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Google widens crackdown on ads for tech support scams
Tech support scams are seemingly as plentiful as ever, and Google is taking some strict measures to prevent those fraudsters from showing up in its ads. The search firm has begun "restricting" tech support ads worldwide, and it's planning to introduce a verification system in the "coming months." This won't guarantee that you'll avoid support scam ads, but the odds should be higher that you'll get real help.
Making a living scamming the scammers
"Well, my grandchildren were over and it's something about a pornography virus," says the soft voice of an elderly woman over the phone. "I unplugged my computer right away," she continues, and after she explains her worries in a little more detail, a female voice on the other end of the line replies, "That's all right. Don't worry, let me assist you with this. And may I know, is that a desktop or a laptop?" The PC has apparently been hacked, as confirmed by allowing the support team remote access, but resolving this comes at a cost. Nearly two hours and 20 minutes -- and several transfers between call center staff -- later, Kitboga drops the vulnerable-old-lady act.
Amazon sunsets its live video tech support for Fire tablets
In our Fire phone review from 2014, we called Mayday one of Amazon's most brilliant features. People can use it to summon tech support advisers on their Amazon devices within seconds, after all, and those reps can help people fix whatever issue they're having through live video at the push of a button. While Amazon launched the feature with great fanfare, it's now quietly sending it to its grave: Mayday will cease working sometime this month. GeekWire has noticed a memo on Mayday's support page that says "The Mayday video calling service will be discontinued in June 2018."
Google Assistant can help troubleshoot your Pixel 2 phone
Plenty of companies offer chat support to troubleshoot problems with your phone. But do you really want to talk to another human for what could be a simple fix? You don't have to... if you have a Pixel 2. Android Police has discovered that you can ask Google Assistant for help with battery issues. Ask why your battery isn't charging properly and the AI companion will not only run a diagnostics check, but look for particularly power-hungry apps. It offers to connect you to Google's chat or phone support if it can't answer your questions in one shot, although problems in the AP test suggest this component isn't ready for prime time.
FTC cracks down on internet tech support scams
The Federal Trade Commission isn't letting up in its quest to rid the world of tech support scammers. Officials have launched a legal campaign, Operation Tech Trap, in a bid to crack down on frauds that rely on a mix of web pop-ups and phone calls to frighten you into paying up. The effort includes four fresh complaints (in Alabama, Colorado, Florida and Ohio), two settlements (in Connecticut and Florida) and charges against seven people -- two of which have already pleaded guilty. It's as much a public show of the FTC's might as it is a significant bust, but many of the perpetrators were particularly insidious.
Comcast 'Co-Pilot' is tech support screen sharing for your DVR
Comcast's X1 DVR platform is pretty powerful, but with more moving parts comes the chance for more things to go wrong. As PC tech support users might know, sometimes the easiest way to describe a problem isn't to speak at all, but to give someone remote access to your computer so they can see what's what. Comcast is trying that with "Co-Pilot" which allows customer service reps to take control and walk you through any fixes. You shouldn't have to worry about anything nefarious going down, though: the techs can only access your DVR after being given a special code. Currently Co-Pilot is in a limited trial phase but Comcast plans to go wide with it later this year. Not too shabby for one of the most-hated companies in America, eh? [Image credit: Getty Images]
Dude, you're getting a call from Dell
Right or wrong, Dell once had a reputation for some terrible customer service. But to its credit, the company seems to be showing some self-awareness. After making some recent improvements to its support for business customers, Dell is extending some of the same privileges to consumers as well. With a new support plan, appropriately named Premium Support, people can install a "SupportAssist" app that detects any problems with their PC. Then, Dell will call or email you, if you don't get to them first. All told, Dell says it should take the support team no more than two hours to get in touch. If you're feeling impatient, though, you can still call yourself, in which case you have access to a dedicated technical support line (you know, separate from what the plebes use). Either way, the service includes support not just hardware problems, but third-party software too, which not all PC warranties cover.
Amazon is ready to offer pro services for your home
Need a plumber, or a tire swap? Amazon is ready to help. The internet giant has launched its promised Amazon Home Services, a one-stop shop that lets you order professionals in categories ranging from home maintenance to tech support -- there's even goat grazing, in case you need to clear an overgrown field. The offering promises to be more trustworthy than what you'd get just by searching the web or the phone book, since Amazon is relying on hand-picked pros that deliver up-front pricing. You also won't pay until the job is done properly, so workers shouldn't be tempted to cut corners.
