Would you like some help with your computer or notebook and don't want to carry or ship it to our repair facility? Don't have the time to wait for an on-site visit? We can help with a certifiend technician logging into your computer remotely and fixing the problem without you having to leave the house or office.

Call our office at (727) 322-WISH (9474) to schedule.

SCHEDULE GENIE REMOTE HELP

FAQS (Frequently Asked Questions)

1. What is Genie Remote Help and how do I get started?
   
2. How much does it cost?
3. Can you get back into my computer after my session is over?
4. Is it secure?
   
5. Is your work guaranteed?
6. Can Genie Remote Help fix all computer related problems?
7. How long does an average support session last?
   
8. Why is remote computer support better than more traditional support options?
   
9. Is it easy to use?
   
10. Do you charge to diagnose my computer?
    
11. Are your technicians qualified to work on my computer?
    
12. Can you send a technician to my home/office for support?
    
13. Do you support Apple Macintosh?
    
14. Can you support older computers?
    
15. Can you provide remote support through a dial-up connection?
16. Can you provide remote support through a wireless connection?

What is Genie Remote Help and how do I get started?
Genie Remote Help is computer support/help software that allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control software. In fact, it's like watching your computer fix itself! What this means is that when you 'run our remote help software', it will allow a Genie Technical Support representative to 'view' and 'interact' with your computer remotely via the Web - fixing problems fast. To get started and schedule a Genie Remote Help session please call (727) 322-WISH (9474) and we can get started fixing your computer immediately...while you watch.

How much does it cost?
Much less than traditional computer support & repair options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you time and money.

With Genie Remote Help we charge flat rates for most common computer problems. If you can describe the problem in detail we should be able to quote over the phone. If we cannot quote over the phone we would schedule a diagnostic. There is a $35 diagnostic fee, however, the diagnostic fee is applied to what ever flat rate service/repair that we determined that you need. In addition to that, all our work is guaranteed! Call us at (727) 322-WISH (9474) to discuss your problem, get a flat rate quote, and get your computer fixed now.

Can you get back into my computer after my session is over?
No, not until you run our remote software again and request service. When you click our secure online support software you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.

Is it secure?
Yes. When you click our Remote Help Software your are initiating a 128-bit encrypted connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy. In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.

Is your work guaranteed?
Yes! If we can't fix your computer or notebook with our remote support services we will ship it to our repair facility "FREE OF CHARGE" and diagnose the problem. Our computer services & repairs are guaranteed for 90 days. If there is a problem with any service we provide, customers must notify us within 90 days of invoicing and we will work to remedy any issues quickly and professionally. Any charges from Genie Remote Help would apply to the flat rate service/repair that is determined that your computer needs. At Genie Remote Help, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from Genie Computer Systems, we will work with them to ensure their satisfaction.

Our key components of quality service are:

• A carefully screened and certified team of remote service technicians.
• A set of services crafted to meet all the needs of your home or office computers.
• A sincere desire to make all our customers happy.
• And, our Satisfaction Guarantee...

  Genie Remote Help is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at genie@geniewish.com and we will work with you to ensure your satisfaction.

Can Genie Remote Help fix all computer related problems?
No, but if your computer still has the ability to get on the internet, and with our 'hands-free' remote computer support service, we can:

• locate and remove viruses and install and configure anti-virus software
• stop pop-ups, remove adware/spyware and install/configure anti-spyware software
• fix driver related issues and repair peripheral problems
• install home and small office networks (including wireless networks) - ensuring security!
• fix email and software problems
• fix printer, scanner, digital camera and other peripheral problems
• help with MP3 players (iPod), PDAs and other mobile devices
• speed up your computer and increase performance; PC tune-ups & optimization
• perform standard maintenance, Windows updates/patches
• install and train on new software and hardware or teach safe online shopping
• assist in data back-up processes, transferring data from one PC to another
• fix error messages or frozen screens and much more!

How long does an average support session last?
The average remote support session lasts anywhere from 45-90 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe (lots of spyware!), we may recommend a follow up remote session, scheduling an in-home or in-office visit by a Genie certified technician, or shipping the system into our repair facility.

Why is remote computer support better than more traditional support options?
Traditional computer support options have been to wait on hold with a PC or software vendor, take your computer to a repair shop and wait for days for your PC to be repaired or to wait for a technician to visit your home. Remote computer support allows us to interact directly with your computer so you don't have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less. Many problems can be fixed remotely, saving you the time and headache of disconnecting your computer and carrying/shipping it to a repair facility.

Many of us don't have time to figure out what's wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, with Genie's Remote Help, there's no waiting on hold or the need to call multiple vendors for support. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.

Is it easy to use?
Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's 'hands-free'. While speaking with a technician on the phone, he will instruct you to simply click on the "genie remote help" link, let go of the mouse, and let us fix your PC!

Do you charge to diagnose my computer?
If we can't determine the problem from your description and give you a flat rate service quote, then yes, there is a $35 diagnostic fee. However, the diagnostic fee is applied to what ever flat rate service/repair is determined that you need. At Genie Remote Help, we will do everything we can to identify and resolve your computer problems, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 6 years old, or running Windows 95 or older, we suggest you consult with us before initiating a Remote Help Support session.

Are your technicians qualified to work on my computer?
At Genie Remote Help our computer experts are Microsoft Application Trainers, Microsoft Product Specialists, A+/MCP/MCSE Certified Professionals, Network Administrators and HTML Developers, and Programmers. We direct the correct qualifications to the specific task.. Every technician is pre-qualified, has experience in a help desk environment, performs repair and maintenance of computers & notebooks on a daily basis, and completes an extensive training course on excellent service and the virtual interface.

Can you send a technician to my home/office for support?
Yes. We can send a certified technician to your home or office anywhere in the Tampabay area. Most service requests can be fulfilled within 24 hours.

Do you support Apple Macintosh?
Yes, we have recently expanded our service offerings to include support for Apple Mac computers. We support Macs running MacOS 10.4 (Tiger) or MacOS 10.5 (Leopard).

Can you support older computers?
All of our services are available for PCs that have Windows XP and Windows Vista. A select list of services are available for PCs that have Windows 98 and Windows 2000, and for Apple computers that have MacOS 10.4 (Tiger) or MacOS 10.5 (Leopard).

If your PC is older than 6 years, or has Windows 98 or Windows 2000, it may be worth considering the purchase of a new computer. Call us to discuss your options.

Can you provide remote support through a dial-up or wireless connection?
Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older PCs (over 6 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment.