SkyNTP , 9 months ago

“the hot water isn’t working” could be understood to mean “the water in the hot water tap is not hot”, but it could also be understood to mean “the water is not flowing out of the hot water tap”.

The picture helps clarify the original statement. OP, this interaction is not nearly as bizarre as you make it out to be. It’s pretty typical of virtually all support requests. It’s incredibly common, when asking for support, that the requester assumes information is obvious when it is in fact not.