Msquare:
Som of us have worked "on the other side" ]Well, for me, it was a professional software so I never have had to deal with "the general public". But some in my family have - f.eks. cable TV. If you think you have run accross some clueless people in support, that is nothing to how many clueless people are out there.
Reminds me of a tech support person who posted a story about a clueless customer complaining that they couldn't get their PC to work. Long story short there seemed to be a total building AC power outage! The dialog back and forth between tech support to customer was to die for. 
Lefty