|Support.com Report Card|
|Webcam Question||15 Minutes (B+)|
|Win 7 Question
||10 minutes (B)|
When we initially arrived on Support.com’s home page, we were a bit confused. Because the live chat button is tucked away in the upper-right portion of the screen, our eyes skimmed past it several times. After a few seconds, we clicked this option to enter the live chat with a Support.com Solution Engineer Tim at 10:00 a.m.
After entering our name and telephone number into an online form (there’s a button to initiate the chat positioned in the middle portion of the page), Tim asked us about our problem, and we related the story of our non-functional webcam. He broke down the various tech support plans available, and then took our billing information after we selected the monthly option. Then Tim gave us a link, which we used to download the remote access software.
Tim instructed us to launch the webcam, which brought up the expected error. He accessed the system, and found his way to the Device Manager, where he reactivated the camera. He asked us how this may have happened, and when we responded that we didn’t know, he wisely observed that it looked like it was done on purpose, warning us that someone may have been pulling a prank. The entire process took just under 15 minutes.
When we returned to Support.com again at 6:00 p.m., Steven stepped up to the challenge of solving our fabricated streaming problem. He correctly walked us through the steps necessary to set up a Home Group by launching the program, creating a password, and selecting file types to be streamed. The time taken from the initial contact to the music being streamed from system to system was 10 minutes.
Similar to our experience with iYogi, we felt we paid too much for the relative quick fixes offered by Support.com. We much preferred Geek Squad’s approach to tech support, which saved us money by not billing us for simple repairs. Still, Support.com’s one-time repair and monthly options offer considerably more flexibility than iYogi, and the tech support team consists of friendly, native English speakers.
Third Party Tech Support Services Tested