If they are insistent about not looking for anything themselves and you have a good knowledgebase/FAQ its best to set boundaries or just send them the link to where they can find their answer with soemthing along the lines of "try this and if you still have problems contact us". I know alot of times knowledgebases are hard to navigate or not written in a very user friendly tone if you're a complete newbie so they may be hesitant to try things and mess it up from their side.