You've obviously never attempted to get a Windows product working for someone whose previous experience with a computer is limited to "Solitaire".
I've done work with this ISP, and I can tell you it's nearly the most frustrating experience I've had in my life -- Windows has bizzare conflicts with software eating other software, ports getting set up wrong, and just general nastiness. Even the slickest software needs helpline time - for whatever reason.
I have been doing help desk related work for nearly 10 years and in my experience 'user friendly' is something you see on ads and never in the software. I have yet to see a piece of software that is useful and actually solves a problem or does a job that doesn't also require an investment by the help desk. It simply ain't that easy.