1. In my situation the reason I get support calls from moron end users is they choose not to write down critical information. They are given a number with a unique user id and password for the 3rd party that provides their EDI mailbox. There is a hard copy bright red document telling them to copy and store the info. They also have a readme with the software as well as a prompt when they go to the screen where they enter the information. Finally, an account rep calls them after we ship the software to determine "customer satisfaction" and tell them to keep a hard copy of the info as well. Yet, we still have morons who fail to follow simple directions calling me because, "our software doesn't work after we upgraded to a new machine.". I have no fucking idea what their unique info might be and they need to contact their EDI provider if they fuck up and don't write down a hard copy.
2. You often get what you pay for. If you got a network guy from an MCSE mill with no experience for a job that pays $12.00 an hour then you deserve what you get. Also, asking a programmer to solve a wan/lan network issue is like asking a general practicioner to do brain surgery, not a smart idea. The fact IT was so hot in the late 90's attracted a lot of people motivated solely for monetary gain with little "love" for the job. Find yourself a true "computer geek" and you won't have a problem.