One of the issues that seems to continue to plague many computer users is the issue of hardware v. software. The question of whether it is a hardware problem or a software problem often seems beyond most of the run-of-the-mill computer users. This means that if the customer doesn't understand the difference, and where the problem is coming from, there are endless frustrations. And in a world where angry customers are just as likely to blow the story up in the blogosphere as to try to solve the issue "peacefully" with the company, it could be disastrous for product providers.

But isn't there a reason to divide these problems up? There actually is. Manufacturers of hardware, the nuts and bolts physical items that make a computer what it is, are often different from the software makers. This means that if you buy a computer from Dell, but it runs on Windows, you have two different companies involved. If you have a hardware problem, your computer manufacturer will have to take care of it. But a software problem has to be dealt with through a different company. (This is why I enjoy my Mac. No matter what my problem is, I call one company.)

This means that the customer has to know how to figure out what the issue is. And this can be difficult for most of us. But couldn't companies take the time to create a system that allows them to help customers diagnose the problem? These techies should be able to walk customers through the process. If I call Microsoft, can't a software engineer at least walk me through the steps to determine whether or not it is a software problem? Even if it turns out to be a hardware problem and I have to call the computer maker, at least I feel better about Microsoft.

And I learned a valuable lesson: How to diagnose whether a problem is hardware related or software related.

It isn't just about whether a company can fix a problem. With customer service increasingly important to most people, it should also be about how much a company is trying to help.