At Logon-heads

(I work on the IT department of a medium-sized company. Sometimes we have issues that require me to log on to a computer, using my admin account, to reinstall software. I have an incident in which I’m certain this is needed, but the user is still logged on. I call him to ask him when he can log off.)

Me: “Good morning. This is [My Name]. I would like to fix the incident you reported but I need you to log off for about 20 minutes. When can I do this?”

User: “I don’t have time to log off for 20 minutes!”

Me: “Ah, I see. Can you log off when you leave to go home so I can do it tomorrow morning?”

User: “That means I have to re-log on tomorrow morning. That takes too long.”

Me: “During your break, then?”

User: “So I have to re-log on after my lunch? No, it takes too long to re-log on. Why can’t you just fix my issue?”

Me: “I might be able to give you a new PC, but that would probably take a few days since I have no computers in stock and have to wait till one comes back.”

User: “If you give me a new PC I will lose all my settings. That will take too long.”

Me: “Well, I have tried everything in my power and cannot help you. I will close the ticket.”

User: “HUH? Why would you close the ticket? I still have the issue!”