iYogi is still the least-expensive PC support service we've tested—at least for the first year. What enables iYogi to offer such a low annual plan price? Its experts are based in India. Geek Squad and iTOK.net, by contrast, both boast that their reps are all U.S.-based—and you pay for those higher U.S. salaries. The price advantage diminishes when you consider that Geek Squad and iTok's service subscription plans both include a license for antivirus software. They recede even further into the shadows when you compare the levels of expertise and support offered.

A basic service plan with iYogi costs $179.99 a year, compared with Geek Squad's $9.99-a-month plan with a $99.99 initial fee. The annual remote-support plan is limited to 3 primary PCs or Macs—this is probably enough for most home users. There's also a $29.99-a-month plan with an initial setup charge of $60—not such a great deal, since it adds up to $419.88 the first year and $359.88 a year after that. Unlike the $179.99 plan, it includes networking setup.

Despite how you occasionally hear Americans complain about not understanding the accent of Indian call center employees, in all but one case I didn't have any trouble understanding iYogi staff. They're also incredibly polite, as a rule: They'll even call you "sir" or "madam"! If you do need someone on site, iYogi now even offers that service—presumably via local techs (I only tested remote support).

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. 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.

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.

For the second challenge, 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." Finally, I had the support service set up a biometric heath-monitoring wristband device, the Polar Loop, which didn't have the necessary software installed.

Getting Started with Support

The service has two different sites, at iYogi.com and iYogi.net. You can sign up for a plan on either site before any servicing. However, I had a bit of trouble with this, getting error pages insetead of the checkout page. After a couple more attempts, my credit info was finally processed. I was presented with an iYogi Customer ID and Support Dock Access Code (more on that in a bit).

Another way into the service is by calling the toll-free number plastered on the site's homepage. You can also get started via online chat from a link at the bottom—but this is only for sales. When I tried to get service using this "Chat with a Tech Expert" button after I already had an account, I was told the only way to start a support session was to call the toll-free number.