It's often difficult to solve the "social engineering" problem if they're overwhelmed by immediate issues. Reducing the first problem to manageable levels helps establish confidence in your advice, and helps provide time for the retraining. And there's often a lot of "low hanging fruit", relatively simple changes that will help a great deal.
The "we can't fix the whole problem, so we'll just ignore you" approach is one that's all too common among frustrated support personnel. Their frustration is understandable, but doesn't actually help the people who pay their salaries. I've spent quite a lot of time with such personnel helping them get those "low hanging fruit" in place so that they can concentrate better on the remaining issues.