Playing devil’s advocate as they say, if the same answer is given and it does not answer the question, what good is it.  It would be like a blind person asking for directions and the sighted person just says, “Over there!”  Makes no difference how many times that sighted person says, “Over there” The blind person will not understand the directions. What’s involved, the person asking the question to be specific in what they want, then listening to the response and the person giving the answer has to be listening to the question in the first place not just rabbiting on with some scripted answer.  I have talked to such people so am not making that analysis up.  Communication goes both ways.  If a person brought in their computer or phoned into a help line and the person at the other end asked what the problem was, then got the response, “It does not work.” That is far too vague and it is up to the person asking to draw the person out.