I must admit I'd had the same thought.
At first I thought 'Harry' might be remote from the Team Leaders location, however (and this may have been glossed over to aid the narrative, but) that later he was able to go to the team leaders desk so easily indicates they were on the same site.
Sorry, but isn't this just basic customer service? If you can't replicate the issue, surely you go and visit the user who can, or, as the previous commenter says, get them to screen grab it for you. Yes, the team leader is clearly an idiot, but Harry could have closed out the situation far more quickly and without all the shouting.