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Customer firmware updates went from a 15 minute call to a 2 hour saga
I do break/fix work for small offices around Dayton, and something shifted about 8 months ago. Used to be I could remote in, run the vendor's update tool, reboot once, and done. Now every printer and router firmware update wants a cloud account, a pairing code, and a support ticket before it even downloads. Yesterday I spent an afternoon on one copier because the update bricked the scan-to-email config, and the vendor's chat kept bouncing me between three departments. Has anyone else noticed vendors making simple maintenance harder just to push their subscription dashboards?
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