Bah!
I had one quite like that, but with the surreality knob twisted up to 11.
I had inherited the trouble ticket system from a consultant who abruptly quit, and was told "get rid of all these old tickets!" by my boss, so I started to reach out.
I called my first (and as it happened, last customer), whose ticket was almost seven months old.
"You've taken your own sweet time getting back to me!" said the customer.
I explained that on the contrary, I had started work on the ticket backlog only that day and he was my first call.
"Well this ticket was URGENT!" he said in aggrieved tones.
I opined that it couldn't have been that urgent since the ticket had lain fallow for half a year with no attempt to escalate by the requestor.
"I'll transfer you to the user with the actual problem" the nice man said. I never found out who he was so I could enact vengeance for the alternate universe experience he dropped me into.
Me: "Hello. Can you tell me what the issue is you are experiencing?"
Urgent Problem Sufferer: "No. My terminal's not working"
Me: OK, let's see if we can figure out why. Are you sitting by the terminal now?"
Urgent Problem Sufferer: "Yes".
Me: "OK, what do you see?"
Urgent Problem Sufferer: "I don't know."
Me: Are you sitting in front of the terminal?"
Urgent Problem Sufferer: "Yes."
Me: "Can you see a menu?"
Urgent Problem Sufferer: "I don't know."
Me: "You can see the screen?"
Urgent Problem Sufferer: "Yes."
Me: "Is there a menu of options displayed on it?"
Urgent Problem Sufferer: "I don't know."
Me: "Is the terminal switched on?"
Urgent Problem Sufferer: "I don't know."
Me: Can you see a green light under the screen?"
Urgent Problem Sufferer: "I don't know."
Me: "But you can see the screen itself?"
Urgent Problem Sufferer: "Yes."
Me: "You are sitting in front of the terminal?"
Urgent Problem Sufferer: "Yes."
Me: "But you can't see the power light?"
Urgent Problem Sufferer: "I don't know."
A light belatedly dawned.
Me: "I'll have to do some more checking at this end and get back to you."
I hung up and closed the ticket. To this day I have no f***ing idea what that was about.
Note: You may have read that story on The Shark Tank, where it was roundly dismissed as made-up by the commentards. I posted that story, and I swear it is true. No, I cannot tell you what the fsck it was about.