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Pastimes : Computer Learning
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To: PMS Witch who wrote (12212)10/2/2000 10:53:19 AM
From: Gottfried  Read Replies (1) of 110653
 
PW, re >Perhaps the solution can be found in automation: Only the toughest problems needing human effort.<

There is a way the technician can access the customers
computer remotely via dialup. You probably know this.
Early in '99 I had a Compaq which had problems. It had the software for this remote monitoring. The techs didn't offer to use it, even though the Compaq's problems were severe enough to warrant reinstallation of all software.

I've never seen anyone on the threads mention remote monitoring by tech support. It seems like such a good idea, because now the tech 'sits beside you'. Of course the customer's OK is needed to do it.

Gottfried
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