Recovering from recent oral surgery, Rob shares two tech support stories. In the first, staff spend two days contacting a phone provider to replace a client’s “broken” government-issued Android because the screen is too dark, only for the real issue to be the brightness slider turned all the way down. In the second, an MSP tech installs a dual-monitor setup on the computer listed in the accepted quote, then is told by someone onsite to move it to the other computer, without confirming with the requester or getting the person’s name. The client later disputes the change, forcing an unbillable return visit, and a follow-up email leads the boss to insist future requests be in writing and handled exactly as documented.