[kinkrtyavimoodh]

Just... wow. The jokes write themselves at this point. So instead of posing a simple question to the customer that even the most tech-illiterate customer can understand and answer reliably (Is your router next to a microwave oven or aquarium by any chance?), you make them download an app (which would ask for god knows how many permissions), ask them to take a photo, which may or may not even have the necessary information you need and could be in terrible lighting, blurred, or a hundred other failure modes, then run image processing on it which has its own precision and recall issues.

All of this, instead of asking a simple question. If this is not technology fetishization I don't know what is.

[collaborative]

This only happens when a customer requests support via the app. You would be amazed at the number of customers that not only put their router in such places but then also deny their ever being there. The picture doesn't lie. Support tickets that arise from such cases can take months to close. Usually after a technician visits and sees the router's position

[bierjunge]

First and most important rule of technical support I've learned: "All users lie, there are no exceptions"