It used to be that you had only one option when you contacted us for help. That one option was simple: You called us, we found an opening in our schedule that worked for you (sometimes that was good for you and sometimes not, but you settled for it anyways) and we then had one of our technicians come out to your home or business. Today we call that on-site support. Now that seems so 1990s! There are many more options today. But let’s talk about the option that is the most popular with our clients (and our technicians too); that’s called remote support.
The process is simple. You call our Dispatch Team at 781-270-5100. The Dispatch Team will ask you some simple (non – “techy” as possible, we promise!) questions to determine if this can be handled remotely or if we have to send one of our Tech Experts out. If in fact this can be done remotely, we will schedule an appointment with you with our first avaialble Tech Expert. Many times, this can be done immediately or the same day or at your convenience on another day and time.
So whats involved in a remote support call? Here are the basic steps:
- Our Tech Expert will call you at the agreed upon time and at that time provide you with instructions for connecting to the meeting.
- Once connected we begin to help you troubleshoot your technology issues.
- During this time you can walk away from the PC or you can watch our Tech Expert work on your computer. We get a lot of “This is neat!” or “This is so convenient” comments!
- Once the issues are resolved, we verify all work was completed to your satisfaction.
- Your Tech Expert then generates an invoice and it gets emailed to you, and like all of our service calls we take your credit card payment. We do not accept checks or cash for remote support.
- We disconnect from the online meeting once your problem is resolved. You are happy; we are happy!
Here is what you DONT get:
- We DON’T bill you for travel time as this is done in the conveniience of your home or home office.
- We dont invoice you for our 1 hour minimum charge like our on-site visits, instead there is a 30-minute minimum charge, so if the issue is minor you don’t have to wait for a “big” problem to contact us so your costs will be minimal.
Does this mean that ALL service visits should be remote support now?
Not necessarily! When a problem is more complicated, one of our Tech Experts may need to visit your home. For example, ihere are some scenarios when remote support isnt possible or recommended:
- When you cannot power-up your computer, or it will not boot.
- When you cannot load Windows, you see the “blue screen of death” or you cannot log in to Windows at all.
- When you cannot access the internet with your computer
- Hardware issues cannot be fixed remotely, only diagnosed.
If you like to see and speak directly with someone responsible for computer repair, you might not feel particularly confident about a remote service. If you’re not confident and you then find the service provider is unable to resolve your problem, you will be left with a negative impression of the service. Rather than risking a less than perfect customer service experience, you might be best served by someone you can deal with face to face. In this case, on-site support with one of our Tech Experts is the way to go. Every computer problem has a unique solution. Whether it’s remote support, on-site repair or in-house troubleshooting, we have the tools, services and personnel to solve your specific dilemma. No matter what you need, though, we are here to help.