One evening, guy calls, his email acccount is 'not working'.
'Well, did you setup the Outlook Express like described here: http://....?'
'Uh oh, no.'
'Could you please follow the pictures step by step and see if you have an email account setup as described ?'
mumbling, clicks, keys pressed, then he goes:
'Well, I click on "Add account" and nothing happens.'
'Well, that isn't normal. What do you have on your screen?'
'The browser, as you said. I click here on "Add account" and nothing happens.'