When to give in on telephone tech support

When to give in on telephone tech support to friends and family (FF=Family Friend)

FF: [in a nutshell, I want to install Windows Messenger and get my webcam working]
Me: Okay, can you go to Google?
FF: I don't have Google, I have BT
Me: I'll be round tomorrow.

[EDIT] Same FF phoned a few days after my visit to tell me that the keyboard was not working properly since he spilt a glass of unspecified liquid on it and wanted to know if there was anything I could do over the phone. Laptop is currently with HP.