That is spot on for what we deal with in tech support. I worked for 6 months (during my final 2 quarters at college) for an internet support company. We did support for about 25 ISP. That was an ..... experience. We always joked about saying: "Ok I need you to get a box....you got one? Good. Now unplug all the cables from the back of the computer. Yup all of them. Good. Now put the computer in the box and tape it shut...Ok now write my address on the top. Nice, nice go ahead and drop that off at the post office and your problems will be solved.