These days it seems 99% of onsite visits for software problems are code for "We really care, and are doing are best". Mostly because of webex/etc desktop sharin

These days it seems 99% of onsite visits for software problems are code for "We really care, and are doing are best". Mostly because of webex/etc desktop sharing software allow the support personnel basically the same access they get as being onsite minus the ability to move cables/etc around. Some of the more enterprise software/hardware has "backdoor" functionality built in where the user presses the remote support button and it punches a hole through to the vendors DMZ where their developers can access the machine directly rather than having the user peering over their shoulder the whole time.