I've worked for a couple of tech support places, and two stories stand out:
While working for Apple support, we would occasionally get calls that related to trojans - not often, but it happened. One particular one was a bug that messed with the user's DNS settings. A security firm released a fix and the word came down from on high that we should just assist customers in reaching the site the fix could be downloaded from. Underneath the download link was the following description (paraphrased somewhat, I can't remember the exact wording):
This tool will remove the DNS changer trojan from your system and restore normal operation. This malware is most commonly encountered purporting to be a video codec required to view content on pornography sites.
You could hear, in the customer's tone of voice, the moment of comprehension.
"Has the website loaded sir? You will find some information about the malware and a link to download the tool to fix it."
"Oh that's great, thank you so much! Let's see now. Uh huh. Mhm.
... ah. Thanks a lot, goodbye!" *click*
The other was in a similar role supporting the Xbox and Xbox 360. One guy phoned up saying his 360 wouldn't turn on at all, no lights, nothing. That's usually a power supply problem, so I got him to check the power supply was plugged in. He'd already done that - fair enough. I asked him how it was connected to the mains - he was using one of those multi-socket extension cords. At this point I found out that the lamp also connected to this extension wasn't working either. He went on a mission to find where the extension lead was plugged in, and came back to tell me he'd found the problem.
What was it? The extension cord went around the back of his armchair in a nice big loop... and plugged back into itself!
Biting the hand that feeds IT
