Technical Support for Macs

If you do not know by now, our computer company is the "IT Department" for hire - local businesses outsource their computer department needs to us, so we deal with everything technical and that of course include Mac computers. The easy thing about technical support for Mac computers is a Mac user has so much pride in using a Mac. Macs are flawless, never crash, have a superior design, and a superior user interface. That is a rough version of the Mantra I hear when a Mac user sees me using a PC. That is what makes supporting Macs so easy - they do tend to be more stable and with this great interface the end users need less help. It also explains my surprise form this support phone call I had the other day:
End User: "I am having an email problem with my Mac."
Me: "OK, what happens?"
End User: "My Mac crashes whenever I open this specific attachment."
Me (Surprised): "Your Mac Crashes?.... Do you mean your email program freezes or the the computer itself is completely frozen... locked up?"
End User: "No not just the email program. the whole thing crashes."
Me (Surprised still): "Your Mac Crashes, and you are admitting it?!?"
OK, maybe I embellished the conversation a little but I had yet to meet a Mac user that would admit to any instability on their computer. Of course now, I am struggling to fix the problem. How do I get advice on a problem that no one believes? Not even myself.