I see a few issues.

1. A new system? Make this a warranty issue so you don't get stuck with repair bills.

2. Windows 98 can be tough for some to install. The error message looks like an incomplete OS install. Get the OS installer on the phone and grill them about motherboard drivers, video drivers, audio and more drivers and then if they installed DirectX. If it doesn't work, then ask them to fix it.

Bob