• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Do you help friends and relatives with their security software?

Are you the point person that your friends, relatives and neighbors call when "something isn't right" with the security software? Do you provide personal technical support to mom and dad? If so, is it in person, over the phone, via chat or VoIP?

How do you feel about it? Do you like it, is it frustrating to you? I'm curious about your experiences!

Message Edited by Tony_Weiss on 04-18-2008 05:36 PM

Replies

Kudos0

Re: Do you help friends and relatives with their security software?

I suppose I would be the go to guy in my family when that something isn't right issue comes up.  Doesn't happen all that often, but it does happen and its usually something that I can resolveover the phone, but if I'm in the area for a visit then I'll just take care of it then. 
Kudos0

Re: Do you help friends and relatives with their security software?

I can say that I'm the person who fix every problem for my neighbors, family, friends...

Sometimes it annoyes me, when it's the same problem again ("Can't write video dvds, because I forget how.", "I've got a virus, what do I have to do?", "Can't install a game, why?"...and so on), and they never learn it how to fix it. I'm a patient man who like help others, but sometimes it's hard, when they don't listen, and don't care.... You just fix it, and next time you will do the same.....

Edit: I do it mostly in person or via WLM.

Message Edited by PapauZ on 04-08-2008 08:37 PM
Windows 10 Hungarian, Norton Internet Security v22.9.0.71
Kudos0

Re: Do you help friends and relatives with their security software?

Being a computer professional (been a programmer and systems analyst for about 30 years) I'm usually the person that family and friends turn to with "issues".  Most of the time, I'm more than happy to oblige as their problems are usually much easier than some of the problems I have to grapple with at work.  The other times (such as recently when a 75-year-old friend's granddaughter had so corrupter her grandfather's PC that it took me the better part of a week to "de-junk" it, it had so much spyware and crap on it), it usually turns into a challenge.  But even the challenges, frustrating though they may be at times, can be fun once you get them resolved.

Paul

Message Edited by matlinp on 04-08-2008 03:35 PM
Paul Matlin
Kudos0

Re: Do you help friends and relatives with their security software?

Hi,

     Immediate family and friends do ring for advice on how to's regarding their computer issues and I'm only to

pleased to help. Sometimes the problem is caused by security software but it's mostly just inexperienced users

getting confused by the technology. I do worry that they think I know more than I do! But I do my best.

Regards, Sherlock.

Kudos0

Re: Do you help friends and relatives with their security software?

My Computer Career was started by doing Upgrades, AntiVirus, & Security work for my neighbors, friends, and family, but now it is the main focus of my business and I enjoy this kind of work! What started as a very interesting sideline has for me - turned into a real passion for computers and it has supported our way of life for the last 15 years!  

I think at this point that I'd like to thank Tony Weiss, Tim Lopez, the Programmers, and the rest of the Beta testing Staff at Symantec for the opportunity to work with them as a Beta tester on several of their projects in recent years. I especially liked last year's NIS InterNet Security Product - talk about a Rock Solid World Class piece of programming! I believe I am qualified to say that too - I hold a Degree in Programming and Business, Several Network Engineering Certificates and Microsoft Certifications.

Nice Job Team!

David Naylor @ PC Rescue

Kudos0

Re: Do you help friends and relatives with their security software?

I am my families, and extended families, computer problem "solver", and that covers a lot of territory. Sometimes its about recommendations - what kind of software or hardware to buy - and that's fine via email or phone. But when "something isn't right", I've moved exclusively to remote assist as it is by far the most effective method for getting under what are often nebuluously identified "problems". And it seems to work best when I have them on the phone simultanously, so that I can get context for things I run across (and problems they neglected to mention up front). And occasionally I can do a little education or identify needs in this manner.

It can be frustrating, especially when you don't have the tools to get after the problem. But "helping" out family and friends with computer problems has always given me an odd pleasure.

Kudos0

Re: Do you help friends and relatives with their security software?

Yes I do.

My environment looks at me like some sort of security expert

"All that we are is the result of what we have thought"
Kudos0

Re: Do you help friends and relatives with their security software?

I tend to be the "go to" person with all my friends and family. I (like lots of other folks here) work in the IT field so that makes me an "expert" to them. I also have been the victim of ID theft and still to this day feel the repercussions of it. So, when a tool like Internet Security comes along - I take it pretty serious. The cool thing for me is that I can set everyone of my friends and family up and really not have to worry too much about the "what the heck is this thing doing" - or - the "I clicked on this and I think something bad happened" calls with this product. I know - I sound like a salesman for it but really, it is like the Wild West on the internet. With everyone getting more sophisticated on phishing scams and pages that really look like bank/mortgage companies/paypal/eBay and knowing the pain I suffered because I was confirming an account with my "bank" - that if (going back to the Wild West metaphor) I can get my hands on a Peacemaker - then you better believe I am!

