The LG Revolution was never a smash hit for Verizon Wireless, and maybe that’s why Big Red thought no one would notice when a curious new feature was slipped into an over-the-air (OTA) update for the phone last weekend. The update included a so-called “Verizon Remote Diagnostics” tool. The purpose of this service is to give customer service representatives direct access to your phone and the data therein.

Users were understandably concerned about the new possibility of data logging after the Carrier IQ fiasco last fall. In that incident, several carriers were found to be using the Carrier IQ software to log data about how people used their phones. In some cases, that trove of data was left on the phone unencrypted. Verizon was forced to clarify the current situation, saying that the remote diagnostics app won’t log anything unless it is activated by a customer service representative.

The system would be used when a customer calls into support and needs assistance troubleshooting the device, or understanding a feature. With the customer’s OK, the support staff will be able to take control of the phone, see the screen, and operate it as if they were physically holding the device. It’s not clear if the owner of the device has to actually grant access through some software mechanism, or if Verizon support is just promising to be nice and ask first.

The clarification failed to quell the rising tide of discontent, though. Many users are still concerned about the precedent of installing remote access software on smartphones, even if it is designed only to be used by support staff. We know that software is fallible; there are always bugs. If any unscrupulous elements found an exploit in remote access software on your phone, Verizon could be giving the bad guys a backdoor into millions of devices.

The addition of this pervasive troubleshooting tool was just a bullet point in an otherwise boring update for a nearly forgotten device. Anyone using a stock Revolution will get this service installed whether they know it or not, and that is a bit of a problem by itself. In an era of increasing privacy consciousness, something of this sort should be opt-in.

Still, it is understandable why Verizon wants to roll this feature out, and no one should be surprised if it comes to more phones in the future. Anyone that has ever tried to walk a friend or family member through troubleshooting a technology issue over the phone knows that it can be a nightmare.

As smartphone ownership explodes, these devices are no longer the realm of the super-geeks. Regular people are carrying Android and iOS devices, and they might not have the know-how to fix even common errors, or operate simple apps. This remote access service is designed for them. It could be a great way to reduce support costs, while simultaneously making users more satisfied with their devices.

This is a sensitive topic, and some smartphone owners are unlikely to ever be comfortable with the prospect of a carrier rep poking around in their phone remotely. There is always the possibility that remote access on phones could turn into a security disaster, but Verizon seems to be willing to risk it. Are you?