All right, NOW can we replace the hardware?

This IT support pilot fish has been sent out to customer sites countless times at the behest of outsourced support people who probably need to get out of their cubes a little more often.

"I have had the four- or five-hour chat sessions several times on many jobs, usually because they keep sending me out for the same issue without replacing the hardware," says fish.

"The most memorable one was when a network router was literally in pieces from a lightning strike. The people on the other side of the world wanted me to take the pieces and put them back in the case and plug it in.

"When I did, it literally caught on fire. With actual flames and evacuation of the store.

"Once I put the fire out, they wanted me to plug it back in again -- to see if that had fixed it."

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