A policy change

When I was in a similar situation, I implimented a policy change that required both an oral (phone) request and a written request to back it up. Essentially this was the policy used by our facilities maintenance staff to help track grounds and property upkeep. It solved the problem, as the simple statement of policy was “no form, no action”. This requires the user to truly document the problem rather than just complain. In my case the user who said no training was needed received training through an outside source. Good luck an hopefully you have had success with the problem user.