General Frequently Asked Questions
How do you connect to my box (pc/computer)over the Internet to fix it?
Want to see how we do it? Watch our video! At BoxAid we use cutting edge technology that lets us send you an email, or you can go to a website where you can click on a link and be connected to our servers. We then can see your computer desktop as if you we were sitting with you at your home (minus you in your robe and slippers) We then troubleshoot whatever issue you may be having and let you know if we have a solution or not. Most importantly, you can see everything we are doing to your box as if we were in front of you. Packing up your computer and taking it to a store is no longer needed with today's technology. After our session is over we disconnect our session with nothing left behind so we can not get back into your box at a later time.
Will your remote control software work if I have wireless router?
Yes our software does not care about your network configuration. We only require a high speed connection to the Internet. So as long as you can get to the Internet and you do not have a dialup connection we will be able to connect to your machine.
How long will the session take to fix my computer?
This answer varies depending on your problem. Typical cleanup of junk and improving performance is anywhere from 45 minutes to 80 minutes depending on our connection. Virus removal can be more time consuming and takes anywhere from 90 minutes to 2 hours on average.
Do I have to sit there the entire time while you fix my box?
No, we only need you to get us started by initiating our remote control software. This usually takes five minutes. Once we start the process you can walk away or watch us work on your computer as if we were in front of it.
Are you going to sell me some kind of magic software that will automatically fix my computer?
If you check the Internet for computer help you will surely see countless websites trying to sell you software that will "speed up your pc" or "clean your registry". Well we have no software to sell you. Many of those software companies are scam artists and are looking to make a quick buck. We do use software to sometimes fix your computer but its all free and we have no intention of charging you for it. Virus Scanning software is the exception to that rule. You should have a reputable Virus Scanning software on your box and those usually cost a few dollars and that is up to you to buy at your discretion. Optionally if you do not want to spend any money on anti-virus software we can install a reputable free version of anti-virus software on your computer.
How do I make sure my credit card information is secure?
Because you never enter your credit card number online you don't have to worry about us losing it or our database getting hacked. You give us your credit card over the phone which is processed on a virtual terminal where it is only used for our current transaction and not stored anywhere on an internal database.
What country does my phone call get routed to?
We are based in New Jersey and we have about 23 experienced technicians all over the United States. Our technicians are always in the United States and your call will stay within the continental U.S.
Will I see any charges on my phone bill?
No, our toll free number is completely free to call from the United States. We collect your credit card information over the phone and will only charge your credit card when you are satisfied that we have fixed your problem over the phone.
When do you collect my Credit Card information?
We collect your credit card information only upon completion of fixing your computer. We do not collect your credit card information until you are satisfied the work is done properly. We do not store your information on any of our systems so there there is no data loss or the possibility of identity theft to consider. We use Paypal to process our credit card payments which offer full merchant services and are well-known in the industry for their exceptional security standards.
What will show up on my Credit Card Statement?
Your credit card is processed like any other transaction and your statement will show the BoxAid name next to your transaction. Click here to see an example of a credit card statement.
What if you can't fix my problem?
Then you have nothing to lose. Our expert technicians are some of the best in the industry. Our success rate is exceptional but of course there are some problems that just can't be fixed remotely over the Internet. In rare cases, we have worked on a problem for over two hours with no resolution and in this case we simply admit that we will not be able to help you and recommend some alternatives. No credit card is collected.
How do I know if I can trust you?
We take every precaution to make sure that our employees are trained on maintaining the privacy of our customers. We take your data seriously and if there is any risk that we may lose or negatively impact your data we will simply tell you that we are not in a position to help you remotely and there will be no charge to your credit card. There are many organizations that claim they can also fix your PC but how many of them were reviewed in the Wall Street Journal?
Technical Frequently Asked Questions
What should I do if I think I have a virus or malware?
You need to make sure that your anti-virus software is up-to-date and running. Some of the more reputable anti-virus programs include McAfee, Symantec, and Trend. We can also install a reputable free anti-vrius program on your computer when we are done cleaning it.
How do I know that my computer is safe after your technician is done fixing it.
We pride ourselves on being reputable and making sure our customers are always satisfied. Yes there have been a few stories circulating on the Internet about some actions of our competitors. But we take security at BoxAid very seriously and will walk you through our security procedure of how we remove our software from your machine automatically and give you some great pointers on how to make sure there is no spyware on your computer. In addition, since we never come to your house you will never have to worry about the security of your home being violated.
What are the most common errors that your technicians see?
We get all kinds of phone calls and questions but our most common errors are very consistent. We have compiled a simple list of the errors and some basic procedures on how to troubleshoot them. You can read about it here.
What operating systems do you support?
Well we specialize in Microsoft Windows, but we also do Macintosh and Linux as well depending on what your problem is. We obviously get the most questions on Windows but we are open to any challenge.
What should I do after getting infected?
Unfortunately virus and trojan infections are very common in today's computing environment. After one of our technicians removes an infection it is important to make sure you do not get infected again and reasonable precautions are made to make sure there is no data loss. This means chaning all your passwords for all your accounts. This includes email, banking, and especially any account that has to do with accessing your money. In addition, our technicians will go over some common safety procedures to make sure that you do not get reinfected.
How did I get a virus if I have a good anti-virus program that is installed and properly updated?
This is a very valid question and the reality is 98% of customers that call in with a virus have a good anti-virus program running and the infection simply disabled the anti-virus program and began launching popups and blocking your Internet browsing. Anti-virus vendors including the big names like Symantec and McAfee are having difficulty keeping up with all the new malware that comes out on a daily basis. The anti-virus vendors are about 97% effective at stopping the 5000 new pieces of malware that come out per day but typically 3% of malware will completely bypass your anti-virus software.
Why would anyone want to send me a virus? I was just minding my own business.
No one is targeting you or your box on purpose. The virus writer's primary goal is to make money. This means getting as many people as possible to get infected with their virus. Once they do get you infected they will attempt two possible ways to get your money. They will either steal any data they can find on your local computer such as credit card information, passwords, or bank information and typically sell it on the black market (yes there is a black market) to someone who can quickly use it making harder to trace. Optionally, they will make believe that that their virus is actually your anti-virus program by using well designed popups, windows messages and icons in your system tray (click here to see example). They will constantly nag you and tell you that you need to update your "fake anti-virus" program for $60 so you can be protected and they can remove all your viruses. In addition, they will redirect all your Internet traffic to their website until many people eventually lose patience and pay the fee demanded by virus writer.
I just purchased a program that promised to remove all the viruses I have and fix my registry but it's not working?
Unfortunately there are countless programs that promise to "fix" your problems such as viruses, trojans or malware. There are also many programs that promise to speed up your computer by fixing the registry. The Internet offers thousands of programs that claim to fix your problems but most of these programs are written by malware writers who are simply looking to make a few dollars from unsuspecting consumers. Many times these programs make your problems worse or install additional malware on your computer. There is no such thing as "fixing" your registry. Any registry problems should be addressed manually by a technician who understands your computer. Be very careful when trying to find a quick fix for your problems. Would you rather download some software from a website that masquerades as a real company or would you rather talk to a live person who can answer all your questions and truly address your problems.
