I was half the asshole once. I was working a Network Operations Center helpdesk for a while, and one of our field techs called in (after hours on a weekend) saying his laptop is busted. Now, I was no rookie, I'd been building my own computers for a decade, but this was one of our top field technicians, so I dutifully created the ticket. When he typed, it just printed garbage on the screen. He went online, found his motherboard, and found a post discussing the same problem, which turned out to be a KB9 keyboard chipset error. The laptop needed to be replaced immediately for an important job tomorrow.

I called the on-call manager and conferenced him in. After 10 seconds of the tech explaining, the manager asked if he checked NumLock. It was fixed. Scariest words I ever heard: "Gentlemen, we will discuss this on Monday morning. *click*"