FTC shutters bogus tech support firms that scammed $120 million from victims
You've heard it happen one time or another: a senior who's not very tech-savvy clicked a dubious link online and paid a shady internet company a hefty sum to remove a virus that was never there. It's one of the oldest tricks in the book, and apparently, still one of the most effective: the Federal Trade Commission has just shut down two massive Florida-based telemarketing operations that reportedly scammed victims (mostly seniors) out of $120 million in total, duping them into buying fake anti-virus software and fake tech support. Both have been active since at least 2012, so they might sound familiar. The first one sold software called PC Cleaner, while the other did business under several names, including Boost Software Inc., OMG Tech Help and, hilariously enough, OMG Total Protection.
Learning circuits and programming with the Geek Squad
If you're ever made a gadget purchase at Best Buy, you've likely heard of the Geek Squad: the retailer's in-house fleet of tech support and repair specialists. Well, helping with your hard drive issues isn't all they do. Here at Expand NY, the crew is showing off some of the tools used at Geek Squad Academy events where kids can learn about technology -- from circuits to programming and more. Being the type to roll up our sleeves, we headed over to take a look. Jump down after the break to take a look at the banana-powered piano and video game controlled with a pair of watermelons.
Need tech support in Russia? Give Edward Snowden a call
So, what happens after you've become an international pariah? The PRISM revelations may rattle along, but the figure who started it all is trying to return to something approaching a normal life. Edward Snowden's lawyer has revealed that, after settling at an undisclosed location in Russia, the NSA whistleblower has found a job. He'll be offering technical support for a domestic website, which isn't being named for the obvious reasons. Is this the last that we'll hear from the former intelligence analyst? Only time will tell.
Samsung launches customer service app on Android as proof that it Cares
Worried that Samsung is too busy selling millions of devices to care about you, the individual consumer? Fear not, for the company has released an app to prove its unconditional dedication to your happiness, and it's appropriately called Samsung Cares. The program serves as a hub for online support, offering how-to videos, troubleshooting guides, FAQs and service ticket tracking. Oh, and for those who don't own a Samsung device but still want the sweet reassurance of the company's interest in your well-being (or perhaps you just use other products made by Sammy), the free app can be downloaded on any phone or tablet running Android 2.1 or higher. Head to the source to grab a copy for yourself.
Verizon updates Revolution with Remote Diagnostics, HTC turns to LogMeIn
Both Verizon and HTC are experimenting with remote diagnostics and tech support. Big Red will be offering the tool to owners of the LG Revolution first. The VS910ZV8 update delivers a number of changes, but the most notable new feature is the integration of Verizon Remote Diagnostics. Now, when a customer calls support, the technician (or script follower, as the case may be) on the other side can take control of the user's device to troubleshoot or demo apps. And, just in case you're paranoid about handing over the keys to your handset, the tool only collects info such as battery temp, OS version and what apps are installed -- your contacts and other personal data are safe from prying eyes. HTC plans to offer similar capabilities on its phones, but through LogMeIn Rescue. Future handsets from the company will come with the app preinstalled so that HTC's own technicians can diagnose issues and tweak settings. For more details on the Revolution update hit up the source link and check out the PR after the break for the low down on HTC's initiative.Update: It looks like the Droid Charge will also be getting an update soon that will install Verizon Remote Diagnostics. This could be a pretty quick roll out.
Microsoft launches AnswerDesk online, brings tech support to your basement apartment
Love getting others to fix your computer, but hate the nuisance of putting on pants and leaving your house? Great news! Microsoft has launched an online version of its in-store AnswerDesk tech support, letting customers get the help they need from the comfort of their own busted computer. You can go online to get live chat-based help from a selection of techs 24/7. The service lets you shop for assistants, based on experience for troubleshooting help. The first taste is free -- if you need additional support with things like remote virus removal or system training, however, it'll cost you. The service requires a Windows Live ID and can be found at the source link below.
Tech support for iPhone is cheaper than BlackBerry, Android
Research into IT administration has already shown that Macs are cheaper to manage than PCs. According to analytics firm ClickFox, the same is true of the iPhone versus its competitors. InfoWorld reports that ClickFox found the iPhone requires far less tech support from the carriers than phones based on the BlackBerry or Android platforms. ClickFox performed an analysis of support calls placed to call centers dedicated to the three platforms and discovered that multiple agents, multiple transfers, and often multiple sessions are required in order to solve BlackBerry or Android issues. By contrast, iPhone problems usually resolved in only a single call. Using the iPhone as a baseline, ClickFox found BlackBerry users required additional support (e.g., call transfers, followups) 37 percent of the time. Android users required more help a staggering 77 percent of the time. All that additional time on the phone with tech support adds up. With 11.5 million BlackBerry incidents and 24 million Android incidents requiring extra support, those costs spiral upward pretty quickly. Compared to support costs for the iPhone, ClickFox estimates the total cost of additional tech support is US$46 million higher for BlackBerry users and $97 million higher for Android users -- per year. Apple's focus on user experience is key to the iPhone's success, and if ClickFox's survey data is accurate, it looks like that's trickled down to lower support costs as well. That might be a contributing factor in the high iPhone adoption rates that firms like Good Technology keep seeing in the enterprise sector.
