Nathan is very nice, so this is not a complaint related to dealing with him personally, but I feel the service I received on this ticket was not a good experience. I had a problem with an Access database not pulling data. Nathan took remote control of my computer for 3.5hrs, during which I was unable to work because my job is a desk job done with my computer. After the 3.5hrs, the "solution" was to restore a previous version of our database and move on. I COULD HAVE DONE THAT. I actually mentioned to him that I had tried restoring to a previous version, and it hadn't worked, so I believe after I told him that, he just kept trying different versions until he found one that worked. He also told me over the phone that he is not an "Access Guy". If I have a problem with Access, then I need a tech who has knowledge on Access. We are paying for knowledgeable IT help. How did he expect to help me if he wasn't an "Access guy"? Did he think he was going to learn Access in 3hrs on my time? Our query broke and what I was really wanting help with was finding the problem with the query. That is why I contacted IT. If the answer was to restore a previous version, I could've done that myself in less than 3.5hrs and moved on with my workday. I would appreciate more consideration for the customer's time, and I think it would be good for techs to recognize their limitations, and instead of trying to find a workaround anyway, pass the ticket on to someone more knowledgeable with the problem I'm facing so we can get an actual solution. We still don't know why the query broke, but if/when it happens again, I won't be contacting IT. I'll just restore a previous version myself and not waste half a work day.

Helped me out really quick.

Adam did an amazing job as always. He quickly found the issue and addressed it. I am excited to work with him again in the future.