been there, done that. I've got loads of patience with people that are vague -- due to 10+ years of working in IT Support on the phone. Yeah the end users typically have no clue as to what's going on so you learn to dig and ask the right questions. "ok, yeah so your desk is vibrating? hmmm.. do you know when it happens... " etc. (true story too.. lady called b/c of periodic vibrating desk. come to find out she had placed her cell phone in her desk drawer and forgot about it. it was going off periodically as people were trying to call her) So yeah. I understand what you mean.