tony,

Don't be too quick reloading the OS. Oftentimes support people will hide their lack of knowledge (or lack of interest to help) by telling customers that the only way to fix things is to reload the original software image. It is easier for them to say that than to actually delve into the problem and solve its cause.

Don,

DriveImage from Power Quest is a competition of Symantec's Norton Ghost. Both work well when the problem is with the hardware; however, if you had an virus-infected disk, or some other software issue, restoring the disk from the image will bring the problem back as well.

Regards,
Alex