Think you're having a bad day? Try being this guy - he had a Dell hardware tech plug in his external hard drive, the back up to the laptop being worked on by the tech, and then format it for some reason. Whenever you have someone lose a hard drive come to you, almost in tears because they've now lost pictures, letters, financial data and are facing either total loss or a $1-5K bill for data recovery - your first response usually is 'well didn't you back it up?' But when someone does back up, diligently performs the daily or weekly task - can you blame them for going a little postal?
I've accidentally killed hard drives before - it's a aw-shucks, no-one-to-blame-but-myself kind of thing. I don't do it now but every technician has had that 'whoops...oh, no..." moment happen to them. Good judgment comes from experience - experience comes from poor judgment. It'll be an expensive lesson for the customer, an expensive lesson for Dell (they're probably losing not a few sales over this fiasco) and it'll be the most expensive lesson this tech has ever experienced. I'm sure Dell will find a reason to let that tech go and maybe his contracting company as well.
Ouch.
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