An email from Bill Gates that turned up during an Anti-Trust lawsuit a few years back has been circulating around the web:
http://blog.seattlepi.nwsource.com/microsoft/archives/141821.asp
It is a little comforting to know that Gates gets just as fed up with Windows as the rest of us. He is only referring to the installation of one specific piece of software here, but I've got to say that the Microsoft Help and Support site has always had terrible usability. I've gotten to the point that I totally ignore the search functionality built into the pages and instead go straight to Google if I have any kind of support issue.
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