Remote assistance COMPLETED THANKS

[Redroger]

Has anyone used either as a recipient or as a helper the remote assistance facility where you hand your computer over to someone at a remote location to sort out a problem. If so, what was the experience please?

[Calverley Lad]

Using Norton's products over the years, I have had my share of problems over the years.
I have used the services of Symantec (owners of Norton) quite a few times, once you get over the shock of overseas technicians the experience is good.
English not being there first language, it takes time for you to be on the same wavelength.
 Brian

[Suki 1]

We've done it. It was with Dell. We had only just bought the PC & were having problems with it.
 It does seem strange seeing someone else takeover your PC but at least they managed to fix the problem.
 Its also been taken over by my OH's son who is well up on computers when we have had a problem & he cant get down to our house to have a look at it. Its been sorted then as well.

[Scottiedog]

Has anyone used either as a recipient or as a helper the remote assistance facility where you hand your computer over to someone at a remote location to sort out a problem. If so, what was the experience please?

Yes, I use Teamviewer occassionally to assist others. It can seem odd to the person at the other end but it does the job. The "experience" seems very dependent on network speeds.

What's your particular concern?

[tomkin]

Over the years I have been a recipient many times.

    In fact my new computer threw a wobbly a couple

     of weeks ago. The technician took over the computer

     and sorted out all the problems. Obviously the problem

        solving is only as good as the person doing the solving.

       But it sure saves a lot of time and effort trying to communicate

        over a phone.

        Tomkin

[km1971]

Last year I had experience with a Three engineer in India trying to sort out a slow internet connection problem. In all cases the answer is to be sat in front of the PC and watch what they do.

In the workplace it has been available for about 15 years, when product like Microsoft's SMS became standard. I once managed a service function before having SMS and you end up wishing you had a video camera attached to the keyboard that would show the keys being pressed by the idiot at the other end. Remote control made the experience more pleasant, if ultimately a lot more boring.

I suppose you could always film the operation.  Funny how things go full circle.

Ken

[IMBER]

I've used Symantec very successfully.  Yes, it was a guy from overseas and there were a couple of misunderstandings but he was very technically competent and sorted matters very quickly.  Bit strange seeing your computer taken over in front of your eyes. Biggest problem was that he was thinking twice as fast as I was!

[LoneyBones]

I've had my tech do mine, he built it and I trust him.
I've also had a tech from my internet provider, I watched like a hawk. I also made sure I locked him out again when he'd finished (disable Remote Assist.) and phoned my tech to make sure my computer was still safe.
 I would never under any circumstances trust my computer to anyone who cold canvassed, no matter who they say they are. There are so many scammers out there trawling for your details. And don't ever think you have nothing to lose. Once someone has your ID they can go buy a house and you get to pay for it.
Please be careful.
Leonie.

[Redroger]

I have never yet needed to use the service, and wondered 1) How effective it is? I suppose the "parent" has to be OK as it seems like the system used to upgrade computer software on space shots (Can't send a tecchie up!) 2) My other concern is security, but I suppose it  will be safe enough with reputable companies and staff. Will Try it if I need to.Thanks for replies.