To them, a few wrong clicks can lead to a repair bill they weren't planning on paying. I think sometimes we as techs (or the tech savy) take for granted how intimidating computers are to those who aren't entirely sure of what they're doing.
I agree the upgrade is easy to do, but then again, I think most of what I do for my job is easy to do. (I'm having flashbacks to an on-site service that started with "help-me-organize-my-Outlook" to What-do-you-mean-you-can't-make-Solitaire-play-itself-by-pressing-one-button-why-should-I-pay-you.) I'm also going to be 100% honest and say I don't really want to sit down and walk him through creation of an Apple ID/iTunes account because that's not my job and those sorts of things always snowball into huge ordeals. Given this, I think a free version rather than the $15 version might be the best shot, but I'll call and ask the customer before I give it back. Whether or not they actually know how to use iMovie isn't really my place.
The customer was confused by the app store and did not know how to navigate to the search bar in order to look for iMovie.
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