I used to have a problem using linux with them, but I was able to get around it with user-agent spoofing. They did a site update a while ago, and I haven't had a problem since.

I was once in a store that was giving out free samples for some food. I liked it, so I asked one of the employees if they had any. She looked at me strangely and said "no, it's a sample." I was bewildered.

What if the guy was asking about installing some distro of linux... No one would expect Dell tech support to guide them through that. The third party software policy is reasonable. In order to guide someone through a phone install of anything, some a priori knowledge is needed. I am guessing that most tech support guys with actual knowledge (that is, beyond the ability to follow a computerized guide) would probably be able to figure out most of a Vista install, even without installing it previously; however, it is probably better to not make any assumptions and only do what is tried and true. The Dell phone tech support guys are not exactly experts anyway. It is a reasonable move to treat Vista like any other third-party software. The lack of obligation doesn't really have much to do with it, or it least it is not the only reason.

@XopherMV:
Actually the skycaps are not employed by the airline; the airlines contract out the work to separate companies.

Although American's image doesn't look great, this guy should have contacted the skycap company for a reimbursement. American doesn't have financial liability, so the miles are really beyond what American needs to do. I am guessing that American might not higher this company in the future.