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Must be an OEM license for Windows... basically if Windows came pre-installed on your system, the manufacturer negotiated a lower price on the OS by agreeing to provide the OS support instead of Microsoft. Unfortunatly, most OEM companies limit their support to 'recovery cds' to get you back to a 'working state'. Many times your best bet is forums like this (or others... try google groups) or online knowledge bases (technet.com).
While I share your frustration (35 min to get a warranty RMA from Intel earlier this week... toll call... no cross ship option... ), I have to say that, for many companies, support is the number one expense of doing business. Any way that they can reduce that expense, they will do (love the endless phone menus). Just remember that for every legit question they get, there are 5 stupid questions waiting to eat up their time too (How do I find my password?)...
wow.. this turned into a rant.
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