A current iYogi employee weighed in to defend his company's tactics, but I'm not sure he did his own cause much good:
We are working on customer experience-based selling model. The term "scare tactics" in abovementioned comments and blog are misleading to an extent because there is a very thin line between customer education and scare tactics. If a call landed in iYogi, despite the mode of acquisition, it only means that customer is seeking support, and support is provided by iYogi because we are skilled and efficient enough to help our customer. We are providing support dock, an amazing tool that actually helps our customer to get the maximum out of their PC, we are providing 24/7 support 365 days a year ... for just $169.99, this is one-time technician charge.
... iYogi has gone through a lot, it has best people from the industry now, and we will ensure that nobody from the whole world would point out finger on us because we know how to learn from mistakes. We will excel again. We believe in GOOD KARMA, and we know a good deed will never get wasted.
Yesterday, someone claiming to be a former employee of iYogi says the real story is much worse than what has been reported so far:
I am an ex-iYogi employee. I agree to the fact that "scare tactics" and "iYogi" are synonyms. iYogi basically runs multiple campaigns for customer acquisition. ... All of these processes/campaigns are sales-driven and are very aggressive on their sales numbers. There is no rigor in meeting customers' satisfaction level or resolution to customers' issue. Unethical sales has always existed in iYogi, and the company is making a lot of money from it.
The tech support and sales executives go through regular classroom training where they are trained to show invalid and incorrect infections on customer's computers. And apart from all of this, there have been multiple instances where customer's credit card information has been misused by employees.
He (or she) goes on to make other claims that are probably libelous, so I won't repeat them here. Even if those are just the anonymous mutterings of a disgruntled former employee, much of what he or she says is highly consistent with what others have reported. How iYogi managed to secure partnerships with some of the biggest names in tech, though, is beyond me. Did no one do any checking at all?
My recommendation: If you happen to run into this soap opera, change the channel -- before you get sucked in too.
Have more tech support horror stories? Share them below or email me: email@example.com.
This article, "The downward (dog) spiral: iYogi exposed," was originally published at InfoWorld.com. Follow the crazy twists and turns of the tech industry with Robert X. Cringely's Notes from the Field blog, and subscribe to Cringely's Notes from the Underground newsletter.