The initial misunderstanding of the user doesn't sound that unreasonable tbh. A magic cure-all is sold to them probably using marketing guff and techno babble; users are not always going to understand all constraints and limitations.
The long journey through support is not a ringing endorsement of it.
This sounds more like a failure of tech and trainers, and not a moronic user.
Expecting the cloud to be fixed is more of a stretch.