You just can't make this shit up.
"Thank you for calling the Undisclosed Customer Service Center� my name is blah blah blah..."
"Ya, I was working with a tech and he wanted me to format my hard drive and call back when I was ready to do a clean install."
I get the case number and am about to transfer when, just for shits and giggles, I ask, "And you have the windows disk?"
"No, I don't have a disk, is that a problem?"
No, of course not, we are magic.