I don’t mean to put them on the stage, but these are good stuff:

I can definitely relate to both situation. Like Elena’s husband, I have a tough time being more assertive on the phone with customer service rep, so I generally prefer email contacts, phoning only for emergency situations. I can also relate to Shelley’s frustration. I draw the line at extending computer help to my immediate extended family. If you’re my uncle’s cousin’s daughter, you’re out of luck.