Jewish World Review Dec. 31, 2004 / 19 Teves 5765


Virtual service calls available

By Mark Kellner

http://www.NewsAndOpinion.com | You just got a new PC as a gift. It's hooked up to the Internet, and you're cruising along. Blam! A virus has corrupted your system, or yor e-mail suddenly dies. Who are you going to call?


Ted Werth hopes it will be him, or, more precisely, his company, PlumChoice of Bedford, Mass., just northwest of Boston. The company provides "virtual" support to people who have Windows-based PCs running Windows NT, 98 or later.


For $80 an hour (also available in 15-minute increments at $23 each, for short tasks), one of Mr. Werth's technicians will contact you, log onto your computer, and help diagnose what's wrong, fixing it remotely. He said the company aims its service at home users and small businesses with fewer than 10 machines.


A fortunate nexus of the Internet's power and the spread of broadband communications makes this more possible than it would have been five years ago. Windows, especially the latest XP versions, make remote access easier, too.


The service works through secure desktop sharing software, which allows a remote technician to access a PC or network via the Web, or a fast enough dialup connection. The user controls access to their PC, as well as the length of a support session. The user can talk to the technician via telephone or a keyboard-based "chat" session directing them to problems or items of concern.


The chief advantage of a service such as this is that, as Mr. Werth said, "it gets rid of all the back and forth" of packing up a computer and taking it in for service. It's also neat to see someone fix a prolem while you watch, he added: "60 percent of the people who see this, when they start speaking again, say 'wow' as their first word," Mr. Werth noted.

Donate to JWR


He said his typical calls after the holidays are for help with digital cameras and other "new" peripherals. But for the user who has a more serious problem, such as a virus, PlumChoice can deal with that, as well.


"Spyware [removal] can definitely take longer" than 15 minutes, Mr. Werth said, adding that the firm's technicians will typically help customers set up printers or make sure antivirus software is properly installed.


"What we're doing differently is we're trying to provide a very friendly service," Mr. Werth said.


One thing to note about the service is that hours are business ones   —   8:30 AM to 8:00 PM Eastetn Time, weekdays   —   and that it's by appointment. If you call with a problem, you'll be given a time when you'll be called back. This eliminates sitting on hold and getting frustrated, Mr. Werth said. Most calls can be scheduled within an hour or two, he added.


The firm also offers its services to companies and their "road warriors," who can then get help with systems problems while traveling. Mr. Werth said the company is also partnered with TripRevwards, letting those users redeem points gained by staying at certain hotels for service time.


My primary computer is an Apple Macintosh   —   they're far less subject to failures than Windows-based systems are - and, frankly, I'm paid to fool around with PCs. And, the firm's Web site also advises prospective customers to think about replacing a PC if it is more than four years old, since repairing problems and preventing new ones can be a hassle.


For the home-based business person   —   or if you have a relative needing dedicated computer help   —   this might be just the ticket. Having peace of mind is essential, and PlumChoice sounds like a good way to guarantee it where a computer is concerned.

Find this column useful? Why not sign-up for the daily JWR update. It's free. Just click here.


JWR contributor Mark Kellner has reported on technology for industry newspapers and magazines since 1983, and has been the computer columnist for The Washington Times since 1991.Comment by clicking here.

Small biz gets tech hookup to fed deals
Jingle Bells, or ring tones, etc.
Smithsonian's Hand-Held Tour Guide an iPAQ
iMAC G5, Emachines is runner-up
Three 'cult' items: two good, one bad
Charity finds a United 'E-Way'
NetObjects Fusion A Useful Web Site Builder
eMachines Model Offers Performance
Second thoughts
Adobe updates its easy photo fix
Recording radio
Myths die hard, even for ‘insiders’

Apple's iMac, better still

Free software worth something
A TV Board For Your PC
Raising the 'dead' and the dusty
Promise of VoIP not yet total
When ideas and policy collide at work
Why not take the easy way out?
One to buy, one to skip
In Israel, high tech goes on the road
Right out of the box, little Sony camera impresses
Useful little things
Epson printer does far more than just print
Does Gmail hit the spot?
Independence Day Thoughts on computing
Still more about online e-mail
Your vacation e-mail options
Mr. Reagan's Computing Legacy
Following your heart
Power Mac G5: A powerful tool
Opera: This browser sings
Motion's new tablet a step up
Fuji's S20PRO is for you — maybe
Last week's small revolution
More small wonders bring delight, challenge
Livin' large, livin' cordless
Small wonders: Gadgets good and bad
The right tool for the right job
Office 2004 for Mac is coming
Good Computer Info? It's In Print
'Office' suite good for price
The Delightful Deja Vu of the iPod Mini
Another check creation option
Blocking pop-up ads
Apple's super-cool iBOOK G4
MSN, the AOL alternative?
It's Konfabu-lous (and other Mac joys)
The world on my wrist, courtesy MSN
Treo 600 is great business tool
How to make good computer choices this year
The year behind, the one ahead
Last minute gifts, and other thoughts
Something special in the air, again
Veterans Admin plans computer revolution
More holiday gifts
Holiday Shopping Ideas (One of a Series)
Now, Mr. Gates Joins War on Spam
Stopping "Phishers" From Scamming You
Staying safe online
Franklin Covey Brings Order to Outlook
Upgrades: Should you do it?
Time to dump Ma Bell?
Palm T3 widens users' options
Electronic reading
Lessons from a hurricane
Can the PC and phone really merge?
The case of the curious keyboard
The season ahead
New keyboard adds flair to motion tablet
Upgrade path smoothes a bit
Dreamweaver, make me a web
Experiments in upgrading
A tale of two headsets
A declaration of Mac-dependence
Fuji's Fine FinePix S602Zoom
In search of good Mac apps
Little gadgets make computing easier
Adobe Acrobat 6.0 scores
Toshiba's Twisting Tablet PC
HP printer a steady worker
iTunes store, Mailblocks are cool online services
Palm's objects of D-Zire
Gateway's Tablet a winner
Outlook 2003 beta: A promising program
Tungsten's handy "Dubya"
Lexmark's winning all-in-one
Wireless ways
Long distance tech support does trick
Tablet Planner software a hit
Up and down the road with Joyride
Clarion's "AutoPC" is no "Joyride"
Apple's Keynote is PowerPoint for less
Moving adventures
Traveling companions
HP's Compaq Tablet PC a winner
The war on spam continues
Browser for Mac users has good start
New Adobe software organizes photos
Techno-war
The year the PC grew up
PC meets philately: one hit, one miss
Digital Nikon camera a winner, at a price
Honey, they shrunk the COMDEX
Last-minute ideas
Microsoft's Tablet PC has promise, problems
Upgrade with a plan
Palm's New Tungsten PDA Shows Its Mettle
Nobody asked me, but ...
Love, in Quicktime
T-Mobile's sidekick a good partner
Put on a (happy, unwrinkled, tanned, whatever) face
Apple software upgrade very useful
I came, I saw, iPod
How's that? A tech critic reflects, briefly
Satellite radio gets favorable reception
HP's desktop printing marve
Mac satisfaction --- and some really good software
Off to college ... with eMachines
Have PC, must travel
After Shot manages your digital camera images
X200: Mobile worker's fantasy
Beware: Consumers face a fee for printing own checks

© 2004 News World Communications, Inc. Reprinted with permission of The Washington Times. Visit the paper at http://www.washingtontimes.com