ANSWERS: 1
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They probably don't want to spend a lot of time looking through some technical, hard to understand manual. They probably hope that there's a real person somewhere out there that can explain the problem in simpler terms. A lot of times, it's more helpful to have someone else explain how to do something instead of interpreting it all by yourself. Most of the time, no one else knows either, but there are those occasions when someone actually can help.
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