I do phone tech support for Adobe products. I deal with every single one of those users every single day. the funny thing is that the worst users to deal with are the IT guys from other companies. They typically take advice the worst. The next in line are the public users who think that they are technically savvy and are really not. Oh, they are a joy to talk to. people who know nothing are easier to deal with I find because they just want me to show them the way and generally trust me implicitly. Otherwise it is tech calls as usual.