I will arm my entire family and friends if I had my way.

So, to answer your question - yes, I help out anyway in any fashion I can. I really enjoy it. I have in the past just done all the tweaking myself. But, I like to give my friends and family some experience in taking control of things and understanding what they see or do when stuff like this happens. So, I tend to talk them through it over the phone or by email. Sometimes I can stop by and show them in person.

Kudos0

Re: Do you help friends and relatives with their security software?

Hi,

here´s the same. My friends say "You should open a technical hotline $$$", but I must say...I love it. At work ( I am an employee of a big german electronic discounter)  I have to maintain all the workstations and printers and so on as a volunteer- All the things that our central IT-Management can't do. My colleagues know me and I answer all their questions (if i know the answer). 

I help my friends with WLM and use VNC to connect to their computers remotely, because the most of them live hundreds of kilometers away. Sometimes it's a full time job, but one hand give another. 

Cheerio

Lars

Message Edited by HorstL on 04-08-2008 09:33 PM
Life is like an adventure- stupid story but fantastic graphics.Earlier we flew to the moon with a Commodore 64 Computer.....today we need a pentium pc to start Windows ;-)
Kudos0

Re: Do you help friends and relatives with their security software?

I am the go-to guy for my family as well as my in-laws. I am a computer consultant, and that can be a blessing and a curse sometimes. My family usually calls at the worst times, but I am always happy to help out. I have PCs and Macs in my world, so I keep on my toes.

Ken

Symantec Tester for over 15 years!

Kudos0

Re: Do you help friends and relatives with their security software?

my email name, goaskal, says it all. when friends have a problem with their computers (or other electronics) they go ask Al. Phone calls are not uncommon and I do go to their homes if needed. I don't mind helping and it has become a bit of a business. My friends refer their friends when they need help. The only problem with this is that I don't have anyone to call when I have problems of my own!

Al

By the way, I've been beta testing for so long that I don't remember when I started!

Message Edited by goaskal on 04-08-2008 01:30 PM
Kudos0

Re: Do you help friends and relatives with their security software?

Yes, I'm  point person to some of my friends , relatives and my parents for sure.  I accept the fact, there's a pecking order.  I'm hardly the most technical person in the world.  When I get stumped, I call on friends who are software architect/CIO/CTO types. 

Whenever I provide support, I actually initiate a GoToMeeting session in order to remotely diagnose people's problem while I'm on the phone with them.  I find the ability to see/access people's computer to be invaluable.

A remote diagnostic tool like GoToMeeting help minimize miscommunication and frustration.  Whenever I'm able to solve my friends' problems with my limited technical knowhow, I do get a tremendous sense of satisfaction.  Who wouldn't? 

Kudos0

Re: Do you help friends and relatives with their security software?

I don’t have to write something down… All is already written by the other forum members… In this case I don't have to do something....

 

Evert Maurer
Evert Maurer (The Netherlands)
Kudos0

Re: Do you help friends and relatives with their security software?

Hello,

    Yes, I am the person that everyone goes to for any type of technical problem. Nearly daily there is something I am asked to help with. I am always happy to help! My parents, too, ask for help on the computer. I usually help people many, many ways. One of my favorite is using free software such as LogMeIn, while talking on the phone with the person. LogMeIn allows me to view another computer through my own. In combination of the telephone and LogMeIn, I am usually able to get any task completed within a short period of time. I really enjoy helping people, athough I do have to agree that it is somewhat frustrating. Many people don't want to learn, and always decide to ask a million times for help with the same problem. 

Thanks!

Josh R. 

Kudos0

Re: Do you help friends and relatives with their security software?

Come on make us happy
"All that we are is the result of what we have thought"
Kudos0

Re: Do you help friends and relatives with their security software?

Like others here, I am the tech support for my family. My uncle, in particular, a retired Bell Labs engineer, calls me frequently to discuss problems and questions, though I think mostly he wants reassurance.  I enjoy talking to him so I don't mind.  Most recently, I've been working through his issues trying to keep NIS2005 updated on his Windows 98 system (a creaky Dell 386 box).  One of these days, he promises me, he'll get a new PC and I'll have him put Norton 360 on it.
Steve
Kudos0

Re: Do you help friends and relatives with their security software?

Oh, the remote desktop software I use is TeamViewer3 (based on UltraVNC), which is free for personal use.  I'm amazed at how easy and fast it is and it works where Windows Remote Assistance doesn't.
Steve
Kudos0

Re: Do you help friends and relatives with their security software?

