PBCAK sounds too much like user-error to me:
"See, what i really wanted was this, but I ended up doing that -what i do not want- by mistake/thick fingers/etc.",
along with the famous 1st-line helpdesk solution: replace user.
I'm a 2nd line person myself, I can/must correct mistakes made by 1st line..., establish whether it is a reproducable error and try to offer a new solution, decide it is a data error or decide it is a program error. In the last case 3rd line support comes into action.
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