock to a day before—overkill for a problem that could have been fixed in Device Manager.
Fortunately, the next technician that assisted us was far more efficient. Like Geek Squad’s Josh W., this iYogi agent (who also refused to give his name) verbally walked us through the act of setting up a Home Group (launching the program, creating a password, selecting files types) and streaming media from one notebook to another. It took 10 minutes total between the initial contact and our media being streamed from PC to PC. His Indian accent was far more comprehensible than his predecessor, which was welcome.
Paying $139 to fix our two minor problems seems excessive. Granted, iYogi covers one year of service, but there’s no guarantee that we’d actually need the coverage again. In addition, iYogi could better serve its customers if there were native English speakers on staff.
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