So, I bought my sister a 21.5" iMac as a gift for all the time she spent looking after my elderly Mum before she passed away. Yesterday, I was giving her a basic tutorial and stumbled across an issue with the app store not wanting to update the bundled software. I searched many forums yet none of the suggested solutions worked .... I rang Apple and the agent (who I was slightly struggling to understand because of her strong Eastern European accent) gets me to do a restart, then suggests a 'repair disk permissions'. So I do this (almost knowing it wouldn't work) but still no joy. The conversation then goes something like this: Me: "no, I'm still getting the same message" Agent: "OK, see in the left hand side of the window, where it says Macintosh HD"? Me: "yep - got that" Agent: "I need you to remove this and place it in a bowl" Me: "erm, sorry"? Agent: "yes, then put the bowl in the microwave for a few minutes and let it defrost" Me: "sorry, what on earth are you talking about"? Agent: "maybe there is some ice, it needs to go in a bowl" The line then immediately goes dead as the agent hangs up, I'm left staring at the phone in mild disbelief and doubting my own sanity .... WTF, out of her depth maybe .... agent meltdown?