Originally Posted by queerpunk

+1.

also +1 on the sneaker comment.

when i was working in a shop, it took me a while to learn how to explain what i thought a customer needed based on their needs, not on my own perception of what i would do in their shoes. obviously the OP's story is a more drastic example of that but i'd put it in the same category. most people don't need the most elegant, efficient, or ideal level of functioning, especially as appraised by a wrench or shophand. "i don't care, it works for me, and i couldn't be bothered" is a very natural reaction.