These audio files came to me by way of an ex-Apple employee who had worked tech support. This person did not personally take any of these calls, but I trusted the source enough to know they were real. I know these are just eighteen calls out of millions that Apple Tech Support has handled over the years; but even as such a small sampling it serves as a reminder that not everyone out there is as comfortable with computers as us geeks. It has always been a struggle for me to get my co-workers to picture their parents, rather than an ideal user, when trying to design features and user flow.
There are 18 different sound clips here, so be sure to page through the "Previous entries" via the link at the bottom of the pages.