My personal experience has shown me that the average person calling a support hotline has just enough computer experience to move the mouse and type web addresses into the google search bar instead of the address bar of their browser. you definitely wont get a cohesive description of their issue out of them, and they wont be able to tell you what OS they are using. (i got answers like "Microsoft", "HP" or "Internet Explorer" when asking)
There is no way in hell to guide them so you get specific error messages or fix the issue with them instructing them over the phone when their OS can look and feel a thousand ways and you can't see their screen.
I personally don't have an issue with researching why something doesn't work, but i know about the importance of error messages and how they relate to the used software. But there is no way to guide someone like the described callers through that process when differentiating between the left and the right mouse button is already difficult.
to be fair, most of those "backups" are played once, if they suck they get thrown off instantly and if they are good they stay until the price point in the store doesn't pain me anymore. so it's really just a temporally displaced backup, you are right :-)