I work as tier two technical support. This means I often get upset or angry customers who have impossible requests. A common impossible request is for a repair method we don't have. Now, I've worked supporting these items for nearly 2 and a half years, as a tier two for about 9 months, and in all that time, the repair methods have not changed. The prices have slightly, but the methods themselves have stayed basically the same.
Not only are these the only methods we have, there is literally no one who can do anything different for any of these methods. I explain this to customers.
Customers are not special snowflakes for asking for different methods. They become special snowflakes when they threaten to sue our company because they don't like our repair options, which are the ones stated in the warranty. They are special snowflakes when they personally attack me for these policies.
Most of my customers are awesome, but the few that aren't could fill a book of special snowflakes. I'd have more stories, but most of them would give away who I work for.