What causes people to ask for help with something and say that "it doesn't work?" I'd assume, perhaps incorrectly, that people don't call up their mechanic and say "my car doesn't work"; they tell the mechanic that there's a knocking sound from the engine, or it doesn't start when it's hot outside, or the brakes are grinding, or whatever. They don't call up the doctor and say "help me"; they say "I've got a stomachache," or "I think I broke my foot." What makes people think that it's any different to ask for technical support and include nothing in their text besides the three words "it doesn't work?" This completely baffles me.
Maybe I'm wrong, and people regularly do expect mechanics to have magic powers that allow them to diagnose problems without actually seeing the car.
Maybe computers are such a mystery to these people that they don't realize that there are a million things that could go wrong with something, and that simply saying "it doesn't work" is utterly unhelpful.
This is one of the great mysteries of life for me.