Many time's its because we would only provide support in English. They could just put it through google translate and get the gist of it, but wont...

the fucked up thing is that, in my 6+ years of working at this specific job, I have found that the foreign language clients who reach out are NEVER as fucking helpless as the people from English speaking countries (I'm primarily talking about the US/UK/Australia). We actually run shit through Google Translate in the event someone writes in in like Swedish or Japanese & send our replies back translated; so I'd completely understand if someone wrote back in with like a "こんにちは。説明が理解できません。翻訳が間違っていると思います。ビデオを送ってもらえますか?" (Hi I can't understand those instructions I think they were translated wrong can you send a video?)

But no, this will be people who are native English speakers and they will fucking lose their shit if they get a succinct email back that puts each individual step into bullet points. "I DON'T LIKE READING EMAILS IT IS TOO HARD TO FOLLOW ALONG PLEASE SEND A VIDEO OR CAN WE SET UP A ZOOM SCREEN SHARING SESSION??" to which I reply no.