>Is the former his responsibility? Heh. It occurred to me today that DirecTV does not pay for upgrades. At all. They typically charge $50 to bring a technician for an upgrade. Today I ran 3 lines over the roof for a single box. (How does that work...lol. Swap/relocate, multiple dishes.) That $50 gets split between the warehouse, the boss, and the technician. Meaning DirecTV makes $0 on an upgrade. Meaning the customer is entirely responsible for the cost of an upgrade. Now, installs pay a lot better, meaning you are more willing to go the extra mile to get it done. And if the customer needs X, typically they will not KNOW that they need X, until you arrive. And at your discretion, you will get X on your own. If you need to reschedule because you don't own a sawzall, I think that's acceptable. Like all tools, it makes you wonder what point it's profitable to own one.