If I remember correctly the first line support asked “Did you turn on the power of the computer?” after he/she had read all the repro-steps for the bug.

I remember that we encountered a similar thing when we were dealing with Compuware and their product QA Director.
One bug we reported (amongst several) was a serious crash that made the application unusable, we could not list the test scripts. We also managed to diagnose the underlying error: Two test scripts had received the same GUID i.e., the test scripts were no longer unique. I am not really sure, but I think that we had some clues on why this had happened (repro steps), but we were afraid of trying out too much on our production system. So we reported this bug to Compuware, including the SQL-scripts that listed the two erroneous test scripts, screenshots and error logs, etc.
After we had penetrated the first and second lines of support we finally got to talk to someone from the development team that, at least in our belief, knew something about the system. His respond was (something like):
“That is impossible. You know two test scripts cannot get the same guid; that would break the application.” (sic!)

Btw, he did not use the exact phrase above… I tried to translate it the best I could from Swedish to English. I tried to bring the essense of what he said, but I could easily have written your statement directly. Considering that he rolled his eyes, looked away from me quite quickly, had a certain tone in his voice etc.