It’s the lament of tech support desk jockeys everywhere. RTFM. Read the F_cking Manual. In my elearning days it was a constant and consistent case that people don’t read directions either because 1) they aren’t written 2) they aren’t written well 3) they aren’t accessible 4) they aren’t helpful or 5) they are in a hurry and would rather whine and bitch and have somebody do stuff for them than actually take responsibility into their own hands. #5 was a big one.