I recently helped deliver a project allowing the public to access (insurance) documentation online via a portal (create an account, login, view documents as PDF), you get the idea.
Anyway, I just asked the PM (Project Manager, not Prime Minister) how is was going. He started to chuckle and said "I've gotta tell you this...".
Customer calls into the contact/call centre and says she's created her account and can view her documents, but is having difficulty printing them. She's pressing the 'Print' button, but nothing appears to be happening.
So the agent talks her through the process (to gain an understanding of the issue) login - open document - click 'Print' etc. Nothing.
"Is your printer switched on and online"?
"I haven't got a printer".