Author: Harold Glicken

Happy trails, technophiles

It’s time for my semi-annual roundup of technology tech support. I’ve added a few companies, dropped a few because I no longer use their products and expanded those that I still use.

Acronis: This excellent disk-cloning and backup program (full review here) offers toll-free and no-fee tech support. Techs are offshore, have a comprehensive knowledge of their software, listen carefully and follow up by email after the initial call. Grade: A+

Amazon: Toll-free support features excellent tech support and customer service. By answering a few questions online before you call, the tech knows who you are and your issue. Solutions come fast and reimbursement for returns often comes the same day the return is picked up by UPS. Some returns, such as ones that involve changing your mind about a purchase require a return fee, which is only fair. Grade: A+

Apple: U.S.-based support is unfailingly excellent. Hold times have gotten longer, but you get the option of the kind of music you want to hear; you can get silence, too. Grade: A+

Brother: I’ve had problems with wireless connectivity, and Brother always is on hand to help solve the issues. My large Brother laser printer is a real workhorse. Techs are knowledgeable and helpful. I’d give Brother an A-plus if it weren’t for the wireless problem. Grade: A

Crutchfield: This company sets the standard for tech support and buying experience. Their folks are knowledgeable and helpful, never try to up-sell and offer tech support on everything they sell. A speaker I ordered came with a small dent; a new one came three days later. If you’re looking for just about any electronic purchase such as a flat-screen TV, Crutchfield support techs will help you find it. Grade: A+

Dell: I’ve had my issues with the computer maker’s basic tech support, which is pretty awful. Dell probably makes its money on service plans; a one-year Premium support contract costs $129 for the first year. Absolutely worth it. They make great products and back them. I’ve been buying Dell PCs and laptops for years and seldom have a problem . I’d give them a solid A if it weren’t for the awful free support that comes free with their computers. Grade: A-

Epson: In the unlikely event you’ll ever need tech support, you can count on Epson’s free support techs to solve the problem. I have an Epson scanner and a color inkjet printer (which I wrote about here). The scanner has been used on thousands of documents with very few paper jams. The printer sometimes loses its wireless connection, and the techs figure it out. Grade: A

Honeywell: I’ve had no end of problems trying to connect a Honeywell’s wireless thermostat to my wifi, and their techs often can’t solve connectivity problems. I finally figured it out, and now the thermostat works as advertised. I replaced a dependable low-tech thermostat with the high-tech wireless model, which can be programmed from a tablet or phone wherever there’s a wireless signal. All things considered, I should have stuck with the low-tech model. for a complete review, click here. Grade: A-

LG: Seven years ago, I paid more than $2,000 for LG’s mid-range high-tech washer and dryer, only to see the washer fail only months after it was installed. Techs from the factory fussed over the failed part, and the replacement didn’t fit right. Several years into its service, the labels that indicate cycles simply faded off. LG’s offshore tech told me it was a cosmetic issue, and would involve a $250 service call and another couple hundred for a new front panel – which eventually would lose its lettering, too. To spend that amount of money and not know which cycle I’m on is unforgiveable. The original washer was unusually noisy; the dryer rattled. Neither machine has much in the way of noise insulation. Now the good news: My new high-end washer and dryer have been upgraded in every way. They’re quieter, more energy-efficient and some some wash cycles can finish in as little as 29 minutes. Grade: Three months into the new duo, and all is well.

Nautilus: I just bought an exercise bike from these folks, but before I placed the order, I spoke with a customer service rep, who patiently guided me through the options for what I needed and what I can afford. After two years of moderate use, the belt, motor and tensioner broke. All were covered under warranty, but it took a few months to get the parts. A Nautilus-approved repairman charged $139 to install the parts. So far, Grade: A for support; F for reliability.

Parallels: This software, which allows a user to run Windows or any other operating system alongside the Mac OS, is dependable, has a functional interface and is beautifully programmed. Tech support is superb. Grade: A+

Quicken: When I lost my main file for this money-management program, a tech stayed with me for more than an hour to get the file back. I was left wondering whether another tech could have solved the problem quicker. Long hold times, but support for upgraded versions of the software such as Premiere, is free. Over all, tech support is spotty, ranging from OK to awful. When the initial tech can’t solve the problem, he’ll say that a second-tier support tech will call back in 24-48 hours, but they never do. Which is a shame, because the software itself is excellent. Grade: D-
Click here for a full review.

