PlumChoice

Thanks, Oprah, We Like You Too!

A big thanks to Oprah and her "O" Magazine staff for selecting PlumChoice as a gift of choice this season in their December Gift List issue.  So many of the sought-after gifts for 2007 are technology related but are just not as plug-and-play as they appear.  This holiday season, you can help your friends and family get up to speed on their latest gadgets, learn to use all of the features this time instead of just the three or four they can figure out themselves, and fully appreciate the gifts they receive. Let us make life easy this year by making your technology work for you!

Hail to our Techs!

You can build a service with the best tools and technologies around, but at the end of the day, it really does come down to the people using those tools.  At PlumChoice, we are so fortunate to work with the best-of-the-best around the country and our recent top showing in Laptop Magazine’s review of online support services is a tribute to the exceptional skill, dedication and customer-first mindset of our people.   The magazine's editors awarded PlumChoice its prestigious Editor’s Choice Award in part because of the caliber of our technicians, stating “Our [PlumChoice] technician was very polite and helpful and the most knowledgeable by far.”

Our mission at PlumChoice is to get your technology to work, period. Regardless of where you are, what time it is or what the issue may be, PlumChoice technicians are trained not just to help, but to deliver an easy, headache-free experience.

So here's a big thank you to all our technicians.  You are the cornerstone of our company.

If you have a story about a favorite PlumChoice technician, we'd love to hear it.

60 Nano Seconds of Fame

A Sunday or two ago, the TV news magazine 60 Minutes replayed a story first aired last January on consumers’ love-hate relationship with the technology that surrounds them.  About this time last year, PlumChoice was contacted by the program’s producers asking for perm ission to come and film some of our techs in action.  I’m proud to say that two of PlumChoice’s finest – Jon  and Jamie – were featured in the story as part of a don’t-blink-or-you’ll-miss-‘em montage of our industry’s various tech help options. 

While it was all very exciting and everyone involved with the 60 Minutes crew was very nice and professional – it was pretty clear from the start that they just didn’t get it.  We watched them smile politely as we talked about the wonders of remote service, all the while getting the sense that they viewed one service option pretty much like any other.  The resulting story focused almost exclusively on “the tech in the driveway” model since that’s the model most people know.  But what a shame!  60 Minutes could have talked about the revolution going on inside the home services support arena – the revolution that says consumers don’t have to pay high prices and wait days for qualified technicians to help them.  They could have talked about how the Internet is completely changing the face of home services from one focused on break/fix to one far more comprehensive and flexible – not to mention more capable of servicing the increasingly wired home.

Perhaps one day, while waiting on hold (can’t resist the sound effect of the ticking stop watch here!) to schedule a technician’s help some 48 to 72 hours later, the producers will remember their visit to PlumChoice and realize it’s not about the success of the “geek,” it’s about the success of the consumer.

Time to Get Your Back Up!

My heart sinks every time I hear a customer tale like the one we heard from Jane this past Labor Day weekend. Jane’s hard drive went kaput on her, doing away with all of her data and critical files, including some cherished photos. She had tried to do the right thing by purchasing an external hard drive to which she would periodically copy her folders. But when she went to retrieve what she expected would be her complete backed-up data, she learned that not all had been copied properly. Her short-cut folders had failed to back up the data within them and her Outlook information was nowhere to be seen. Jane works from her home and she was facing the prospect of having to recreate an alarming amount of information and documentation. She was understandably upset.

While we were able to help her recover some of her key files, only so much can be done without adequate back-up. So please, before you make another move, get your files properly backed up. We are firm believers in Carbonite’s solution for this – we believe in it so much that we’ve included it in our primary services subscription package (http://www.plumchoice.com/serviceoptions.asp). This allows us to continually back up customers’ files on independent servers that will keep your data safe. But regardless of the solution you pick, make sure it’s capturing all of the files you want and maintaining it on a secure server.

Expect that your hard drive will go south on you at some point – usually at the worst time. With the proper back-up, when it does, it will be no big deal. Just ask Jane, our newest subscription plan user.

 

School Daze....What to Consider for Back-to-School Electronics (Part III)

After we help people set up their new PCs in preparation for the new school year ahead, we usually get the following question - "I bought this PC so I could get a wireless connection.  I just found out I have to buy a wireless router for it to work. What do you recommend?"

So we thought we'd help you out by providing some suggestions- then you can buy the router when you get the computer.

In our experience, we have found one of the best wireless routers to be the Netgear RangeMax 240.  It is the fastest router at short and medium ranges.  For the most part it is easy to set up, just make sure you have everything you need before you get knee deep in the process.  It also has terrific security features built into the system, you just need to know how to turn them on.  Note: this is one of the more expensive routers on the market, but you are getting your money's worth.  It retails for about $80.00, plus another $105 for the adapter.

