Former email support manager here. People seeking technical support often resist redirection once they've been assured, through direct contact, that they have

Former email support manager here. People seeking technical support often resist redirection once they've been assured, through direct contact, that they have the attention of someone knowledgeable. To put it plainly: your solution doesn't work. Our team was responsible for the tech support for a very generically named Usenet service. Very often, people looking for the .com version of our .net service would email us continually looking for a resolution to something or other. No amount of explanations deterred them and we often had to stop responding.