I completely understand your feelings, and I
agree with much of what you said (which is why
my staff asks that I not handle technical support
However, the thing that is important for all of
us to remember is that the Internet has brought
computing to hundreds of thousands of people
who would have never had a computer otherwise.
To many of them, it is new, frightening,
uncomfortable, and foreign. Certainly not an
excuse, but something I think is important to
keep in mind when, for the fourth time, explaining
there really isn't an "any" key on the keyboard.
Best of luck!