I've had more than my fair share of support calls where remote access wasn't available and the end user was a numpty. At my old company we used to give an insane amount of phone assistance for issues, and usually for people with limited IT experience... quite a few times I would spend more than an hour on the phone to get something very basic done. I agree it's not easy, which is why having different defaults in the same programs depending on how much you paid is a bad idea. With consistent defaults you can respond "honestly... that menu item really is on the screen in front of you. It's the third item down in the menu" instead of saying "oh, it's not there? Perhaps you are running the Student version of Office. Let's check. Open the Start Menu, click All Programs, go to Microsoft Office and check if Access is there. If it is not then you're right, that item may not be there. It's actually hidden away because Microsoft didn't think you would need that. To get it back let's right-click the toolbar, choose Customize, now go to the second tab..."
If you have a numpty end-user you've just added 15 minutes to your support call. And chances are that it really was there in front of them (something like 2% of people ever change default settings, and the ones that do aren't likely to be the ones calling tech support), but because of the different defaults you had to waste that time checking instead of telling them to look harder.
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