The most famous consumer tech-support service is undoubtedly Best Buy's Geek Squad. Geek Squad is also arguably the most polished computer-help service, offering not only online help, but in-store and at-home repair services, too. It's also the least-expensive service I've tested and includes a license for top-notch security software. Geek Squad technicians, on the whole, delivered the best results among the services tested, and they didn't pester me to purchase additional products.

One-time online support is Geek Squad's least expensive option, starting at $49.99 for a PC tune-up service (you'd pay $99.99 for this in the store). A $9.99-per-month subscription service (with a $99.99 initial fee) is also an excellent value. It tallies up to $219.87 the first year and $119.88 per year thereafter. For similar service, iTOK.net costs $34.99 per month with a $99.99 setup charge, or $519.87 the first year and $419.88 in subsequent years. iYogi costs $179.99 per year with no setup fee, but it doesn't include security software. So if what you're looking for is long-term protection, Geek Squad is cheapest in the end.

For this test of Geek Squad, I signed up for the one-year $9.99 per month plan, which requires a full-year commitment. After plunking down my $99 startup fee, Geek Squad emailed me a serial key for Webroot SecureAnywhere Internet Security for PC and Mac license key—a PCMag Editors' Choice that would cost you $79.99 a year all by itself.

The Test Plan

My test plan for testing consumer tech-support services involved at least three separate support sessions in which I challenged the service with problems of decreasing difficulty. This let me not only see how the service handled different kinds of problems, but it also gave me experience with several technicians for each.

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The first test, malware cleanup, was the most difficult. I loaded a Windows 8.1 laptop with rogue system-protection software and reported slow operation to the support service. This system-slowing "grayware" is one of the most common problems non-technical friends bring to me. My PC was so handicapped by browser and search "helpers" and driver and install "protectors" that I could barely use it. In all, there were 15 undesirable programs for the support service to remove—including one that couldn't be removed via the Control Panel. I reproduced the same set of problem software for each support vendor by re-imaging the PC using O&O DiskImage 8.

My second challenge was to have the support service set up a biometric heath-monitoring wristband device, the Polar Loop, which didn't have the necessary software installed. Finally, I asked the technician to help me with a non-functioning iTunes installation, which, when run, displayed an error message to the effect that "Apple Application Support was not found."

The Support Experience

You can start interacting with a Geek Squad representative either by phone or on the company's website, which features a "Chat with an Agent" button. When I first tried the website, I requested my Member number, but that didn't arrive in my email till the next day. In working with support services, you'll need to get on the phone with a tech sooner or later, so I went ahead and called the toll-free number. A voice-recognition system asked what kind of product (phone, computer, or other) I needed help with, transferred me to a customer service line. All operators were busy, so the system offered to call back within 16 minutes. It took 25 rather than 16 minutes—not great, but within tolerance.

Geek Squad has two levels of tech—one does an analysis, then a more expert tech performs the repairs. Everyone I spoke with from Geek Squad spoke fluent American English—all the agents are U.S.-based, according to the company.

I was connected with Agent Justin M. (Geek Squad refers to all its support reps and techs as "Agent.") Justin asked me what OS I was running and informed me of Geek Squad's privacy policy—no passwords are stored, and you can disconnect any time you're uncomfortable with what the tech is doing. He then took remote control of my PC using LogMeIn Rescue—an excellent tool that's capable of reclaiming remote control even after a reboot. Geek Squad initiates this remote-control by having you enter a number they tell you on the site's "Top Secret Passcode" page and then pressing the "Connect to Agent" button.