Suckerfish on the Side of Your Whale

Telling a tech support worker that "I'm not familiar with computers" makes zero difference at best. At worst, it tells me that you're planning on using your self-declared ignorance as an excuse. And although I realize this isn't necessarily intuitive for most people, your computer skill doesn't matter very much to us. As long as you're familiar with very basic computer usage, you should be fine.

What's odd is when people use their lack of experience on a computer as an excuse for stupidity. Take MrCautious today.

MrCautious: "Yeah, why's my account inactive?"
Me: "Well sir, that appears to be because when the billing was attempted on Monday, the transaction was returned with insufficient funds."
MrCautious: "Well I didn't know the billing would go through on Monday!"
Me: "The exact billing amounts and dates are explained on the web page you went through to activate your account last week."
MrCautious: "I didn't read those! I'm not familiar with computers!"
Me: "Uh, sir, those pages don't have anything to do with your familiarity with computers. They explain when the billing will happen, how much it will come to, and then they show you the terms of use. You don't need to know anything about computers to read them."
MrCautious: "Well I didn't read them because I don't know much about computers. I just clicked continue, continue, I agree, continue."

Yeah, good job. Somehow, in your view, inexperience with computers justifies your lack of willingness to read. I might be able to excuse it if the billing dates, for example, were halfway down a screen full of tiny print, but they're in large, bold letters surrounded by a vivid red box, directly below the page header. Even at 640x480 resolution, the box is still visible.

MrCautious: "I didn't know the billing was going through on Monday so I don't think I should have to pay this NSF charge and I want to speak to your manager!"

I'm sorry, I don't know how to transfer you. I'm not familiar with computers.