Our tech support team attacked simple hardware problems, such as replacing a burned-out video board, with the same order of incompetence. Once, when the boss needed a new computer, the IT guys ordered a low-end workstation along with the most expensive 20-inch LCD display in the catalog. The rub? They knew that boss already had a 19-inch CRT monitor that he loved. I'll bet the support company got a commission from the company that sold the display.

I find it troubling that inept IT support firms like the one we use continue to enjoy the blind faith of their clients. The company my firm retains is still under contract. But the number of times they have been called since I (unofficially) took over the network is zero.