If you printed out an email that you had received and it had a ‘Reply’ button on it, would you assume by pressing the button, you could respond to the email? I seriously couldn’t have taken that support call… God bless our email support guys.
We deal with these sorts of issues on a daily basis. Perhaps not to the degree of this particular situation. But it can get bad from time to time. Laughing at the caller is never an option. They are calling you because they really don’t know any differently. That’s why I really respect the guys at our office that field calls like this. My immediate instinct would be to laugh if I were presented with an issue like hitting a reply button on a sheet of paper… but these guys, tough it out, avoid laughing, and help educate the caller. Now that’s awesome.