FAQ:

  1. What is remote computer support?
     

  2. How long does an average support session last?
     

  3. How much does it cost?
     

  4. Can you get back into my computer after my session is over?
     

  5. Is it secure?
     

  6. How can New England PC Services help me?
     

  7. Why is remote computer support better than more traditional support options?
     

  8. Is it easy to use?
     

  9. Do you charge to diagnose my computer?
     

  10. Is your work guaranteed?
     

  11. Are your technicians qualified to work on my computer?
     

  12. Can you send a technician to my home/office for support?
     

  13. Do you support Apple Macintosh?
     

  14. Can you support older computers?
     

  15. Can you provide remote support through a dial-up connection?
     

 

What is Remote Computer Support?
Remote computer support, also known as 'online support', allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. In fact, it's like watching your computer fix itself! This type of computer support works through 'desktop sharing' technology. What this means is that when you 'log in to our secure online support center', you can allow a technical support representative to 'view' and 'interact' with your computer remotely via the Web - fixing problems fast.
 

How long does an average support session last?
The average remote support session lasts anywhere from 45-65 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe (possibly lots of spyware or even a virus!), we may recommend a follow up remote session or, in severe cases, scheduling an in-home or in-office visit by a certified technician.
 

How much does it cost?
Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money. There's no need to schedule an in-home visit (costing upwards of $200/hr.) or taking your computer to a local repair shop (also very expensive).
 

Can you get back into my computer after my session is over?
It's up to you!  Depending on the type of services you want us to provide, you can determine whether you want us to be able to log in again or not.  Some of our customers have their systems set up giving us access to do fixes on their computers 24/7 so that even if they are not around, as long as they keep their computer on and connected to the internet, we can log in and do maintenance to their machines.  But we also have customers who simply want to allow us access on an "as needed" basis.  On those machines, we can only access your computer when you give us permission.  Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.
 

Is it secure?
Yes. When you log in to our Secure Online Support Center your are initiating a 128-bit encrypted connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy.

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.
 

How can New England PC Services help me?
Through our 'hands-free', remote computer support service, we can:

locate and remove viruses and install and configure anti-virus software

stop pop-ups, remove adware/spyware and install/configure anti-spyware software

install home and small office networks (including wireless networks) - ensuring security!

fix email and software problems

fix printer, scanner, digital camera and other peripheral problems

help with MP3 players (iPod), PDAs and other mobile devices

speed up your computer and increase performance; PC tune-ups

perform standard maintenance, Windows updates/patches

install, configure and train on new software and hardware

assist in data back-up processes, transferring data from one PC to another

set up secure wireless networks (for small environment with a wireless router only)

provide training/guidance through common challenges

fix error messages or frozen screens and much more!


 

Why is remote computer support better than more traditional support options?
Well it's not for us to say what is better or worse, because everyone has their own thoughts, but let us share ours:

Traditional computer support options have been to wait on hold with a PC or software vendor, take your computer to a local repair shop and wait for days for your PC to be repaired (costly) or to wait for a technician to visit your home (also, very costly). Remote computer support allows us to interact directly with your computer so you don't have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less.

Many of us don't have time to figure out what's wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, with New England PC Services, there's no waiting on hold or the need to call multiple vendors for support. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.
 

Is it easy to use?
Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's 'hands-free'. Simply download our connect tool, let go of the mouse and let us fix your PC!
 

Do you charge to diagnose my computer?
Yes. However, the better you can describe your problems the less time it will take to diagnose your computer and begin fixing problems. In some cases your problems may be difficult to diagnose or can not be located. At New England PC Services, we will do everything we can to identify and resolve your computer problems, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 4 years old, or running Windows 98, Windows 95 or older, we suggest you consider purchasing a new computer before spending a lot of money attempting to repair an older computer.
 

Is your work guaranteed?
Our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, customers must notify us within five days and we will work to remedy any issues quickly and professionally. At New England PC Services, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from New England PC Services, we will work with them to ensure their satisfaction.

Our key components of quality service are:
 

  • A carefully screened and certified team of remote service engineers.
  • A set of services crafted to meet all the needs of your home, mobile and small office computer environment.
  • A sincere desire to make all our customers happy.
  • And, our satisfaction guarantee...

     

    New England PC Services Online PC Services is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at help@newenglandpcservices.com.

     

    Are your technicians qualified to work on my computer?
    Our computer are real people who have dedicated themselves to implementing the best approaches to desktop maintenance and management.  We have tested literally hundreds of applications and programs to determine the most reliable solution for our customers.  If/when we find a better solution, we will simply make that change for you without you having to think about it at all.  Plus New England PC Services technicians recognize the problems you are having because in most cases they have seen them hundreds, if not thousands of times.

     

    Can you send a technician to my home/office for support?
    Yes, but we do everything in our power to avoid it. We can send a certified technician to your home or office, but we are based in Massachusetts and only service Massachusetts, Rhode Island and most of Connecticut for in-home and in-office repairs. Most service requests can be fulfilled within 24 hours and the services are provided through a sub-contracted Break/Fix provider. Our 'physical' on-site computer support fees are $155/hr. (travel time included)

     

    Do you support Apple Macintosh?
    Our partner company does.  Although we have made a choice to be a strictly Windows based company and to be the very best at that, we
    refer all our customer with Macintosh machines to Macs At Work to handle all their Macintosh needs.  Contact us so that we can properly refer you to them by emailing us at:  macs@newenglandpcservices.com.
     

    Can you support older computers?
    All of our services are available for PCs that have Windows 7, Windows XP and Windows Vista. A select list of services are available for PCs that have Windows 98 and Windows 2000, but they are limited because of the instability of the operating systems and the fact that neither of those two operating systems are still supported.

    If your PC is older than 5 years, or has Windows 98, Windows 95  or Windows 2000, it may be worth considering the purchase of a new computer.
     

    Can you provide remote support through a dial-up connection?
    The short answer is yes. However, in most cases, we will decline to work with folks who have dial-up because of the mutual frustration involved.  Customers that have a dial-up, mobile wireless or satellite Internet connection may experience long online support sessions due to limited connection speeds. In addition, older PCs (over 4 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment. You may also consider an on-site appointment when requesting service. Please call us for more information.

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