Not sure that support was right to tell a customer to use a different computer, but they presumably had their reasons.
The main issue is that as you say, all computers are different, and it can easily be very difficult to diagnose the problems remotely, especially as fixing people's computers is not our business. Without doubt Dell, Apple or HP would do a better job at this than do we, but this is what they do.
What we do is to make things for guitars and musicians. We'll certainly do our best to help people with their computer problems, but there are going to be limits to the success we can achieve. Sorry.