Re-install = last resort
Lazy OEMs leverage "restore" disks (that wipe and re-build the PC) to attain 1-call and zero-call support loads, despite selling on the basis of "excellent support". The "1-call" version goes like this:
- "just" wipe and rebuild
- only if that fails, consider bad hardware
- the adverse impact will prevent the user ever calling again
A refinement is the 0-call version:
- advise the user on the phone to "just" wipe and rebuild
- if they refuse, end of call (zero call load)
- if the rebuild fails, issue RMA and consider bad hardware
- adverse impact assures they will never call again
"Just" wipe and rebuild doesn't keep the PC malware-free either; as soon as "data" is restored, or the unpatched PC connects to the 'net, it's likely to be re-infected just as it was originally.
Restoring "data" isn't safe when apps default to "My Documents" for downloads and other incoming crud (e.g. "My Recieved Files").
