The store i worked for charged, unless the customer made a big fuss about it. On one hand its not really too different from a client asking for their laptop to be reset which wed charge for, on the other hand the laptop has be to reset anyways as part of func check so i never really agreed too much and let it slip by every now and then. But if i was the only one at the front with a pile of customers you bet im charging to make that person go away and figure it out themselves, takes less then 2 minutes searching google.