Refurbees: This company, which sells refurbished computers at bargain prices, failed to send me a replacement keyboard. But when I sent a PC back because I didn’t want it, the refund for the return (my dime) had a deduction for the original shipment. Dealing with their customer service was pleasant and efficient. Their wares tend to be a generation of two behind current models, so I’d check out refurbished computers from Dell and others first. Grade: B+

Roku: This streaming device now comes in a model that handles 4K resolution. The model I bought cost nearly $100, and I can’t tell the difference between it and the $40 streaming stick on my 4K TV. Free offshore tech support for the first year is fine – nothing to write home about – and usually involves resetting the device. Beyond that, techs often seem stumped by the problem. Grade: B-

Time Warner (Spectrum): I may be the only person on the planet who writes rave reviews about the cable company. Free tech support is excellent and they’ll send out a technician (with a one-hour arrival window) if there is (rarely) a problem. I have 300 mps wireless internet, phone service and TV service, and all work as advertised. Grade: A+

Western Digital: I have a MyCloud external hard drive made by WD, and I still can’t figure out how to use it, but it looks grand on my desk. Tech support, free for the first 90 days, is generally competent, but sometimes the tech gets impatient. Grade: C

Wix: I use Wix for one of my websites (www.helpware-online.com), and it took me less than an hour to build a home page. The templates are well done, and tech support via a massive knowledge base is so good that I’ve never had to contact a live tech. The price is right, too. Premium support is included in a $25 package, while other packages cost as little as $5 a month. Grade: A

Generally, I’ve seen tech support improve over the years – with a few exceptions. Minimum requirements should be toll-free support, knowledgeable and understandable techs and support beyond the first year. Before I buy anything, I check out their support. Are hold times long? Can I understand the tech? Are they familiar with their product? And most of all, can they solve a problem quickly and efficiently? Apple is a standout, Dell Premium support is catching up and if I could buy another washer and dryer other than LG, I would.

Happy hold times, technophiles.

A tiny desktop PC

I have mixed feeling about the Nexbox mini PC.

On the one hand, for a desktop PC, it’s tiny: 5-by-5-by-1.3 inches, small enough to fit easily into a briefcase. It’s light, too – about two pounds.

Despite its small size, it comes with 4 gigabytes of RAM, a 64-gig hard drive (expandable with a micro-SD card and even an attachable hard drive). It comes with Windows 10, has four USB ports, one of which is a high-speed USB 3.0. There also are an HDMI port (a  short cable is included), bluetooth and a VGA port. Both the HDMI and VGA ports are designed for attaching the Nexbox to a monitor or TV, and therein lies the other hand.

The $183 PC has to be connected either to a TV or a computer monitor. If  you don’t have a monitor handy, like when you’re traveling, you’re out of luck. If you do have access to a monitor, you still have to carry the HDMI or VGA cable with you. You don’t have to carry a TV with you, however.

My full-size desktop monitor is connected to the PC with an HDMI cable, so I simply disconnected one end from the computer and attached it to the Nexbox. The picture quality on my high-end monitor was quite good.

You also have to carry either a bluetooth keyboard and mouse or ones than plug  into the USB ports. My bluetooth keyboard did not pair with the Nexbox, so I had to use one that attached to the box via USB.

The box has a quad-core Atom processor. It’s not very fast for much more than word processing and Internet. It has only the slower 2.4G wifi capability in a world where 5G is standard on most PCs. The 2.4G wifi makes loading web pages a bit slow, a deal-breaker in itself.

The best part of the device is it will handle a 2.5-inch extra hard drive, and USB drives can be added, too. But one screw on the bottom plate of the Nexbox wouldn’t move. Figure that the extra drive and plate that holds it in would add at least another pound. It would be bulkier, too.

Then I did the math:

Nexbox — $183 (on Amazon)
Portable bluetooth keyboard and mouse — $35
64-gig MicroSD card — $40
Extra hard drive — $60
VGA cable, if you need one for the monitor — $8

Or, about $300, and that doesn’t include a monitor. Using a TV would make that expense go away. A basic monitor costs at least $100 from Dell or HP. Then there’s the weight. With the box, attached extra hard drive, keyboard, mouse and cables, you’re on the serious side of 5 pounds. That puts it in the league of chrome books and basic laptops. A very basic laptop costs about $250 or less, while a chromebook, which the box most closely resembles, comes in at less than $200. Naturally, a laptop or chromebook already come with a built-in keyboard and a monitor. If you’re a Mac person, Apple’s Mini, which is similar in size to the Nexbox, comes with a 500-gig hard drive and a much faster processor for $500.

