More like:

Use reports lightbulb is broken. Support spends an hour talking user through diagnostic tests. Determines that the lightbulb in question is a houseplant.

User can not find switch. Guided to switch, user said switch operation is too complicated and refused further troubleshooting. Escalated.

I wish users would report their problem istead of what they think is the solution. It's more like: Hey support, I need a floorplan of the building containing positions of all electrical wiring. High priority, department is at a complete stop rn!