Are you sure they're highly paid?
My experience has been, for better or for worse, PC techs in companies quite often are not highly paid, and, in fact, are often part time high-school kids.
I'll take your word for it, but keep that in mind. I'd also be interested in how many techs this company has servicing 5000 users. I've been in a tech per 1000 machines environment, and I can tell you, the users did not feel like they were getting their due.
Oddly enough, I started my own business and offered small businesses as much time as they wanted to buy, and found out just how little people value technical work.
It is very bizarre. People just expect some person somewhere to be Johnny-on-the-spot the moment things don't go perfectly, but they don't think they should have to pay for it.
With all due respect to Patrick, if companies want to get it right, they can. They don't want to. They don't want to pay for QUALITY IT because they think IT is a disposable commodity. Unfortunately for the workers, it mostly is.
