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I agree with all your points - but I just want to clarify one issue - in the cleaning monitor incident the support tech DID go through all the usual steps to resolve the problem and eliminate it as being a real issue. The user in question had a long and colorful history of claiming that his computer was running more slowly than usual - especially when someone else in his department received a new, faster computer. I guess I misrepresented the facts, but the scope of the article did not allow for more expansion. Thanks for your thoughtful comments and bringing more balance to the issue.