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I was never privy to the workings of the technicians. They did tell me, however, that they kept a stock of ready, working spare PCs ready to swap at a moments notice. The broken ones were shipped off to be sold as refurbs by someone else. They just couldn't waste time fixing things. When a trader is loosing $10000/minute because his PC won't work, there is just no time to screw around.
I understand now. I have hot swap machines ready in the storage room. Anything that doesn't take more then 30 minutes to fix or isn't under warranty gets sent to salvage. Imaging has reduced my more difficult software troubleshooting to waiting no longer then 30 minutes for another working machine. I still haven't run into a broken desktop I haven't been able to fix though.

The losses from downtime aren't that great in my fields. :D
 
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