Mike I have no idea of the experience level of the people who had tried to fix this problem before the home owner called you, but we must keep an open mind that there are many out here doing electrical work without much experience, as you found out many of us still guessed the correct answer even without pertinent information, in the past 15-20 years I have found that many of the younger generation does not have the motivation or willingness to learn the trade as we have, to them in most cases it's just another pay check, I call them time clock punchers, the day of career electricians is going fast it seems, today most only want to learn just enough to get by, if they know that the red wire goes here, the white goes here, and the black lands here then they feel that's all they need, have a problem happen and its throw the hands in the air and have some one else fix it, I can understand the frustration when we come upon a problem that a few others have tried to fix only to find that it was so simple to us we can't understand how they can be in this industry, but when the labor force is what it is then many of these company's don't have much choice but to hire them and only hope that they will become more interested and want to learn the craft to it's fullest, but as we see this is not whats happening, it seems the motivation is not there any more.
As a supervisor of a small electrical contractor company (my last life before I woke up working in a steel mill):blink: I had sent many away who wanted a job but didn't have the first clue about electrical, the sad thing was this had to change because more and more we were finding that it was getting harder finding good quality electricians and we found ourself having to try to train them OJT, but it didn't always work out as they would only go as far as they thought they needed, we would always never put them on there own, until they were ready, even then they would be closely watched.
I just hope some how we can turn this around, the world has changed around us is all I can say.