If you are looking for the best value, the Linksys Wireless-G Router is a good choice.  It's fast, but not as fast as the Netgear.  It has the same security features as the Netgear, but again, you need to be sure to set the security up.  It is not inherently secure.  The Linksys Wireless-G is about half the price, estimated at $80.  No additional hardware is needed.

School Daze....What to Consider for Back-to-School Electronics (Part II)

A popular back-to-school, going off to college gift is the MP3 player, so we're often asked whether an iPod is better than any other type of MP3 player.

 

We know that there is a lot of confusion out there about what to buy. The good news is that you can't go wrong.  An iPod is an MP3 player; it can play MP3s as well as "Apple" songs that you find on iTunes.   Other MP3 players like the Creative Zen or iRiver Clix play MP3s as well a Microsoft Windows Media Audio (WMA) formats.

Of course, the feature/functions of the iPod or MP3 depend on the make and model - some are very basic, play just music and hold limited songs while others can carry thousands of songs, as well as play videos and movies.

The iPod nano is probably the most popular and the one that most experts recommend.  It's noted for its sound and ease of use.  One thing to note, this gadget only plays music (no movies and pictures) - which is usually the main reason why we buy an MP3 in the first place.

For some, a drawback to the nano is that you can only download music from iTunes and it does not come with a FM tuner.  However, this iPod can hold anywhere from 500 songs (2GB) to 2,000 (8GB)?

The cool thing about the nano is that it's small, slick and comes in five colors - even lime green.  The iPod nano is more expensive than other MP3s ranging from $149 to $249, but well worth the investment.

If you want to spend a little less, the Creative Zen V Plus is a terrific MP3.  Like the nano, it can hold up to 2,000 songs.  The price break is much less starting at $79.99 for 2GB and topping at $169.99 for 8GB. The Zen only comes in three colors and is bigger then the iPod. But in terms of reliability and quality, it's great.

The Zen does include an FM radio, photo viewer, video playback, alarm clock, calendar and organizer that can sync with Outlook. It is compatible with most music formats (except iTunes).  You can also download music from a number of sites including Walmart.com where you can purchase songs for $.88 each.

Just remember, the Creative MP3 player is for PCs only.  If you have a Mac, it won't work.

School Daze....What to Consider for Back-to-School

Thanks to all of you who sent us your most burning back-to-school questions.  And judging from the inquiries we're receiving by phone, it appears that the "what's affordable in laptops/notebooks" question is the most pressing for many of you. 

So, for those looking to get the most bang for their buck, there are some great laptops/notebooks that can give students and others on a tight budget just what they need. And with September fast approaching, the deals will only get better and better.

One thing you can't skimp on is memory - so be sure to get at least 250G HD, 2 Gigabyte of RAM (with Vista) and a 128 Megabyte video card because you're going to want to be able to store your work, your music and your videos all in one place.

Some makes and models we like in the $800-$900 range include:

* Dell Latitude D630
* Dell Inspiron 1520
* Toshiba Satellite A135-S4467
* Compaq Presario V644US

They come with all the features and functions most any student will need and they're good, reliable performers.

Part-in-parcel with the student laptop inquiry often comes the question about safety and what filters are best for protecting minors from inappropriate Websites and potential online preditors. Unfortunately, no product out there is going to protect kids from everything on the Internet.

Net Nanny 4.0 and CyberSitter 2001 are two products that  can provide a helpful layer of protection. But ultimately, the best protection will come from the parent by their limiting how much time kids are online, instructing them on how to be safe cyber citizens and watching their online behaviors.

More back-to-school recommendations to come as we count down to that first bell.

Prevent Tech Help from “Helping Themselves”

In July, I posted an entry about the security of remote tech services and how remote services help in the security of your personal information.

Consumer concerns continue to rise, as more reports come out about the integrity of tech support and how to protect your personal information when your computer is being serviced.

In response to this growing concern, we released this week some simple steps that can be taken to help protect your data when your PC is out of your hands.  We wanted to post them here as well as an extra benefit to our visitors.

Step One: Keep Control.  First and foremost, consumers should look to engage a remote services firm whenever possible.  Remote support technicians will service your computer over the Internet – all while you watch – and the consumer never has to relinquish control, keeping the ability at all times to terminate the session with the click of their mouse.  What’s more, the more trusted remote providers will record the entire session (down to the keystroke) and be able to play back the service session if any questions arise.  This type of service protects both the consumer and the technician from any misunderstandings or misconduct.

