Carl,
When I get a call from a patient, my default response is not "come in and see me, I can't help you otherwise", which would be equivalent to the response I get from tech support. I will question them about symptoms, and even simple signs they can relay to me, so that I can give them advice. And that advice may be to come in and see me, or even to go immediately to the ED.
I can understand the need to log in and remotely see my system for an error message that may have come from Windows or AC, or for esoteric behavior of the program. However, most recently this was a message in my Inbox telling me an automated process had failed. I would think that tech support would have a basic understanding of such automated failure messages such that the immediate response is not "let me log in and take a look". The message itself said to see if I was connected to the internet (which I was without problems).
Ultimately, the technician was able to tell me the problem was on AC's end "with the hub" and it was being worked on. If I had let her log into my system, she would have read the error message (which I had already pasted into my chat with her), had me restart AC, had me restart my machine, had me restart AC on the server, and then would have gone off to find out it was a problem on their end.
My issue isn't that support may need to log into my system to help me; I understand this may be necessary. The issues is that this seems to be the default response before they even take the time to try to understand the issue at hand.
