March 21, 2012
Tech support or extortion? You be the judge
Remote support company iYogi was caught using scare tactics to sell its services to naive customers. Can it win back our trust?
By Robert X. Cringely
As someone who's been in this business since mammals were still the new quadrupeds on the block, I've probably logged 3,000-plus hours on the phone with tech support for various companies. The pain threshold for those experiences has always been somewhere between having oral surgery without anesthetic and attending a Justin Bieber concert without earplugs. Over the last few years, though, getting gear fixed has become much less painful, and the reason is simple: remote support. Letting the geeks take control of my PC over the Net and fix it while I watch has finally made tech calls bearable, if not exactly pleasant.
It's also a scenario that's ripe for abuse, which brings me to today's topic: iYogi, a remote tech support company based in Gurgaon, India.
iYogi provides white label end-user support for major tech companies like Dell and Microsoft. It also sells its services directly to individual users for $170 a year. How it goes about selling support, however, is not unlike how the Mob markets protection: through fear and intimidation.
More here: http://www.infoworld.com/t/cringely/...e-judge-189168