This one is for non-so-geeky users who need customer support to fix simple issues like installing an anti virus software to setting up WiFi network.
PC Chimp is a Chennai based startup that offers customer service remotely and unlike several companies in this business, they offer ‘“No Fix No Fee” policy as well as fixed rate card for their service. All one needs to do is pickup the phone and dial the help line. A technician would answer the phone, and fix an appointment to send an engineer over to resolve the issue.
The startup currently offers onsite support and plans to launch phone/remote support at a later stage (needs lot more technical depth and partnership with PC manufacturers as well).
PC Chimp’s service includes
- PC Repair/Upgrade Service
- Networking Service (like setting up Wifi)
- Data Service, and
- Advisory Service.
The company also sells Net Nanny products in India, a parental control product that helps parents protect their children from pornography and monitor their Internet usage.
Overall, this is a much needed service in India and the target audience, i.e. SME and Home users end up paying a lot for ‘mediocre’ support that ends up in reinstalling the OS for all things complex! (on a funny note, have you ever wondered why all support engineers keep clicking ‘Refresh’, on the desktop? 
)
One of the companies that was a pioneer in this space, SupportSoft was recently acquired by Consona for $20million.
What’s your take on PC Chimp’s service?
[The article is sponsored by Sun Startup Essentials]
On your funny note: I was also taken aback at the speed they click this refresh button… it is just a involuntary motion i guess… though he was talking to me about something else … still pressing the refresh button every 500 milli-seconds kinda speed.
i asked one of such technician, he said “process fast ho jata hai(it speeds up our computer)”.
@Ashish: most technicians do end up reinstalling the OS for 9 of 10 times. they simply do not understand the real prolem. most have difficulty in understanding the plain English error msgs.
And when they say we need to reinstall the OS, it seems the problem was huge and he saved the day.
I tried these guys for a setting up my network and looks like these guys know what they are doing. Didn’t charge me a lot. Setup my network, did the wiring for my office and it came to less than 1k. My regular tech support company asked for 3k for the same job.