I had the responsibility of being the IT person for my unit while we were activated. I've never been more frustrated with a help desk than when I had to call Dell for a replacement part for a computer.

Me: I need a replacement #......... for service tag #.......

Help line: How do you know that's what you need (launching into a looooong discussion of what the machine is doing)

Help Line: Well, according to my script here, you're supposed to:

Me: Already done, here's the part I need

back and forth for 30 minutes, finally requested another employee, 5 minutes later they were shipping me a new hard drive, which is what I asked for when I originally called. 45 minutes of arguing for something that should have taken 5 minutes.