I had the misfortune of working for customer support for Stream who was acting as telephone support for a big PC manufacturer.

That was their solution to any problems that would take more than a few minutes to resolve. FDisk, Format, Re-Install the Operating System (or FFR as it was fondly referred to) using the System Restore Disks. "There! Just like new!"

I left after a month. When the number of phone calls is more important than actually helping the customer, it's not customer service, it's a scam.