I used to work in a tech shop. Old lady brings her laptop in claiming viruses broke her Gmail. I do the diagnostic, it's relatively clean with a bit of browser adware and tracking cookies. I call her and let her know there was nothing wrong with her Gmail and that it's good to go (she approved a tune up). She comes in and gets it. She calls later saying Gmail is still broken. I invite her to bring it in so we can have a look together (knowing for sure she was the problem). So we open up Gmail together and she shows me what she's doing. She's clicking on the sender and getting the contact card instead of the email opening. I show her how to actually open the email. She doesn't understand. I spend twenty more minutes explaining how to open an email. And this is the wk13 kicker, she waits until after twenty minutes to ask what "click" means. I was so done. That lady was too old to be using a computer.