There are cheaper and smaller devices that compare to the features the Nexbox has; they start at less than $100 for a device that looks like an oversize thumb drive, and there are several in the Nexbox price range. I didn’t try any of the others.

So, what to do next? I have a serious case of buyer’s remorse, especially given the slow wifi speed and the extra peripherals I’d have to take with me on the road. It will either end up in my “why’d I buy this?” box, or it will be returned.

If you’re looking for a small, portable PC, get a chromebook or a laptop; if you like gadgets – and the Nexbox fits my definition of a gadget – something I can live without – you’ll love the Nexbox.

It depends on where you buy it, but even great companies sell duds

There are a number of ways to buy a refurbished computer. The definition of “refurbished,” however, can vary widely. It can mean that it was tested and cleaned to like-new condition and comes with a generous warranty. Refurbished computers can be bought online from reputable companies that buy older computers from large companies. Or they can be bought on eBay or craigslist from sellers who refurbish their wares in their garage.

Why not just buy a new desktop PC, laptop or tablet? Money. Refurbished computers cost far less than new ones. If you know where to shop, you can save hundreds of dollars over a new one and get the assurances that large, reputable companies provide.

Let’s start with the worst way to buy a refurbished computer.

I’d like to think that sellers on eBay and craigslist are honest about what they’re selling, but that’s not always the case.

A friend got a great deal on eBay for a MacBook Pro. The seller said it had been refurbished and was spotless, that it had 16 gigs of RAM and was loaded with Office and other software. All true. He even threw in a copy of Windows so it could be used on a dual-boot system. But I’m wary of PCs than come with software you don’t have to pay extra for. It’s usually dishonest, and perhaps illegal. Sadly, after my friend spent $750 on the computer, it shut down when he was using it, and died only weeks after he received it. Turns out that the MacBook is a 2012 model, which in my book puts it well past middle age.

The seller didn’t tell him that, and the buyer didn’t ask. A new motherboard cost him $575. Add them together and he could have bought a later-model refurbished one at http://www.apple.com for less. Or even a new one for a few hundred dollars more.

Contrast that with the experiences I’ve had buying refurbished computers and iPads directly from Apple.

Apple tells consumers up-front that while some units were returned for mechanical defects, their products are tested to be fully functioning.  Their website always displays the manufacture date and a complete list of specs, such as RAM and hard drive capacity. The units are spotless. B-grade ones don’t make the grade at Apple. And they back their products with a one-year warranty, the same one that’s offered on new Apple products. That warranty can be extended with an AppleCare policy, which includes two or more years of parts and labor and access to Apple’s superlative tech support.

But not all big companies have the same idea of quality control. A refurbished Dell PC that I ordered last year arrived stone dead. I sent it back, and it was returned stone dead. Obviously, no one had bothered to turn it on. So much for Dell’s idea of quality control. It took months to get Dell to replace it. By then, any warranty that was left had expired. I was so disillusioned with the experience that when the working replacement arrived, I donated it to a school.

That takes us to companies that refurbish a variety of computers and peripherals.

The deal at refurbees.com was for a refurbished Dell 2-in-1 laptop/tablet for $229, complete with a stylus, wireless, webcam, 4 gigs of memory and a 320 gig hard drive. I was smitten. I’d always been curious about these 2-in-1s.

I upgraded the RAM to 8 gigs for $55 and paid $5 for a carrying bag. Refurbees offers a 90-day parts and labor warranty that can be upgraded to a year for $49. Shipping is free.

Refurbees buys used PCs in large lots from other companies, then offers steep discounts. It arrived within a week. It was spotless – no scratches on the screen or on the laptop’s body. It was hard to tell it from a new one, except it was old technology. I’d guess that it was manufactured in 2013. It was very slow and heavy and the wireless was very slow. Other than that, it worked fine. The battery held a charge, and the stylus was fun to play with. I wrote this column on the notebook part. If I have one nit to pick, it was trying to find the license key for Windows 10. There’s no documentation – you can get that online – but I finally found the key, which was in tiny characters on the bottom of the unit.

Refurbees’ stock changes daily. As I’m writing this, Refurbees is offering laptops and desktops from Dell, HP and Lenovo for about $200, some more, many less. They also sell monitors, RAM and hard drives. A 500-gigabyte solid state drive is selling for $85. And when their products aren’t in pristine shape, they say so by designating them as B-grade.