Step Two: Clear your Web Browser. Web Browsers record the websites you visit, files you have downloaded, and passwords and usernames you use to access online stores.  If you ever have to drop your computer off for service, remember to clear out your browser cookies, history, and cache files before hand.  You don’t want someone shopping on your J.Crew account because you have your username and password set to automatically log into the site.

Step Three: Change your Password.  Change your password before you let anyone touch your system.  Many of us use the same password for everything, giving this to someone, gives them access to everything.  When the service is complete, be sure to change your password back.

Step Four: Limit What You Drop Off – Both the Virtual and the Physical. Remove anything that doesn’t pertain to the specific issue at-hand.  Don’t leave your personal CDs, games or USB sticks in the computer.  In most cases, all the technician needs is the computer and any affected accessory.  Leave everything else at home, otherwise you open yourself up to others viewing your photos, documents, etc.

And when dropping your computer off, make a list of what materials are with the computer and ask the service provider to sign it.  If the power-cord, mouse or another device is in your laptop bag, be sure that they’re there when you get it back.  Without a list you may be “powerless.”

Step Five: Mark Private Files Off Limits.  If you don’t want someone to see a video of your family on your vacation, be sure to password protect it, especially if you are dropping it off at a store.

Step Six:  Keep Your Tech Service Accountable. Protect yourself and your data by asking the tech support company how they monitor the service they provide.  Whether in-store, over the phone, in-home or remotely, effective oversight is the best remedy for misconduct. Review the company policy in this area before entrusting your computer with anyone.  Good questions to ask include:

·        Does the company record their service calls?
·        Does the company record the actual service session?
·        Does the company conduct background checks on its employees?
·        Do its technicians have one of the following certifications:  Microsoft MCSE, MCP, CCNE, Comp TIA A+
·        What is the company’s process for reporting and solving a problem?
·        Is the company a member of the Better Business Bureau?

At PlumChoice, we believe your privacy should be protected and we are committed to providing you secure, trustful tech support when you need it – privacy guaranteed.

Back-to-School Electronic Must-Haves

The summer is flying by per usual.  It seems to get shorter each year.  And with the close of summer comes Back-to-School prep.  What used to involve picking up a few new pens, pencils, folders and maybe a new backpack, now involves fairly complex (and not inexpensive) electronics purchases.

And we know it's often hard to figure out which products are best.  So, to help us help you ease the pain of back-to-school electronics shopping, we're taking a poll.  What's on your list?
Post a comment here telling us the kinds of products you're looking for and we'll post back with our top recommendations.

Check back with us on Aug. 13 for our experts' favorite makes and models.

In the meantime, enjoy these last few weeks of summer -- at least the leaves on the trees here in Boston are still nice and green!

Don’t Let This Be the Summer of Your Discontent

We all have tried this with varying degrees of success – finagling a few more precious days of vacation by attempting to replicate your work environment away from the office.  But the stress of not getting your technology to work the way it should while off-site, can lead to more stress than it’s worth.  But don’t despair. You can pull this off, you just need to give it a little forethought.  So here are a few basic pointers to help relieve the pressures of working remotely this summer - no matter where you are.

• High-Speed Connection…My Kingdom for a High-Speed Connection!  First and foremost, confirm that there is a working high speed Internet connection at the place you’ll be visiting.  If you find yourself having to struggle with dial-up, you’ll end up missing all of the fun you stayed the extra few days to have…and start paraphrasing Shakespeare like mad.  There is nothing worse than spending all of your beach time waiting on a dial-up connection!

To Thine Own Work Style Be True.  When you work, you probably use a lot more than just email so you have to resist the urge to tell yourself that as long as you’re on email, you can pretty much get things done.  You may need access to your files, past email, perhaps even the office network.  So the first step to avoiding frustration and stress is to make sure you have easy access to all of the things you need.  Talk to your systems manager (or call us!) and get yourself set up.

Get Thee to Your Office PC! If you don't have your own laptop to take with you with access to your files, consider using a desktop sharing application like GoToMyPC that will enable you to work on your work computer as if you were sitting in front of it.

Whether you’re traveling on business or pleasure this summer, it’s important to expect the unexpected.   USA Today did a nice job in an April article on the subject (http://www.usatoday.com/tech/products/services/2007-04-10-road-computer-fix_n.htm). 

And for those with a taste for disaster, here is a fun piece from Business 2.0 (http://money.cnn.com/galleries/2007/biz2/0706/gallery.travel_disasters.biz2/index.html)

Enjoy the rest of your summer and happy travels!

Ted