My technician was great, but the homex system wasn...

My technician was great, but the homex system wasn t working properly. There was no video available, without which we couldn t accomplish much. The technician, Ken, did the very best he could with the information he had, but without video his efforts were futile. I appreciate his trying though. 2nd attempt was much more successful. Video worked and we made progress. Turns out a live visit is required to fix the issue, but the video session was very helpful.