[sonicanatidae]

My fav was a Dell Tier 1 insisting that he could not process an RMA without me gathering info from the BIOS screen on a laptop THAT WOULD NOT POWER ON.

It only took me explaining it 3 times, then telling him to "get a fucking person on the phone that understands tech", which he did and it was processed in minutes.

There's poor training, then there's just plain stupid.

Clarification: I'd given him the Service Tag, so he knew what device it was. He was insisting that I run the diagnostics and report the results, which is even dumber, in the end.