Well, as far as the support guy goes, I think he was a little rough early on. I do support as well, but no over the phone, so maybe I would have a more difficult time if that were the case. I could hear him fighting laughter the entire conversation, which I can understand, but isn't super professional. I definitely think he stuck with her and helped her out, but overall I didn't find his support to be top-notch. I also agree that he did a poor job outlining the screen for the user who was obviously clueless. At the end of the day, for all of us who "get it", it's definitely funny, but I have family members like this woman and in the race to teach people it can sometimes be unfortunate to poke fun at the people who at least try to use computers even if they don't know what they're doing. Not to mention that since I enjoy working in the support field, it is always my priority to do what I can to help people learn about technology and make better use of it in their daily lives. It sounds stupid, but the joy that a user like this woman might get from learning something as simple as closing a browser tab is like watching a child learn to tie a shoe lace. It's a little bit of magic.