And those legitimate questions can be answered elsewhere. The elderly person wanting to chat is looking for an excuse so to do. They take one issue that justifies calling customer support and then once they have someone on the line throw in every other little detail. Younger people, who don't like talking to customer support, seek to limit their call to as narrow an issue as possible. Elderly callers enjoy expanding things. Whether they will admit so or not, what they really want is to keep the conversation going as long as possible.
In my experience, there are elderly people who don't particularly like to read documentation (if they can even find it) or use the Internet. It would make sense that they expect to learn things by talking to people, and try to get all their questions answered while they have someone on the line.
(But I didn't listen to the phone calls, so what do I know?)
That's where I make a few dollars. I'll do any computer work for my neighbors, no matter how small, for a minimum flat rate if it's one hour or less. Its commonly only a few minutes of work, but the (usually elderly) neighbor also wants to talk, and I'm paid for one hour, so sure, I talk. Win-win.