I've worked with computers for over 20 years now and get questioned by friends, relatives, coworkers and others. Part of the time I've held positions as a bench tech for a vendor and a network administrator for another firm. Currently I work in law enforcement where one of my "additional" duties is tech support. How do I feel about it? It's been a part of my life for so long that it feels "natural" to be answering questions, suggesting software and counseling purchases and practices. I've been a Norton user for most of my computer years and a strong supporter of their products. I even have a copy of "The Norton Utilities, An Illustrated Tutorial" written in 198x :)

For family support I go in person locally and use the phone for long distance support. At work I do some in person and the balance via remote desktop. I have the trust of our IT department not to mess too many things up too much so they allow me to play in their sand box. For the most part it keeps the day fresh and interesting. I get to change subjects and help others. Keeps me thinking and satisfied.

Dick Win 10x64 current current NSBU
Kudos0

Re: Do you help friends and relatives with their security software?

The simple answer is yes, I do help my family and others with there security software setup and other computer problem as much I am capable of and often it is not very complicated things that are stopping people. Even today some people do not care about there security and do even not have an anti virus program, they tell my that nothing will happen they do only browse a secure internet site, but do we know better! :robotsurprised. It is sometimes a frustrating one especially when a person has done nothing to protect him self, but usually it is an enjoyable work and rewarding.

Regards,

G. Einarsson

Windows 10 Pro, 64bit
Kudos0

Re: Do you help friends and relatives with their security software?

I myself wound up being the go to guy around 5 years ago. I always get the call when the security software comes into play and offer my advice as well as for sure fixes. I also opened up a computer store 3 years ago and now have made it a fulltime job helping everyone cure their ill pc's. 
Microsoft Certified ProfessionalSecurity + CertifiedA + CertifiedNetwork + Certified
Kudos0

Re: Do you help friends and relatives with their security software?

Hi,

I have to say - yes. I am the goto PC tech - most family gathering - I will find my way to a PC or MAC or iPhone or Game Console or DVD or same other Hi-tech device.

MY God-daughter usually flies in from LA with Laptop in hand and with a big smile - "Can you Fix it?"

The In-laws - who are up in years - will need help from time to time.

I am a MCSE for Win2k - and gave it up to go back to my main line - Mechanical Engineer. I have format and troubleshoot evey PC from a 8088 to latest and greatest......

PerDiem856

Kudos0

Re: Do you help friends and relatives with their security software?

Since I just spent 4PM to 10PM buying a new computer, hooking it up, checking it out, configuring backup, AV, etc. for my father in law who is visiting, I can assuredly say "yes" I am that guy.

Karl

Kudos0

Re: Do you help friends and relatives with their security software?

I'm like free tech support to my friends and family, and this works especially well for my family as I give them the spare registrations for my NFR of previous NIS-range products I've been fortunate enough to test.

I sometimes help my friends out remotely using the Remote Assistance tool on Windows, but if I can be in front of the computer, I'll always sort it out that way.

I could dream forever, and never stop, I could think of life and beauty, the stars that fade in the sky, the hearts of lovers, the dreams of dreamers.
Kudos0

Re: Do you help friends and relatives with their security software?

Another yes vote for me :) Just like the rest of you I'm "free technical support" for the entire family... and then some. Friends, neighbours, extended family... I also seem to be flipping tech support for taxi drivers in my area too (!) It's true - sometimes when I've got a taxi to get to the train station or airport to go meet a client the usual 'cab chit chat' occurs. They'll usually say things like 'So what do you do then?' Well, as soon as I say IT I've had it. :D Spent one journey trying to troubleshoot a non booting XP machine; it was 6AM and I was 'working' :(

Still... at least you know you'll always have loved ones :P They don't dare piss you off in case you tell them to manage on their own(!)

Kudos0

Re: Do you help friends and relatives with their security software?

Yes I get asked most of the time usually from my work colleagues and lately by

my daughter who recently purchased a laptop with a Nortons Internet Security

package.  Had no Idea what she was supposed to do with it so I had to install it

activate it and then explain some things to her about the program.

Kudos0

Re: Do you help friends and relatives with their security software?

Dear Shakeym,

What is the reason your daughter who purchased a laptop with Norton Internet Security on it had no idea what she was supposed to do to activate it? 

Obviously, this would concern Symantec's Norton Internet Security marketing team, as we desire smooth "customer experience" for every one of our customers.

In your daughter's case, what do you think Symantec needed to do for her to have figured out for herself the activation process?

Curious - Nancy

Kudos0

Re: Do you help friends and relatives with their security software?

Most of the time, family members tell me their computer is running slow or their internet is running slow. I have no clear answers to give them other than "I'd have to look at the machine to see what's going on." This can be frustrating to both parties as it's not a specific answer to their question and I feel like I didn't help them much.

Kudos0

Re: Do you help friends and relatives with their security software?

Well indeed as a member of the Syamntec team I am indeed the go to guy for friends and family. So don't feel like your alone out there and keep on teaching em they will get it eventually.

This thread is closed from further comment. Please visit the forum to start a new thread.