In XP you have Remote Desktop in the Start | Programs | Accessories |
Communications folder.  Once you give permissions, they can access that
computer or server from any machine with internet access... it gets a little
more involved if you're going through a home switch/router.  There's no more
running (sneakernet) to a desktop if someone calls with problems, you just
enter in their machine or IP address and you've taken over their
workstation.  People initially freak out when I tell them I'm taking over
their machine at work from my laptop through my wireless connection... it's
a cool geeky thing until you realize that you've just given them another
reason to call you at home.  Last week a friend of mine reinstalled software
on a secretary's computer last week using his laptop connected to his cell
phone... he was out on the Outer Banks, NC fishing at the time.

Lee

Don't get me started on this issue. The last straw with Dell was when I got
a guy on the phone

Can I have your name ............. I tell him
Can I have your address, zipcode and telephone number.....I tell him

Him.... he repeats everything using the Navel method of spellin B for Bravo
etc., all the way thru my name, address and telephone number
How can I help you
My computer will not boot
Is your computer on
Yes, it is on
Let me see if I understand, your computor is on, but won't boot up, is that
correct
Yes
Can you tell me when this started
Just before I called you
So your computer was was working up and until you called Dell
No, my computer doesn't work that is why I called Dell
Let me see, sir if I understand, your computer was working, then it stopped
working so you called tech support
Yes
Okay so the computer was working then stopped, and now it does not work and
that is why you called here
YES
May I have your computers Express service code
I enetered that in, when I called
I understand, but I still need it
I give it to him
Would you turn off the computer, and remove the power cord, and remove the
battery
( I did what he said)
(Me) Okay. cord removed battery out
(Him) Okay so I am clear, you have removed the power cord and removed the
battery
YES
Would you please put the battery in, attach the power cord and power up the
computer
Okay done
It will not boot
Sir, am I correct that you have removed the battery, removed the power cord,
and then put the battery back in, and attached the power cord?
YES
What do you see
NOTHING
Sir, please bear with me, but have you had this problem before
NO YOU DUMB f.ck and hung up.
The next morning I called my IT guy, he comes over and uses a special boot
disk, one that does not come with Dell Computers
Computer bots up just fine......... You got mail........ Our records
indicate you called Dell on (date) would you mind filling out this
questionaire about the qualityof service from our technical department.

Now Dell claims that if you have a broadband hook up, with the customers
permission they will fix the problem from their facilities and talk you thru
each step as they go thru your screens and files.

This could be VERY interesting, talk about big brother watching you.

BG

I had some problems with drop out on my Vonage voice over Internet
phone service so I called tech support. First four times I called I
spoke to some polite but clueless folks from India that tried
unsuccessfully to fix it. The fifth time was a charm because that seems
to be the magic number that refers you to "advanced tech support",
translation: A tech in the USA who actually is a trained support tech.
He took a few minutes checking my cable upload and download speed and
told me he would increase the size of my buffer on my phone line and
call me back. 10 minutes later he calls and I can tell instantly he had
made a major improvement.
   I went through exactly the same drill with Dish network until I got
a real tech who told me they had cut the USA tech staff by 70% and let
the Indians try and solve the easy stuff. The problem is the only stuff
they could fix were so simple I'd already tied them. i.e., they kept
telling me to reset my dish receiver by unplugging it, a trick I'd
learned from a tech two years ago or make sure my TV was on channel 3
even though I was using the monitor inputs.
   I'm sure the companies are saving a bundle by operating like that,
but customer service sure has dropped.