Why do they need help?
First they choose to buy a system that is used by only a small percentage of users because they think it makes them "special'" and one of the wise, tech-savvy elite because the ads and other apple fans say so. Then they expect their company to provide special support for their needs?
They shouldn't need support since the machines are so intuitive, easy to use, do everything imaginible and never have any problems. And, they made a choice, so why not let them figure it out themselves, on their own time?
A relative complained to me that she had to continue living with her folks because she had no money for rent. Not only had she just returned from a (voluntary) trip to Europe, but she'd just wasted nearly $2k on a Macbook pro. No doubt so she can post facebook pics and comments. I expect she'll be living with her folks into her 30's and beyond, and in the event she finds a job, will bring her overpriced laptop to work and expect support from the company.
