All files and more lost with software upgrade

hello
my in-laws called me in a panic yesterday. they used the software upgrade to install 10.5.2 and could not find their entourage mail program anymore, it was gone, so were all the files in their document folder. i connected through ichat to their computer (had to set up the accounts again, as the old ones were lost) and yes, it is all gone, though documents they saved in the applications folder are still there.
i called tech support for them and was told that programs that are left open during installation will be deleted. isn't it impossible to continue installation until programs are quit? why would all their files be gone from the document folder? also gone were their ichat ids and safari bookmarks. it felt like an erase and install but all they did was the software install which i assume is a default installation?
no, no back ups for them. they just recently acquired this computer on our recommendation that they would have less trouble with a mac than a pc with vista. but now this.
they will be talking with tech support soon, but i have little faith in them, so i am asking here. what could have happened?
thanks,
marianna

Welcome to Apple Discussions!
One thing which may have happened is this article:
http://docs.info.apple.com/article.html?artnum=107854
However, this is an important lesson for everyone. It is not a question of if data will be lost, but when.
See my FAQ* on backing up as to other possible recovery strategies, and make sure everyone knows never, ever install an update without backing up first. Regardless of the cause, data will eventually get lost, and updates are often the most frequent events where they happen as they change the system much like changing the guts of an automobile.
- * Links to my pages may give me compensation.
Message was edited by: a brody

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