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microsoft offers a whole knowledge database on known issues with it's software that is readily accessable by anyone with an interent connection. they offer synopsis of problems, and solutions and workarounds.
you know as well as i do that there are loads of people out there that have no idea about anything that is inside of their computer. if microsoft were to offer free support beyond the knowledge database, millions of boobs would call in on a daily basis asking how they can get an shortcut back that they deleted weeks ago or something like that.
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