"Hello, customer. Yes, I am sorry your hard drive has failed. We
will need to replace it. Also, you will need to purchase a copy of
Windows since the recovery partition is now lost."
Lets look at it the way it should be:
1) Customer brings in a computer with a non-working drive, lets say it's
a Dell computer.
2) The COA is on the left side of the case, if not, then it's not a
legit install, since Dell ALWAYS INSTALLS THE COA on the case (one of
two places, mostly on the left side).
3) The media is included or a recovery partition is included, the users
are given info on how to make a restore CD, they are often provided
media, they can get a warranty replacement with recovery partition
already setup via support.
4) Customer is asked for media to install on new drive.
5) Customer tells tech that they don't know where the media is, have not
see it in ages...
6) Tech tells customer that without the Dell CD's for recovery/OS, they
will have to purchase a new copy of XP (even OEM) or get Dell to ship
them the media (which isn't going to happen if it's already been sent).
7) Customer, after making this mistake once, has to make a decision, pay
for a new CD/License or take the computer home and hope a neighbor can
boot leg them a copy.
8) Tech is not breaking any laws since they didn't install a pirated
copy of OS on the customers machine.