Among this pilot fish’s responsibilities is handling complaints about how the rest of the IT staff is handling complaints.

“A laptop user wrote that after a repair that involved replacing the hard disk, he couldn’t re-install the OS because the sticker with the serial number was not legible,” says fish.

“He thought the IT support staff should solve this for him, but didn’t like their answer: that he should have noted the serial number and backed up the computer before it broke.

“The user’s complaint: ‘How was I supposed to know the computer was about to break and do a backup?'”

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