"how do I CUT AND PASTE?" (actual log)

I do chat/phone support for a local ISP/cable company. Here's an actual conversation with someone who got very upset when I tried to get clarification...

. [19:32:11] Me: Thank you for contacting (company removed), my name is Me, and I will be assisting you today, how may I help you?

[19:44:40] Customer: I use (company removed) webmail and I have a contact that continually sends forwarded e-mail addresses which cannot be highlighted and cut.I cannot forward her e-mails because other contacts get upset.Please don't tell me to delete because that wipes out the whole message.Besides,all those names and addresses are open to spammers.With (company removed)'s high tech. it would seem to me that (company removed) could provide a method to highlight and cut for webmail just as other e-mail providers do IE: Outlook Express.I like webmail but the inability to highlight and cut is frustrating

[19:45:30] Me: I can certainly take a look at this with you. Just so I understand what exactly the issue is, are you accessing your e-mail through webmail.(company removed).com?

[19:45:35] Customer: Thank You hewrote [at] hisemail . com

[19:48:11] Customer: A stupid question ! I've already said that

[19:49:02] Me: Thank you, just wanted to clarify. So which e-mail addresses are you trying to highlight within the forwarded message?

[19:54:50] Customer: One person in particular constantly sends e-mails with up to 6 forwards.But there is more than one.ALL I WANT TO DO IS TO BE ABLE TO HIGHLIGHT AND CUT.All other email providers do that.hotmail,aol,and a host of others.

[19:55:39] Me: I can understand your frustration, I am trying to get a clearer picture of what you are trying to do so I can better assist you.

[19:56:44] Me: Where is it that you are trying to highlight the e-mails? Is it in the body of the e-mail?

[19:57:10] Customer: My God,if I haven't made myself clear by now,I give up!

[19:58:40] Me: Well there are a number of places where you could potentially highlight an e-mail address, in the message list, in the body of the e-mail, in the heading of the e-mail, in the body of a message you are composing, in the To box of a message you are sending, and so forth.

[19:59:12] Me: I would be happy to walk you through what you need to do, but I want to make sure I understand fully what you are trying to do.

[19:59:37] Me: I am trying on our webmail here, and am having no issues highlighting and copying e-mails, but it may be that I am looking at a different part of the e-mail that you are.

[20:00:28] Me: If you would be willing to continue to work with me by answering a few questions, we can figure this out together.

[20:06:51] Customer: I get an e-mail.I click on the incoming e-mail.In order to get to the crux of the message I have to scroll down.scrolling down produces a long list of forwards that the sender has received before me.In othe e-mail providers ,as stated it is as simple as hightlighting those forwarde addresses and CUT.Simple as that

[20:12:35] Me: Are you trying to forward the e-mail to someone else and delete the previous recipient addresses so that person receiving your forward doesn't see them?

[20:16:03] Customer: That would work.I think

[20:16:59] Me: So when you are simply reading an e-mail, there is no way to cut text only copy it. If you click on the Forward button of the e-mail, it starts a draft of a new message. In the body of the e-mail you can scroll down and delete text from there.

[20:17:57] Customer: I give up.

[20:18:17] Customer: Adious

[20:19:24] Me: If you are still having difficulty, I would maybe suggest having a friend or family member that is more familiar with computers help you with this in person. Or it may even be easier to give us a call at 1-111-111-1111 to speak with an agent over the phone as it is difficult to communicate what you are seeing.

[20:20:46] Customer: Highlight and cut.Thats difficult?

[20:21:04] Customer has left the session.

[20:21:04] Additional comments will be added to the log, but will not be seen by the customer.

edit- formatting