reply to From the other side..
sir from the other side of the fence, yes. i hear you. there will no doubt be may reasons and excuses like economic hardship resulting in much cutting back on things like head count and maint/support for core devices etc. which are indeed an unfortunate harsh reality, however..
seems to me that such negative experience with support, is down to is the individual(s) concerned who are providing you this support.. and their skill, patience (or lack of) and attitude. dealing with an experienced support person who cares about people as well as systems can be an absolute pleasure and often quick and effective. sometimes problems are not straightforward and patience on both sides is required whatever the case.
i'm one of these masochistotards (scuse the twisted humour), who provide support. personally i love the challenge and choose this line of work both because i am good at it and i like helping others. to me it's not just a job, and i'm prepared to be flexable. this makes all the difference to the people on the other side of my support fence. i guess that why i've done well.
doing such support is not for the faint hearted, and demands much skill and constant learning new stuff. and a good capacity for learning/understanding new things really fast. seems to me that finding (or being able to afford) such support people is a tall order. it's not so much the skills that are hard to find, but the attitude.
sorry compadres. don't flame me down. i'm just saying it how i see it. and attitude applies on both sides. it's hard to help someone who just wants to cause trouble or vent because they've had a bad day, or maybe they've decided that they don't like you (you'd be amazed how common this is).
PS. nice work el Reg. very interesting article.
..perhaps we need a similar survey for the peeps on the other side (no, not dead.. the fence, silly! hehe). or pehaps i missed it. oh, and YES WWIII on the other side of the line does hamper remote support more frequently than you may have thought...