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To make a car analogy: if someone is so incapable of using a car that they can't shift gears without fucking it up, they don't need a car mechanic, they need to be kept the hell away from cars period.
No, what they need is an automatic transmissions and to be kept away from manual transmissions. Unless it's a rental, then they need the rental insurance; and possibly a video camera mounted somewhere for shits and giggles.
Had the users done their own regular and updated virus scanning, this likely wouldn't have been an issue.