>I agree with you that the experience you pay for is really peace of mind.

Yep.

>I think i'd just dump all the custom crap, do the upgrade, and let the users put their customizing together on their own time.

Well, that's my biggest problem, no power users. It's my responsibility to see that the custom crap gets put back.

>I think John's issue is with a $125/hr tech wasting time and money on a task that could be safely given to someone on staff.

I'm sure alot of it depends on thier situation, and what they have installed.

>"... defrag your hard drive for only $75/hr! Make checks payable to ..."

LOL