Third-Party Tech Support Tested: How Does Geek Squad Compare to iYogi and Support.com?

iYogi

iYogi Report Card
Webcam Question 115 minutes (D)
Win 7 Question
10 minutes (B)
Overall Grade
C

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.

Third Party Tech Support Services Tested

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  1. Amanda Says:

    I use http://www.supportnerds.com, they have always been good and fast, they are affordable and 100% American which I like.

  2. Thomas Frkovich Says:

    I get plenty of business compared to any of these guys. Seems like Mom and Pop shops are a preference for many and I don’t see that in this article. I hear complaints left and right about companies such as Geek Squad that lead clients my way. I am not complaining but hey that’s more business for me. Decisions on price negotiation are done right on the spot so if there’s a costly repair and a client only has so much money I can work with their budget knowing what my profit would be and about 90% of the time I’m happy with profit from services over profit over sales on hardware. Something that Geek Squad agents cannot do as they have fixed prices on just services and a lack of resources to get the replacement part or pricing or eta immediately. So for all the people who done business with geek squad: did you notice that one thing led to another? Your motherboard failed but current boards on the market required memory that you had that was not compatible resulting in multiple purchases of both memory and board? Also elders seem to be more comfortable with a self employed individual period. Nothing like dealing directly with the owner of a business who takes pride in their reputation. Do you think a geek squad agent would ever be a company man? They’ll only be dedicated should the agent be some peeping tom (LOL). They should include smaller outfits, compare from there, and re-write this article. I’m sure the results will be surprising.

  3. Eini Drara Says:

    Sounds like this review has been sponsored by the Geek Squad.

  4. George Lazarro Says:

    I have had several computers put into the geek squad and they have done a fantastic job with all of them very proffesional and very helpful! my brother had taken his dell to a “mom and pop” store and they try to charge him for a new harddrive, and a operating system install almost 300 dollars in repairs. i told him to use the geek squad and they found the real prob which was neither the harddrive or the OS the mom and pop stores are crooks looking out for there own pockets!!!

  5. Tim Says:

    everyone has their own version of a bad experience…..i have to say i had the reverse of george’s experience….i brought in my pc to geeksquad and they held on to it for 6 days and still didnt remove the virus that i asked them to remove, they charged me $214….i had no intention of bringing it back there so i just did a search on google and found this place http://www.boxaid.com and they fixed it over the internet…..i didnt even know that was possible…..you just have find someone you can trust.

  6. Sean Says:

    Why did Support.com get two B grades compared to Geek Squads’s two A’s? Support.com solved the same problems with the same solution in less overall time. Seems bias in my opinion.

  7. Misty's Friend Says:

    Geek squad is an insult to geeks. A friend of mine bought a pc at Best Buy in Nov. 2009. She had some major problems right away & was told to call the squad. That’s when she found out just how messed up a pc can get from bad advice. Among other things, the idiot she talked to installed multiple anti-virus softwares & totally messed up her computer.

    It took a total of 4 visits to the store before she got the friggin’ thing working. Her experience was enough to turn me off Best Buy for life!

  8. George is fake Says:

    So what was the problem (refer to quote by Mr. Lazarro)

    RE: George Lazarro Says:
    April 8th, 2010 at 2:46 pm

    I have had several computers put into the geek squad and they have done a fantastic job with all of them very proffesional and very helpful! my brother had taken his dell to a “mom and pop” store and they try to charge him for a new harddrive, and a operating system install almost 300 dollars in repairs. i told him to use the geek squad and they found the real prob which was neither the harddrive or the OS the mom and pop stores are crooks looking out for there own pockets!!!

  9. John Anderson Says:

    Computer support companies can be great, but many of them have their limitations. However, there’re some that offer comparable services with pocket-friendly prices as those mentioned above. One of such PC support companies I have been using since October 14, 2007 is http://www.adachicomputech.com Their technical support reps are simply great! The service offers onsite visitation, remote assistance, and over the phone support on a 24 hour basis.

  10. Computer Geek Kim Says:

    NO, I had a friend go to geek squad and they charged them over 300.00 to clean up a computer! I would say support.com is better. Trust me i have been doing this for 15 years. I here some horror stories that would floor you guys. about geek squad. If you want to play it super safe get your computer fixed at http://www.computergeeksonline.net/ they have been around for 10 years! its a small but super awesome family support center . good luck guys, Kim

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