Weren't you just saying the magic ingredient was "support"? Do you believe a first line help-desk is going to provide better support than a guy whose livelihood depends on it and you can call to your desk?
>That's like saying a home builder should hire a full time auto mechanic
In this specific case, it's more like fairly large transporters having their own mechanics, which they have, because it's cheaper, and better, and faster, and generally very convenient all round.
