>2) If I pay a personal site visit to observe the problem, another 33% can't be reproduced, so that gets me some exercise and solves another 1/3 of the problems. User complains about it: "But it kept doing it before you were here!" Well, I must have magic powers or something, I guess...

I used to get a LOT of that when I wasn't doing development exclusively. The hardest part for me was to convince my clients that I DID believe them. Kinda like that noise the car always makes EXCEPT when you finally take it to the mechanic.

Alex