I've met a number of users over the years who don't understand how technology works at even a basic level. They can go through the motions of what's needed to do their jobs or simple personal computing, but that's it. You explain what's happening the best you can, make sure the problem gets fixed, and steel yourself that you'll be hearing from them frequently.
Here is a story about one such encounter that prompts a laugh when I need it and reminds me to stay patient and courteous when the conversation seems to be going in circles.
ACER ADOBE SYSTEMS ADVANCED SEMICONDUCTOR ENGINEERING ALLIANCE DATA SYSTEMS ALLTEL
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