This just happened to a computer illiterate colleague of mine.I see it all the time, people that don't understand the tools that are available to them, just re-install the OS, leaving it up to the end user to restore all their other things, never thinking about the dozens of hours that the end user will be left with getting their machine back the way it was.
Went to the geek squad and they reinstalled xp for him at $100.00 and then didn't even put back all of the other programs that he had installed.
He even gave them the disks but they stated that they would have to charge for those re-installs as well!
So then I had to spend time out of my day to help him fix it back the way he had it.
And that is sorry customer relations.