I dealt wit a guy at work yesterday whose session on the computerprogram had timed out. He got really frustrated. I told him that it wasn't a big deal and that he only needed to open a new session (a one-click action). He practically yelled at me that it happened because he put the wrong number in the field. I stated calmly that the actual message said "Your session has timed out. Please restart." AAAAAAND he remained convinced that it was his bad typing.
There is no changing some people's beliefs. Good for you on staying patient.