I've been using Nerds On Call support for a few years, paying the monthly fee of around $25. Most months I never use them. Recently, my hard drive crashed and I had to replace it. They now want $129 to reinstall their software, which actually takes them about 10 minutes. They refuse to waive the fee. But they will spend hours on a single support call that I make under my normal monthly coverage. It is outrageous. What the he** am I paying the $25 a month for, if they can't spend 10 minutes to reinstall their damn software. I am looking for another online support provider that understands how to provide customer service. As soon as I find one, I am dropping this company like a hot potato.