The real fun is when you can't watch what their doing because its over the phone, so you just have to hope they are doing it right. I used to hit them with the "Let's try this; hold down the power button for exactly 30 seconds, then turn it back on." Worked every time, but I did once have a guy ask me why that worked, and I didn't want to call him an idiot so I made up some BS about it being a way to "flush the power from the system" and he bought it.
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This is why it is not at all unreasonable to envision future IT people as basically being Comstar or the Mechanicus. People already think we do magic, just wait a hundred years and we can convince them of anything.