Is PC Support fundamentally broken?

A thought-provoking quote from PC World's Techlog - Dell vs. the Blogosphere

"When my electricity goes fritz at home, I call in the electrician and tell him what's wrong and he fixes it and tests it and I pay him and thank him. I don't have to hang out with him and hand him wirestrippers.

But with computers, we are expected to suffer through the process; we aren't allowed to say, 'Just fix it: The machine you made is broken so fix it and make sure it's fixed.'

Why the hell do we tolerate this? "