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For a customer that just doesn't get it, I don't see why the dishwasher/vacuum cleaner analogy is bad as long as it's delivered nicely.

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I doubt the customer failed to understand that the customer support rep thought that the issue wasn't their fault; the customer was getting angry because they thought the rep was wrong.

Analogies don't convince and are often seen as condescending or evasive: "I asked for help, and I get word games"

Ahh, see, I was under the impression that the customer was failing to understand. If they think the rep is wrong then that's a whole other problem. If that's the case then you're right, it does come off as condescending.

I'm not sure of the best way to convince a customer (who is wrong) that is questioning the rep's expertise. Provide more data and explain differently, I guess.

I think part of the reason it's bad is that the customer still won't get why you won't get them.

It's also bad because the solution was actually pretty straight forward send them the support docs (or the support contact) for their website. At least then you're pointing them in the right direction.

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