It gets better than that!
Customer sends in a ticket with: "Help, my Trainz won't start"
Helpdesk: "Have you tried...______________" (fill in the blank)
Customer: "My Trainz won't start", (completely ignores helpdesk offer for help).
The customer then ignores the answers and the emails back and forth from the helpdesk. After a couple of weeks, the ticket is closed.
Customer then complains in the forum that no one on the helpdesk will do anything, won't respond to tickets, etc.
John