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This is probably a standard question on their catch all service form. From a business/management perspective the format/reinstall procedure makes a lot of sense, though. Rather than having skilled techs capable of troubleshooting and resolving issues, they train a bunch of people to do reinstall operating systems and that's it. Although format and reinstall may not be the solution for every problem, or the most efficient for most problems, it will more than likely resolve most issues. They leave it the responsibility of the customer to make sure their data is backed up somewhere else so they don't have any responsibility. This results in the company paying minimal amounts for their tech support, thus saving themselves money.
Look at it this way, doctorg, if you weren't one of us geeks, you wouldn't know that a format and reinstall wasn't the right way to fix your problem and that is what the company is counting on.
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