Log On for Free Help

Home Office Computing, Dec, 1999 by Dave Johnson

NEED COMPUTER HELP? Forget calling vendor tech support lines just to be greeted by busy signals and interminable hold times. Now you can simply log on to your favorite free, Web-based help desk to get questions answered and keep your PC in top form.

Tech support, something PC manufacturers consider a revenue drain, is being reinterpreted as an opportunity by a handful of Web start-ups, says International Data Corp. analyst Doug Chandler. At stake is what IDC estimates is the $19 billion phone-based support business. To siphon customers from vendor support lines, online help desks are offering a mix of free and advertiser-supported services, as well as premium subscription-based packages.

Conceived as an "e-support portal" for all the applications on your hard disk, MyHelpDesk.com offers aid for over 1,000 applications--you just choose the program you're struggling with to get access to a dizzying array of resources, including product updates, tips, online forums, and vendor support sites.

PCsupport.com has an even grander vision. When you log on, the site scans your computer's hardware and software, then automatically provides the newest product updates and drivers for applications. It also offers hard disk cleanup, online backup of up to 25MB of data, virus scanning, and remote diagnostic and repair tools--all for free. There are even live tech support operators available to help you, right from the Web. Premium services such as in-depth diagnostic support are available for a monthly subscription fee.

Another free choice is Nowonder.com, which employs 1,300 support volunteers to answer questions you post on the site's message boards. Although Nowonder.com claims that 90 percent of questions are answered within 48 hours, you can also pay for VIP support, which sends your queries to the top of the heap.