I also work in support and you have the same style of user I have to deal with.
We call them PEBKAC (Problem Exists Between Keyboard And Chair), a nicer way to say CUN-T (Computer User Non-Technical).
Printscreen is the only way...
Chris (formerly R@nSiD)
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When the power of love overcomes the love of power the world will truely know peace - Jimmy Hendrix
Winner SM VFX Challenge 1
3rd Place SM SteamPunk Challenge (May 2007)