On a related note, i finally found the words to describe my irritation with situations like this. The problem is that absolutely no one in that company has any responsibility to help him on an individual basis, as long as the average numbers are good enough.
It's even worse when the person(s) screwing with you are people in the IT department of your own employer. The bigger the company, the worse it tends to be (though my current employer is frikkin' huge, and I've seen waaaay worse IT departments, so it's not a perfect correlation).
"No, you're not supposed to open high priority tickets, because if we don't respond to those within two hours it makes our metrics look bad!"
"We can't figure out why your e-mail hasn't worked for a week, so we're closing the ticket. If it still isn't working please open another one." (Of course it still isn't working, you haven't fixed anything you morons!)
"Yes, our front-line phone support person is deaf. But she's using a speech-to-text app so what's the issue?" (And here we all thought she was drinking on the job because her speech was always slurred and she could never understand anything anyone said!)
"Oh, when you said you wanted off-site backups of this data, you meant somewhere at another location... not just a server in a different rack in your server room?"
^ Real incidents from previous places I've worked. I could go on and on.
If you just assume up front that a substantial percentage of people you'll need to deal with in daily life will be idiots, your stress level will be much lower. When things go well you'll be pleasantly surprised... and when things go badly, you won't be (too) disappointed. It's a matter of effectively managing your own expectations...