Washington State recently brought a lawsuit against India based online tech support giant iYogi alleging serious impropriety and it got us thinking – how do you know if you can trust your support provider?
While, we will not comment on the validity of the case against iYogi, we thought it would be helpful to discuss some of the issues that it brings up and steps you can take to protect yourself.
If your support provider tells you “hey, you need to purchase XYZ Program to get rid of that virus” – Disconnect Immediately!
If you are paying someone to work on your computer, NEVER agree to purchase additional software in order to “clean your computer”. Any reputable support provider has in their arsenal all the tools necessary to clean your computer and would never ask you to purchase additional software to complete the job.
In some instances, say your Antivirus has expired or worse yet – you don’t have any Antivirus protection, recommendations can and should be made. However, the ability of your provider to complete the job is not dependent on whether or not you purchase the recommended software. If the provider attempts to pressure you into purchasing anything extra, disconnect and find another provider – period.
Use of Fear
Another tactic being used out there is the use of fear in order to get you to make snap decisions and purchase things you do not need . You should never feel pressured into making a purchase under normal circumstances but especially in the technical support realm. Our duty, as support providers, should be to reduce fear not spread it. Your provider’s role is a simple one when you think about it, to solve a problem that you are experiencing and to do it with the utmost respect for you and your data. If for any reason, you feel like your provider is using your fear or lack of computer experience in order to pressure you into purchasing some piece of software or acting now on a “deal”, disconnect and stop working with that provider.
These go by many names, “protection plans”, “maintenance plans”, “service plans”, etc and typically involve a lump sum upfront charge while promising to protect you from future problems. This type of service is common place and relies on misinformation or consumer confusion.
We do not recommend paying upfront for any type of service plan unless you have worked with the company previously and are satisfied with the quality of service you received.
In addition, we would be skeptical of paying upfront for any type of service plan. In addition, we’ve found that the majority of these “plans” often lack detailed information on what you will be receiving and the benefit they provide.
Now, you may be wondering “but, Khushi Technologies provides maintenance plans” and you would be correct. We offer exactly that, a “maintenance” plan whereby you are provided with software used by thousands of businesses around the globe to maintain their computer systems. We do not sell expensive plans promising things that cannot be delivered, instead we provide access to tools which allow us to proactively perform industry standard computer maintenance tasks like ensuring your Antivirus software is up to date, Windows is patched, your hard drive is defragmented, junk files are cleaned up, etc. Perhaps most important, we do not require a large upfront fee in order to provide these tools, instead they are priced at a low monthly fee which allows you to cancel at any time without fear of harming your computer upon removal.
Bottom line, before you agree to any type of “plan”, make sure that your provider has documentation detailing exactly what you will be receiving and how it will benefit you. Just in case you aren’t satisfied with the offering, ask before-hand about any cancellation policies the provider has in place. Lastly, don’t be afraid to ask what will be installed on your computer. A reputable service provider will be able to tell you the exact name of any tools used and allow you to research them prior to installation on your computer. Khushi Technologies partners with the best software providers in the business and makes publically available the names of those tools and partners so that our customers can rest assured the products we sell are 100% authentic and beneficial. (See the bottom half of our About Us page for current partners)
In closing, it can be a dangerous and confusing world out there folks, be safe and if you have any questions at all, please let us know. We offer free consultations and would be more than happy to discuss any concerns that you may have.