I know how to fix it!

[Methical]

I don't like giving diagnostics over the phone either. In my experiences, the 'client' is saying one thing, and really the computer is doing something else because they don't understand what the computer is doing, and you don't understand what the 'client' is telling you, even after you've played '20 Questions' with them. I prefer a visual experience, get them to SHOW me the problem so I can start the troubleshooting process...