Re: 12.04 is horrible
Old users seem to be frustrated that Unity is not what they are used to. New users generally like Unity as they judge it on its merits rather than 'This isnt Gnome so I hate it!'. I'm not talking about computer illiterate people either.
I try to treat the cause, not the symptom. I avoid the terminal in instructions, unless it's easier or necessary. My instructions will work within the Ubuntu system, instead of breaking or subverting it. Those are the three guarantees to the helpee.