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Free programs allow more people to try more products. If every program out there had to be bought "off the shelf" most people wouldn't have the time or money to search for and use the many useful tools available. Of course, if every user had the same things on their computers it would make it easier to diagnose and fix problems. The fact that computers are so hightly customizable is one of the bigger problems in trying to identify and fix problems. But, from the users perspective, the utility, education and customizability of having so many products, literally "a download away", is a big part of "the computing experience" even though we could all get by on a lot less.
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