This. While I was in college, I worked for Circuit City doing tech support (the "IQ Crew", heh, later called "firedog". Memories). People would call/come in and I would try to gather information about their setup.

It was extremely common to get Q/A like:

Me: Who is your internet serviced provider?

Them: I just click the 'e'.

Translation: They were telling me they use internet explorer.

Me: OK, bring in your computer and I can look at it.

Them: (arrives some time later, plops their CRT monitor on the table).

It was always like that. It took me a while to figure out how to ask the right questions to get the information I needed from them. TBH, this was most of the job.

I've often thought that laptops are conspiracy by "Big Geek" to make it so they can't just bring in the monitor anymore.