Gotoassist - Safe to trust?

Question

I needed the help of Dell Support tonight, and the tech had to take control of my laptop. I allowed him to (which I now regret), and got me to click on a link for gotoassist.

The problem I have with this is that, after researching the program, the tech was able to copy any files from my computer using the "file transfer" feature, and I would never know it. There were a lot of times where the tech had long pauses while he had control of my computer, so what was to stop him from copying some of my important documents/spreadsheets/files from my computer?

I am usually very careful when it comes to protecting my identity, but I have a bad feeling in my stomach that I just failed and that I may have had all my personal information taken. This is all because Dell uses a remote control program that has the ability to copy files from the customers computer without their knowledge or approval, which is wrong because you are relying solely on the ethics of the tech.

Furthermore, I don't see any way to remove gotoassist from my computer. It clearly installed it before the tech could use it, he even restarted my computer, and it was still running when the computer rebooted, but the program is nowhere to be found in my programs, and when I go to remove programs, it's not there either. However when I go to my registry, it is in there. So now I have to dig around in my registry to delete it.

Does anyone have any negative experiences using gotoassist, and has anyone been able to completely remove it from their computer after having your computer being remotely taken over?

robert p · Answer

Hi DDavids,

Thanks for posting. Apologies you are having concerns over DellConnect.

Before you can use DellConnect, you have to contact the Dell Technical Support. If you have not opened a Support Case yet, please contact the Dell Technical Support. Yes, DellConnect is safe to trust. The agent gave you a special code which is unique to your connection only.

Please be assured that every effort has been taken to preserve your privacy, and the agents are not compromising your data. DellConnect uses a variety of security technologies and procedures to help protect personal information from unauthorized access, use, and disclosure.

The program automatically uninstalls itself after use, which is why you are unable to locate it on your machine.

<ADMIN NOTE: Broken link has been removed from this post by Dell>

By downloading, you also acknowledge that:

DellConnect sessions may be monitored or recorded for quality control purposes.
Dell's representatives may be located outside of the U.S. You agree that you will not export any controlled technology or software during the remote session unless that export is authorized.
If potentially illegal, suspicious or dangerous activity is discovered during the course of the DellConnect session, Dell reserves the right to report it to appropriate agencies, including law enforcement.

To use DellConnect, you will need to be guided by a Dell technician. After the service contact, the DellConnect application will automatically uninstall.

Here is additional information from the Dell Knowledge base you may find helpful:

How to DellConnect

If you need additional assistance, please contact me privately. Be sure to include your personal information and your computer's service tag number. Thanks.

A potential customer · Answer

Dell's representatives may be located outside of the U.S. You agree that you will not export any controlled technology or software during the remote session unless that export is authorized. Does this mean that if I any controlled technology or software that I can't use this?

Customer Care

Gotoassist - Safe to trust?

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