"Thank you for calling the Undisclosed Technical Support Team™ my name is blah blah blah..."
The lady explains that her screen is saying 'shutting down windows' and has been stuck there all day.
"Ok, what we are going to do is shut the computer down."
"Let me know when it is off"
"Well it does take a while after I close the drawer."
"Is it off?"
"Ok, turn it back on."
"Alright, it is back on." That was quick? "It still says 'shutting down windows'."
It takes me a few minutes to realize that what she is doing is opening and closing the keyboard drawer. She believes this is the way to shut down the computer. And in her defense I can see how she would assume that. When she closes the drawer (eventually) the computer screen goes blank, and when she opens it again, it jumps to life.
I explain to her that what we are looking for is an actual button she must push and for the next few minutes I wait as she turns the monitor off and on.
"No, Mamme, the power button is located on the tower, the box that you put your CD's in." Clearly I need to dumb it down for her.
"Dell did send me a disk, but I threw it out cuz there was no where to put it."
"Uh, it has to be there somewhere." I was starting to think she might have a laptop but that would not explain the drawer.
She finally directs her attention under the desk, "Oh, well would you look at that!"
I come to find out that she has never, in the three years she has owned this computer, ever powered it off.
How is that possible?