Hah. I would give my left nut to have competent helpdesk people on the other end, and I'm a vendor who's dealing with the higher-level management and IT people

Hah. I would give my left nut to have competent helpdesk people on the other end, and I'm a vendor who's dealing with the higher-level management and IT people in these organizations. I can't imagine how poorly trained and skilled the front-line techs are.