It's not even a matter of whether the user knows how to use their device. I've seen plenty of Windows laptops shipped with a somewhat-broken software configurat

It's not even a matter of whether the user knows how to use their device. I've seen plenty of Windows laptops shipped with a somewhat-broken software configuration out of the box, and on multiple occasions I've seen two "identical" machines fresh out of the box get offered different software updates with the end result that a few hours and several reboots later, one system is noticeably misbehaving.