Remote Mac support made even easier with Mac HelpMate 3.0

I find your comments absolutely unacceptable. He explained his policy, which you did not follow. Support tickets are useful. They create a knowledge base of existing cases, a 'paper trail', and a way to refer back to a repeating incident.

If this is a case of one computer or computer network you are connecting to, some routers block VNC -- the underlying protocol used to make screen sharing work. Some routers do not allow applications to open those ports.

For most consumer situations, the above will never be an issue.

Also, a third-party piece of software should not be refunded.

I'm not hiding a thing, Dean. I've made my point as honestly and openly as possible. If MacHelpMate continues to evolve and people using it are supported like respected and valued clients then I'll reconsider.
Reading your previous response told me you've not moved to a position of respect for licensees of MacHelpMate. To you it's still 'just' a $500/year relationship. Hundreds and thousands of us who make a living on remote support have a very different perspective no matter the cost. Remote desktop is our livelihood.
Right now I'm getting "white glove support" (your words) at NTR for $588 a year. You may want to, or may already have, looked into more dedicated staff to assure MacHelpMate is reliable AND has responsive tech support. When MacHelpMate let me down 30 months ago I had end users dying on the vine. This was not good for any party involved.
It seems we've both said our piece. Good luck with your latest major release.

I've been a consultant for many years and do not find the Mac HelpMate's feature set compelling. I have found Dean to be rude as well. I was unimpressed with his systems administration for consultants presentation at MacWorld and was confused by his caginess when the audience asked him relatively basic technical questions.

Tried an earlier version of MacHelpMate 2-3 years ago. Had tremendous troubles with screen sharing implementation and it cost me business.
More troubling was the tech support. Not only was it hard to get but exceedingly rude. Dean Shavit all but called me a whiner in a voice mail. Single worst tech support experience of my life and I provide tech support for a living. When discussing Shavit with ACN, I recall a rep referring to him as 'colorful' or somesuch. That would be one description.
I'm now in third year using NTR (www.ntrglobal.com). It's cross-platform and price is comparable to MacHelpMate. Added bonus is tech support is amongst the best I've received anywhere. Always impressed.

I'm rather intrigued how this isn't the first time I've seen this article. I'm pretty sure I read it on Friday or Saturday and then it disappeared from the list of articles. Was it edited and re-released or released too early originally?
Curious from London. :o)

Way to blow $1,200 on scripts and screen sharing. OMG OMG I DON'T HAVE TO CLICK ON SYSTEM PROFILER BECAUSE THERE'S A SCRIPT THAT DOES IT FOR ME OMG.

and the "full suite of diagnostic, troubleshooting, and optimization tools built in" is a bunch of bull. None of those tools are worth even $100, let alone a yearly $600 fee. I've seen them and I'm not impressed.

I'm sorry for my harsh comments, but come on Steven. Given the level of technical knowledge your business requires.. you should know better.

Why wouldn't you just use Webex?

Should this "article" be in the advertisement section?

Maybe it's just because I'm an individual and not doing this as a means of making money, but man $600 a year seems like a lot to me.

I would give this a try if it were free and also had a Windows version. I still have a Windows machine at work so that's a must for me. I'll have to stay with Logmein or Teamviewer for now, because I'm cheap :) and unfortunately I still have to use Windows occasionally as well.

The LogMeIn iPhone client is a key reason I still use it on my PCs and Macs. I don't agree with the sentiment that its hard to control a mac on the iPhone. LogMeIn did a pretty good job of it, and look at Jaadu VNC if you want to see the best. Even over Edge I'm impressed with how well Jaadu works. I've looked into MacHelpMate, but I'm using LMI Rescue for on-demand and ITReach/Free for unattended. My only gripe is that I can't initiate Rescue sessions from my iPhone, and that I have to use IE for them on a computer. If MacHelpMate can do on-demand from the iPhone, I'd probably purchase it just for that. Better yet, he should look into using the Jaadu code for his VNC viewer. I'm convinced that is one of the best iPhone apps available in any category.