Sad to say, because the laptop was so slow and heavy, I sent it back for a refund – it had been fewer than seven days since it arrived. The return process was polite and efficient. I paid return postage.

If you want the latest technology, buying new makes sense. However, if you’re willing to settle for a computer or tablet from a previous generation, refurbished ones can be a great deal. Just be careful where you shop.

The Dashlane two-step

When it comes to cyber safety,  a second line of defense could make the difference between being hacked and surfing safely, especially if all it takes is a unique password and an inexpensive device called the YubiKey to keep consumers and businesses safe.

I’ve begun using the YubiKey, a slimmed-down thumb drive to complement my password program, Dashlane, which I use to manage all my sign-ons, user names and unique passwords.

First, a word about passwords:

If you’re among the millions of  Americans who are victims of identity fraud, one reason you’ve been targeted is because the passwords you use are ridiculously easy to hack.  Anyone who uses “password1234” for all the websites he visits is asking for trouble. Without a second line of defense you’re toast.

A typical first line of defense is Dashlane, a password program I’ve been using for several years. Dashlane will generate passwords like “^%$3&0)(+” that are nearly impossible to hack. It also will keep track of the passwords you already use – but it will warn you that “password1234” will open you up to the kind of grief that will keep you on the phone for hours, probably days, trying to straighten out your financial and other accounts. If you’re wondering why Amazon is sending you receipts for stuff you didn’t order or receive, and the charges are showing up on your credit card statement, you’ve been hacked. Change your password, and do it quickly. In fact, let Dashlane do it for you. And let it generate new, unique passwords every week for all the websites you use.

You’re probably wondering how in the world you can remember a password like “^%$3&0)(+”. Not to worry. When you launch Dashlane, you enter a master password that only you know. If you forget that password, you’re in deep trouble, because even the folks at Dashlane can’t get retrieve it for you.

Dashlane records your passwords as you go along. It will remember your user name and password for Amazon, your bank and just about any other website. After that, you need only click on an impala icon at the top of your screen, scroll down to Amazon, for example, and it enters your user name and password and signs you in to the site. Dashlane can enter your credit card information – but only if you give it your master password – and fills out the blanks, such as name and address, in forms.

Dashlane can be installed and passwords synced on your Windows PC, Mac, phone and tablet. Each time you call up the program, you have to enter the master password, and each time a new device is activated you’ll get a code by email that will unlock the account. That’s enough to discourage most hackers, but, like any other security program, it’s not foolproof.

If you’re convinced that Dashlane is for you, there’s still the issue of the master password – what if it gets hacked?

The solution is two-factor authentication, a nerdy term that means you have a second level of security. That’s where YubiKey comes in.

Dashlane has partnered with Yubico, which manufactures a collection of USB keys that can be programmed easily to act as a second line of security defense. You can’t launch Dashlane or any other program or website without your master password and the YubiKey.

 If you don’t want to pay between $18 and $50 for a YubiKey, you also can download a free Google or similar authentication app for your phone and generate numerical pass codes to sign on to Dashlane. But I like the key — when it works, which in my tests didn’t always happen.

The YubiKey is  about the size of a very thin thumb drive. It plugs into a USB slot on  a PC or Mac, and when I leave my desk, I log out of Dashlane and take the key with me. Even if someone knows my master password, they can’t launch the program without the YubiKey. When I return to my desk, I type the master password, insert the YubiKey, tap on it, and Dashlane launches.

But after writing my initial review, I encountered problems with the YubiKey, and despite several sessions with tech support, the key still is flaky. A tech said they are working on the problem I’m having, but even a workaround Dashlane sent me didn’t solve the problem. I recommend using the phone app authenticator instead.

To get a free authenticator, go to your phone’s app store and search for “authenticator.”  After scanning a bar code that Dashlane and other programs provide, the Google authenticator generates a series of numbers that essentially do the same thing as the YubiKey does – unlock  Dashlane or other programs and websites.

The company says YubiKeys work with dozens of other programs and websites, including Facebook, Google, Symantec, Dropbox and other password programs such as KeePass. Dashlane has both free and paid versions; the latter has many more features. It costs $40 a year, and is well worth it. The YubiKey also is supposed to work with Android phones; an Apple version is in the works. Tech support is by email Questions are answered promptly. Solutions are another matter.

For more information, visit: www.dashlane.com and www.yubico.com.