Survey: Apple's lead in tech support satisfaction is slipping
According to a survey [PDF] of over 4,000 customers, satisfaction with Apple's phone-based support is slipping, while other computer manufacturers like HP are gaining. Apple is still the undisputed leader with 58% of Apple customers saying they were "Very Satisfied" with their experience. Though higher than the 53% rate for HP and 47% for Dell, Apple's satisfaction rating has dropped 15 points since last year. It appears as if the automated part of the tech support process has people stymied. According to the survey, only 24 percent of Apple customers are "Very Satisfied" with automated support calls. In this category, Apple trails both Dell and HP whose customers are 30% and 46% satisfied with the experience, respectively. [Via TechCrunch]
AT&T U-verse Troubleshoot and Resolve app brings tech support via set-top box
The latest interactive addition from AT&T for users of its U-verse IPTV service isn't going to enhance Wimbledon or the Masters, but it might help fix picture issues. For things that just need a settings tweak, like the aspect ratio being off, it can walk users through the fix and for things that are more complicated it can request a call from tech support. There's a breezy video demo to give you an idea of what to expect embedded above or they can find it under the "help" menu once the feature reaches their area.
Google's Teach Parents Tech site to help mom and dad find the 'any' key this Christmas
It happens every December. You head home for the holidays only to be accosted by parents who need help fixing their computers. This year, it looks like Google will be lending a hand with its unannounced Teach Parents Tech series of public service videos. The Google-registered website teachparentstech.org still shows a "coming soon..." graphic and the videos remain unlisted on YouTube, but that shouldn't stop you from sending the source link below to your parents right now. At the moment, we're counting 54 cross-platform how-to videos hosted by real live Google employees. The videos are brief (less than a minute) covering topics as simple as "how to copy and paste" and "how to attach a file to an email" to more advanced sessions covering "how to setup an email autoresponder" and even "how to find cheap flights." Unfortunately, even Google can't explain to parents how to create a FAT32 hard drive partition. See what we mean after the break. Update: And it's live. Might as well get in the gift-giving spirit, eh? [Thanks, Nathan G.]
Laptop's 2010 tech support showdown reveals ugly truth: you're (almost) on your own
Dealing with warranties is one thing -- it's almost always a crap-shoot, and you're continually pressing your luck when trying to get something covered without any out-of-pocket expense. But how's about the tech support that's so whimsically promised with so many laptops these days? Our pals over at Laptop put in an inordinate amount of work in order to find out, pinging a full dozen manufacturers via phone and chat in order to measure hold time, level of support offered and overall satisfaction. Just about every major laptop maker was included (Acer, Apple, Dell, Lenovo, HP, Toshiba and Fujitsu, just to name a few), and an in-depth report of their findings was posted for each one. In general, though, they found that most companies wouldn't hang around long enough to answer those nagging questions that typically end up in forums ("How do I remove bloatware?"), oftentimes pointing the caller to a paid alternative that would actually take the time to address their issues. If you're considering a new machine, and you aren't exactly one of those nerdy go-getters who can troubleshoot everything yourself, you should certainly give the source links below a look. Just try not to get too depressed, cool?
Walmart to rival Best Buy's Geek Squad with own in-home install crew
We've never truly been at ease with that Geek Squad crowd. Something about "the people" they hang with and "the places" they hang at just worries us, so we're pretty thrilled to see another mega-corp stepping in to take the place of the now-deceased Circuit City FireDog crew. Starting sometime before the holiday season, Wally World will be partnering with N.E.W. Customer Service Companies in order to offer in-home installation to customers buying anything from a wireless router to a HTIB. The service plans will be sold on prepaid cards ranging from $99 to $399 in value, and each install includes a "preliminary consultation and a tutorial after installation is completed." Granted, it may be a bit tough to get the dude looking to spend $5 on a new plasma to spring for such a service, but hey, it's not like competition is a bad thing. [Via Hot Hardware]
