One of the teachers at my work recently bought a new Dell. It was showing a 'No Operating system' type error. He contacted support who sent him a confusing email instructing him how to reset the bios and reinstall the OS. This was written in terrible English and he couldn't understand what to do. He brough the machine in to work and asked me to check it out. I switched it on read the error, popped the case open and the power lead to the HD hadn't been connected. A simple error and no harm done really but the support really should have checked it first. An argument against outsourcing maybe.