Ok, I was the client on this one, but it's classic:
My ipod wasn't working so I called apple help. Computer help desks love talking to me cos I've already done almost all the trouble shooting they suggest
So after we run through some options apple help desk actually says:
"Your issue is beyond the scope of our training/experience, but it sounds like you know what you're doing, I'm sure you'll figure it out"
me: !!! dumbfounded.
months and several reformats later, the problem has disappeared...