This makes me want to both laugh and cry
Because I had this actual problem a couple weeks ago. I don't do this for a job, just the son of a very tech impaired mother that has to ask me for help, so she can understand the help from the tech guy.

This call didn't stop there. It was like "Okay, now click on settings"

"Where's the settings?"

"It's the icon with the gears on it. Then go to the 'accounts' section"

"Where's accounts?"

"Scroll down until you see 'accounts'"

Omg I had to explain where the settings was like right after too. And she was using the phone to try and unlock her computer so she was so confused on if he meant the phone or laptop.

I'm so sorry you have to deal with people like that. I can hardly handle my own mom.

Most of the time I start my troubleshooting at "explain this stuff to someone like they're 5" but even then a couple times a day you get the truly special customers.

It seems like a very testing job honestly.
And, I can understand the older people like my mom who didn't have a TV until she was in elementary school. But then there are people that grew up only in a age of tech, and still act like they've been living in a cave

Usually if someone young calls in you can tell it's a problem that we gotta fix, because they would have googled it otherwise

When someone old calls in it's like "oh boy strap on your patience helmet here we go!"

Doesn't seem like either is an easier one.

And my mother is the best example of that, the reason she had to call tech support? She forgot she even put a password on her new apple laptop and can't remember it, and can't figure it out. She almost went up to the phone store because she forgot the password for her apple account there too, and this was just like not a week ago. Least they keep you in business for sure. xD

Well hey, always better to go to the apple store, find someone to help you IRL. It's 10 times more frustrating on the phone if the other person has no idea what you're describing lol!

That's very true lol. But sadly, there's not Apple stores in our town, she'd have to drive 30+ minutes just to do that.

That sounds like me trying to use a smartphone, except I have the brain capacity to fiddle around until I figure things out on my own.

I totally get that things get switched around every time they update an OS, but come on, it can't be that difficult.

Well I don't own a smartphone, nor have I ever. My only experience with them is one time when I was on vacation and a couple asked me to take their picture using theirs, and at work because my current job issues them out for using a special app the boss had programmed for marking duty statuses.

...

I had a call where a woman wanted to program a phone, which required the # key. I told her "Press the Pound key" her response "Which one is the pound key?" "Its the number key" "Which one is the number key." "Its at the bottom of your phone, in the center." "Ohh the tic tac toe key"

I had to tell someone it's the hashtag

This was before it was common to call it a hashtag. Back in, oh 2008 I think.

I mean even if you're too lazy to read, there are literally you tube videos for EVERYTHING.

our company is contemplating about making you tube videos for password resets so we can move some of these call drivers.