Model Customer

I was taking a chat for a big name cell phone carrier, and got a chat from a customer who wanted information on how his phone worked. I said no problem, what kind of phone do you have? After a few minutes of silence the customer replied with I don't know. Can you look it up for me? I was so confused, how do you, one, not know what kind of phone you bought, and two, have questions on how your phone works if you don't even know what the phone is? I was able to look up that info, and answered his basic questions. I suspect it won't be the last time he chats in.