This story broke my heart, but I thought the customer service lesson made it appropriate for HN. These customers paid a handsome fee for rush service; $70 to be precise. It isn't that the service was rendered poorly or incorrectly, it's that it was not rendered at all. Let this be a lesson to those who may think they're merely a cog in the wheel among wheels in the system: your failure does matter, willful or not.
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