I'm working support for Indonesia right now. I tell the guy, "go to our support site, download the client to the desktop and double click it to start the session." After you hit download on the website, it gives another copy of these exact instructions on screen. So the guy emails me back "I downloaded it to the desktop, what do I do now?" and attaches a phone pic of those instructions that are sitting right in front of him...

You'd think working in this science/satcom industry that customer support experiences wouldn't be the same as, say getting your g'ma on AOL, but in my experience it's exactly the same.