OK, I guess my weirdest Help desk saga is the one where I had a question about a discrepancy in production dates they had posted on-line. I stupidly phoned the Help Desk to ask for a clarification since I had received many phone calls about this...and about half an hour later the ticket came to me. I should have known better!
People like this are also rated based on how many complaints that they receive... but as this guy never appears to have said his name... and most managers lack any real form of critical thinking then some poor innocent guy that actually HELPS people on the phone will get the blame instead.
your comment makes many unjustifiable assumptions. What if this is the tech support for the data center in Transylbonia that handles the companies e-mails? What is there is a company policy that certain hardware failures need to be processed with the technical department of the supplier... etc.