He should have used the Level 1 Help desk

Of course, Bill Gates does not get the service he deserves even 5 years later.(Actually to be more precise 5 years, 5 months, 8 days later).

If he had called the help desk like the process says, the ticket would have been logged and escalated and resolved years ago.

Come now, Bill - don't you know trying to pull rank and sending emails outside the chain of help desk command is not an acceptable process exception? :)