It wouldn’t be the first time a technology expert lacked empathy for a customer, or made bad assumptions about what would be fast and easy for the customer to do on his own — especially when deciding to perform an easy, predictable, cure-all “restore”.2
And the iPad wasn’t the first personal computer, nor will it be the last, that we all proclaimed to be finally easy enough for everyone to use. Sure, it’s easy to use when everything’s working and time stands still, but that’s about as useful as when a developer says, “It worked on my machine.”
We, all of us in technology, can do better than this. And we have a long way to go.
[Yeah. lots of truth here, and not just for grandparents. Context is king, and most people have none.]