Repair and support are very serious problems for both the IT organization and the consumer. It cannot be avoided. Someone has to keep the gear working, answer the questions, shop for services. Consumers are easily drawn into expensive service agreements and without the buying power of larger IT organization these services are not at all competitive. (Apple won't cut a deal for Apple care on an individual basis).
How much time and effort does a company want their employees investing in their own support? This is the ultimate in continually reinventing the support wheel one person at a time.
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