I'm surprised you are getting so many upvotes, as I feel this is a common issue in tech support today:

arrogant tech support experts, who do not take the time to at least listen to the users, and automatically assume their users are unintelligent (because they don't have a talent for computers).

The same issue sometimes occurs in the field of car mechanics, and medicine.

Just because a user doesn't know how to repair the damage they caused to their system, does NOT always necessarily mean that are not fully aware of what caused it.

At the very least you should be open to listening to the users explain their issue and suspicions, as an initial starting point.

And in fact I've had a couple of incidents with users who know very little about computers who said, "I think it was XYZ that caused. Maybe we should do ABC to fix it, but I don't know ABC, so that's why I brought it to you."

But of course, I said, "No no, I don't think that's the problem. I've got some other ideas."

And then a few hours later, low and behold... wouldn't you know, I would have to sheepishly tell them: "Umm... ya... so you turned out to be correct! The solution really was ABC! I won't of course charge you for the hours I was trying to solve it the wrong way!"

Such incidents are of course rare... and yes, often the user is mistaken.

But I think being open to listening to users, and not always viewing the users from an arrogant God-like-above-them-perspective is important in connecting with, and helping users.

At the very least, many users will be more willing to retain, or go to a tech support person who they know is a bit less talented, but listens more, then another tech support expert who exudes arrogant and annoyed vibes to the max.

Essentially, some users get to know their computer intimately, working on it countless hours per day. And then they do something different with it, and all heck breaks loose. And they just know their machine: they can often sense what it is they did to break it.

But again not always...