PC for parents: tech support options???

[Carve_gybe]

Hi!

I live in London and my parents live in the good old US of A. I'd like to buy them a DSL-connected PC so that I can call them, send them digital photos, and just generally make the Altantic a little bit smaller.

The trouble is that my parents are not very computer literate. Worse, their English could be better. Hence, what I need is a PC that comes with a premium technical support commitment from the seller/manufacturer. Does anyone have any knowledge about what are the types of technical support offered on the market and which ones are most applicable in my case? Your help is most appreciated.

[Steve]

Hi Carve_gybe,

I don't know of any resellers/manufacturers who have what I would call "a premium technical support commitment" but if you're up for the task, Windows XP has a built in program called "Remote Assistance" that allows you to connect to a remote computer and take control of it's functions in order to provide support. You can view the remote computer, chat with the users, transfer files and if nessesary, take full control of the computer. I've been using it with a couple of folks who need constant support and it works real good.

[saphalline]

I'd have to agree with Steve here. I don't know any seller/manufacturer that is willing to provide that level of service and commitment. All they want to do is sell the hardware (and their proprietary implementation of Windows) and support the hardware. The software end (other than the OS) is handled by the software manufacturers and publishers, so unless you're willing to pay a premium price for private computer lessons, you won't get that kind of help from Dell, HP, or even Alienware.

The situation is actually very grim, because there are an enormous amount of people (both young and old) who have no idea how to really use a computer effectively. That's no surprise since they require so much work, and each new OS and hardware technologies bring us closer to workability, but this constantly changing arena is just too prolific for its own good. It's especially daunting for older people who grew up during a time when toasters cost a fortune but lasted 10 years, and now they're faced with computer and other personal technologies that change every few months!

The whole thing will probably get worse before it gets better, but oh do I long for a time when new tech products work with computers that are 10 years old...

[Fruss Tray Ted]

Guys,
Is "Remote Assistance" similar to 'Netmeeting' such as Sylvander likes using with older versions of Windows? It may be another suggestion if not, especially if the pc in control may not have XP.

As far as security, they're both M$. Sooo, IMO, it's a coin toss... :rolleyes: Whichever application fits the situation should be fine.

[Mark Miller]

Hey guys,
Just one observation with remote assistance. I think one of the computers has to have Xp pro running for it to work.
Ftt,
Remote assistance lets one party [Xp pro] fully take over a computer while net meeting is more like a im program
Mark

[Steve]

From what I have read, Remote Assistance is an updated, upgraded version of Netmeeting. If one or both of the computers are running W9x, you need to use Netmeeting.

To use Remote Assistance, you need to have two machines using XP. I've read some things that say one of the computers has to be XPpro but I've also read that it works fine in XPhome. I've only used it with pro.

If Carve_gybe wanted to provide support to his parents, getting them a computer running XP and if he is not using XP, upgrading to it, would be a nice solution.

[Mark Miller]

hey Steve,
Remote assitance is different than Net meeting.
With remote assitance one party can take over another person's computer with their permission.
I don't think you can do this with net meeting
mark :)

[Fruss Tray Ted]

See this thread:
http://www.pcguide.com/vb/showthread.php?t=32285&highlight=MS+Messenger+Netmeeting

[Steve]

Yes indeed. I think Remote Assistance probably replaces PC Anyware and Remote Administrator fairly effectively. And does so at a reduced price. You have to give M$ a little credit.