[notatoad]

ever worked in IT support? letting people customize their environment both increases the amount of support that users require, and increases the difficulty of providing that support.

a laptop in a stock configuration can be swapped out for a new one when it breaks. a laptop that has three years of accumulated customizations installed on it means that the employee wants their laptop back when it breaks, and they want it fixed ASAP.

when you're supporting a user who doesn't know how to type a URL into their web browser, it's a whole lot easier if you don't have to start that call with asking what web browser they're using.