These days it seems 99% of onsite visits for software problems are code for "We really care, and are doing are best". Mostly because of webex/etc desktop sharing software allow the support personnel basically the same access they get as being onsite minus the ability to move cables/etc around.
Some of the more enterprise software/hardware has "backdoor" functionality built in where the user presses the remote support button and it punches a hole through to the vendors DMZ where their developers can access the machine directly rather than having the user peering over their shoulder the whole time.
Some of the more enterprise software/hardware has "backdoor" functionality built in where the user presses the remote support button and it punches a hole through to the vendors DMZ where their developers can access the machine directly rather than having the user peering over their shoulder the whole time.