You have no idea how many times I had to troubleshoot a computer not being plugged in the wall. Or having to say "no sir, that would be a right mouse click. not a left one".
Your first e-mail will often be replied to has if you were 3 years old. Because they can`t base their answers on the fact that they think anyone is intelligent enough to know how to work an equipment.
That said, 3-4 e-mails later being answer the same way is indeed very stupid of their part.