Incompetency isn't always a major problem by itself. I get that some users make mistakes and are not computer literate. What I do expect however is that a user will try the steps I suggest over the phone to fix an issue - even if a troubleshooting step sounds basic and/or obvious.
My patience and sympathy disappear when a user insists they've tried something when they haven't, or when they argue with me about "no it cannot be that", despite not having a shred of evidence to support their opinion here. Rocking up in person, doing exactly what I'd told them to do over the phone and watching as the issue magically disappears almost always leads to either a red face, or a burbling and fake excuse - "it wasn't like that before" etc.
Biting the hand that feeds IT
