iChat AppleCare Thought
In 10.5 Leopard we’ll have the ability to view and if needed control other peoples macs remotely via iChat. This would be quite the help for AppleCare calls. Apple could get your macs S/N and entire system profile without asking you and could see for themselves alongside you the symptoms and/ or log files that may contain information about the problem that you’re experiencing. If you said you had a tight schedule then they could look at iCal to know when you have to go. They could even look at your AB card for yourself to get your home number and home address for dispatches. I think that it would be a super-smart idea for Apple to give customers the option of iChat for AppleCare calls.