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Oh Hitch. I feel your pain. I worked on an IT help desk for a few years. I once spent over 90 minutes trying to explain mail merge to someone (she was going to be fired if she didn't do the task - which had been deliberately set for her to fail). I spent that time because she was polite and that I hate bullies. We won.
I am not surprised in the least by your experiences. It's staggering how little people know or even understand.
I've been told that a website I built for someone didn't work. Alarmed I asked what they'd done. The person kept saying the address didn't work. To them "address" meant putting the business name in Google. They couldn't understand that a site that had gone live the previous day wouldn't be searchable in Google yet. They thought google = URL. I'd send them the URL and they'd complain that the "address" didn't work. And this was a daily internet/email user.
And if people think 'the young' are tech savvy, think again. They are almost as bad as the oldies.
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