Do It Yourself, Or Go Broke

I am not sure why a senior tech editor at CNET could not get Norton Antivirus to install on a fresh hard drive, but the claim is there was some trojan adware on the drive which prevented it. The point that got hit home in Why does PC support stink? Ask Symantec was that technical support is costly and not very effective. As I pointed out a few weeks back, half the problem is the user, and their unwillingness to learn. Notwithstanding my agreement with the general premise of the article (tech support does stink), in this case, I have a few questions:

1) How did this adware get on a freshly rebuilt hard drive? Did someone surf the net for a few hours before deciding to install the requisite $200 worth of protective software on the Windows machine?

2) Did anyone check a user group or miscellaneous forum to find the answer to the problem, before proceeding directly to paid support?

And finally…

3) Isn’t bitching about the problem taking time away from solving it?

No offense, but I am not a paid technical editor from the Bay area, and I still have twenty friends who could have solved this problem with a simple email. And, I would not have plugged that machine into the net until I had my antivirus and firewall software running smoothly first, which I suspect was half the issue here.

And who the heck watched the Oscars anyway?