This sounds more like consumer ignorance than Dell's issue.
There website clearly states its not Windows. They guy technically told her the right thing and he was doing Dell's objective of trying to save costs by not switching out the machine. Only issue is a Linux based machine obviuosly wasn't right for her knowledge of computers and software.
She should have realized that she needed Verizon's specific linux CD and how to save open office products as MS Office compatible docs.
So two issues here,
1. Customers need to actually read wtf they are doing and take responsibility for those actions.
2. Customer Service reps need to ensure customer actually match the products they are buying, especially in the computer realm. That guy should've realized she was not going to be able to utilize the Linux system.
However, this is overall some bad press for Dell that won't do much as very few people will know about it. They should just have her pay the difference for Windows and send her the install disc that would have been available for the same laptop with Windows.
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