Preferred forms of tech support

Zoom is the easiest way. That’s why I suggested it. Or you can experiment until you figure it out.

I’m trying to be very polite, and acknowledge my limitations, and I feel like your comment was curt and rude.

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Curt, you say! I took the time to study your post, give you a couple hundred words of assistance, and send you my contact info and a link to the Zoom app. You gave me zero in return, then accused me of being curt and rude.

It’s fortunate that I don’t want or need anything in return. It’s a common experience here.


DMB (a very proficient and helpful user) was attempting to assist you. He gives freely of his time here and on other Scrivener resources. (Note, like him, I am a user and do not speak for L&L)

Zoom (or Webex) would have been the easiest process IMHO, however as that seems to be a challenge for you, I suggest submit a request via the link provided by the L&L staff on your complaint post in the meantime.

From your responses above, I believe the one-on-one remote handholding suggested by DMB is likely to have the greatest benefit to you. You may possibly find someone else here or on one of the Scrivener Facebook pages to have a go with you.

Meanwhile, serious suggestion, take the time to visit the site and watch their videos (bottom of the home page) as more and more assistance these days is via this type of resource. Seeing the issue on-screen and the immediate result of suggested changes is more efficient than blind messages back and forth. This is one of the reasons Apple has a built in screensharing option for AppleCare support.

Personally, I prefer Webex to Zoom (More secure and robust than Zoom, but a slightly steeper learning curve for some).


Not for some people. There are a number of different learning styles; not everyone is comfortable trying to take in information in an interactive session, especially when that is yet another technology they may not have mastered – or they may feel anxiety at being put on the spot.

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It is for me, though!

I’m exhausted with trying to solve problems in text messages. Consider the time several of us spent trying (and failing) to help @pseingalt recently.

At some point, doing it the hard way is too much.


You helped a great deal, for which I am very grateful.


With extensive experience at Apple, using screensharing to assist customers, training teams and evaluating support interractions, I can say with some confidence that the number of instances where it wasn’t the most appropriate process were extremely rare. Even when supporting Apple apps on Windows systems which involved a less integrated tool and more customer interraction, we invariably managed to achieve the outcome, even with customers one might (jokingly?) suggest were too stupid to be allowed to own tech.

Even providing broader Windows support, which I still do freelance (so much for retired), screensharing works a treat in those instances where applicable. I’ve never failed to handlhold a customer through the process, including my record - an 87 year old darling lady who knew almost nothing about computers other than where the switch was.


There’s a bit of selection bias, there, though…

All that means is that you don’t have to solve every problem personally. When learning/teaching/communication styles don’t mesh, that’s not a fault of either party, and trying to force them can lead to frustration and burnout.

“Too stupid.”

What about people with hearing impairments who may be resistant to screen sharing because they can’t follow the audio very easily? I suppose those people would fall under the “too stupid to be allowed to own tech” category.

A lot of assumptions are being made here about the “better” instructional approach. But as devinganger points out, there are a lot of things — disabilities, learning styles, etc. — those assumptions don’t take into account. For some, such as the hearing-impaired, the loathed “text message” is a valuable lifeline.

So yes, some users might have a legitimate problem with a support volunteer effectively saying “Zoom or nothing” in one of these messages. Especially when the message comes with a link that provides more explanation about how and why the support person should be paid for the Zoom experience than was offered to answer the original question.


I know what’s best for me, no assumptions involved.

No force involved, either.


Well, glad that’s sorted then. Good thing there was no one else of consequence in the thread!

I never said that, either. I’m talking about what I’m willing to do.

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We worked with people with all types of challenges, hearing, sight, dislexic,and other challenges and just older people who needed extra hand-holding, and adapted our approach to suit. And no, they don’t fall under ‘too stupid’.

People who poked around, messing things up after something went wrong, spilt wine on the keyboard and tried washing it off etc etc, then complained ‘it’s Apple’s fault’, do qualify.

And of course, all our support was ALWAYS FREE.

No, simple fact. Over millions of calls and customer satisfaction feedback, the simple fact was, issues were more quickly and effectively resolved and customer satisfaction was highest when screensharing offered early in the case. Screensharing isn’t required for all, especially simple cases, but especially when there were challenges for customers in following guidance it was particularly effective.

If I remember rightly, you’ve been in IT for many years and provided support. You must surely have had many cases where the customer description of the issue bore no relation to reality - seeing what is actually happening is hard to beat.


Yes, which is why I am saying there is a bit of selection bias. I have worked with people who dislike/are uncomfortable with screen sharing and would rather resolve their support issues any other way because they find it an overload. There’s a reason why Genius Bars are usually thoroughly scheduled — it isn’t all from the instant gratification crowd.

Those are people who spend a week trying to get solutions in text messages when I could isolate the problem and solve it in 30 minutes on a Zoom session. Then they give up and/or complain to high heaven that nobody’s helping. I see it every day. Several times a day. They only think they like it better the hard way.


The reason Genius bars are booked forward is nothing to do with like or dislike for screensharing, or even issues that could generally be handled with screensharing for that matter. I had access to that info!

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The Genius Bar has the very same advantage as a Zoom or Webex session — the fact the tech can SEE the problem and do something about it — and the added advantage that the tech can deal with devices hands-on (if we can take the devices in for the purpose). But there’s a very small number of appointments possible, hence the wait times.


You’re missing the point, seemingly willfully.

For some people, the anxiety of using screen sharing is enough to offset whatever benefits it may provide.

The major media company I provide support for has in-person support services as well as screen sharing. Some people always use in-person, some always use tickets/screen sharing, some use email, some use phone, some use a mixture. There’s not a single modality that hits everyone — or even enough of everyone.

Someone may not want to use Zoom for reasons. In which case, figure out another way to help them or let someone else do it, instead of badgering them about how Zoom is soooo much better.