Exact Steps For Getting Into Tech Support Mode?

beisser wrote:
I fixed your issue in my own free time.

Thats what I figured and please don't let my support bashing make you think I am not grateful.

what normally should happen is this: 1. you call 2. L1 takes the call, gathers all necessary info and escalates it to L2. 3. L2 does some troubleshooting (a specific symptom can have multiple causes, so they need to try to figure out whats going on) 4. L2 asks you to put the unit in techsupport mode and escalates the case (if they cant fix) 5. L3 takes up the case after a while (depending on how much workload they have) and fixes the problem if possible this can take anywhere from a couple of minutes to several hours (sometimes even days).

As indicated by my rather long rant, the system doesn't seem tb working quite as advertised....-)

Especially in the case of the guy who didn't even believe it was possible to telnet to the box remotely. I had to lean on him for about five minutes over-and-over again to get him to call around and finally determine that the "GearHead" department could do it - either that or he just wanted to shut me up....