Well don't they (shouldn't they), then, maybe have a separate set-up procedure for those with Macs? Just seems like it's something easily fixable/avoidable.
"If you're on Windows, do this...
If you're on a Mac, then..."
And how could they not realize it if people are calling in and asking for help with it? It should register, at some point, "hey, we've got a bit of an issue here with quite a few customers; we should probably address it in some way before next year."
This reminds me of my going-in-circles with Earthlink back in about 2000-2001 when I first got DSL through them. What an ordeal...nobody there knew anything, offered no help unless prodded, blamed everything on Pacific Bell, the local Carlsbad telephone lines, Apple, the iMac itself, weather, the apartment complex I was in, etc. After about 42 calls, I
finally got it all straightened out...