No Windows?

I just had a hard drive replaced by a Dell technician, and he informed me that if the machine is over a year old, Dell’s policy is to send a blank hard drive with no Windows. And for liability purposes, they can’t carry around a boot drive with Windows. Their advice? Create a boot drive from another computer in the office. Why are we paying for the Dell Pro Support if we have to do that ourselves? And if the machine is still covered under the plan, then why not send a hard drive with Windows on it? Feeling frustrated with Dell here.