[Nfbf-l] Remote computer service, be cautious

[Bill Outman]

Good afternoon, list.  

 

I wanted to inform you of an experience I went through within the last week
with my laptop computer.  I had been having some problems with computer
crashes in the last few weeks and had problems with sluggish response of
programs for some time.  While doing a Google search on something totally
unrelated, I got a notice on my screen about possible malware, that
continued use of the computer risked a number ov vulnerabilities, and to
call Microsoft 

Technical Support at a certain toll free number.  

 

When I called that number, it turned out to be an independent firm claiming
to have Microsoft and Apple certified techs called Itech Services, also
billed as Agile, but this wasn't immediately clear when they came on the
line, only later after they aggressively sold me into a technical support
agreement with everything done in a large up front payment along with the
repairs and firewall installation.  

 

I went ahead with this, and the repairs seemed to go well though they left
my email disabled the first time and had to address that the next day,
Sunday.  They were not fully attentive to my accessibility issues, but we
got through it.  

 

The business tactics detracted from what appears to be good technical skill,
not being fully upfront, aggressive sales, not fully documenting the work so
I could double check it and at first being resistant to that idea, and
vagueness about their location, saying they were headquartered in Virginia
but not saying where, and not giving a straight answer on the consumer
protection laws they operate under.  

 

My mom had been defrauded by a company like this and was insistent this was
fraudulent.  I canceld my service with them yesterday and went to my bank to
put in a claim on them.  They called today and agreed to a full refund after
a lengthy discussion about the concerns I had detailed in the cancellation
email.  

 

It may be that this firm is actually legitimate, but their fast and loose,
sloppy and potentially illegal business strategy negated whatever value they
may have given me.  

 

It's too bad we have to worry about things like this, as remoted computer
repair and technical support is actullay a justifiable market niche.  

 

Bill Outman