Mike Beasley:
Customers have always been able to request screen sharing, at which point the AppleCare representative would instruct them to download an application from Apple’s site that facilitates the connection. Now the download is listed directly on the support page. If a customer opts to use screen sharing, the AppleCare rep must comply with their request whether they think it will help or not.
I wasn’t aware this could be done with AppleCare. Putting the feature in front of more users puts AppleCare more in line with what Amazon is doing on the new Kindle Fires. Anyone who has worked in IT knows how helpful this can be, and I think it’s a great change to Apple’s support system.