Guess you didn’t get the memo…

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Today, I got a call from a Tier 3 Desk Monkey, stating a site was experiencing a major disruption and they wanted it elevated to my level for support. The Desk Monkey stated (and I quote), “A fax machine is down, and they’re claiming it affects patient care & want it fixed immediately.” I almost spit out my water when I heard that. I had to get the Desk Monkey to explain to me why a single person experiencing a problem with a single fax machine was of sufficient merit to warrant a call to Tier 3 Region-level support. He said the user dropped the “patient care” phrase, and even if it’s a bald-faced lie, they have to proceed with it. He went on to say the user was trying to send a fax to a number and the number was busy, so he called support, claiming it was a patient care issue. To his credit, when the Desk Monkey asked what the user was sending, the user replied that he was faxing a takeout order to a local restaurant.

Yes, boys and girls, you read that right. A single user faxing a takeout order to a restaurant called for help when the number was busy, instead of… oh, I dunno, calling the restaurant to place the order, or using this handy-dandy thing we know as the Internet to place an order online, and then claiming this was a patient care issue when their fax couldn’t get through. Guess they didn’t get the memo that we now live in the 21st century…

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