How?

Today I had slight computer problem. A certain process I have done many times in the past but it has been years since that same problem has came up, so simply, I forgot how to handle it. I wrote the company for guidance or suggestions. I got a notew back blinking from a technician that said something like “give me a minute.” About 90 minutes later I got a note, sort of like a routing slip, that listed 8 other technicians. It was handed off to one after another 8 times. But no one had any suggestions. They just handed it off to each other until they ran out of technicians. Then about a minute later I got another message from the company saying, “HOW DID WE DO?”