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One hand doesn’t know what the other hand is doing

Work Yesterday:

I work in a retail/service business selling and repairing computers. A lady just called and was upset that she hadn’t heard about her computer repair. The thing is that she didn’t drop the computer off, her son did. We have her son’s information on the paperwork including his cell phone number. We don’t have her phone numbers. She was upset because the computer has been here for a month. The son was supposed to come in and figure out what he wanted to do with the computer, but of course he hasn’t, even though we have called him repeatedly. Is it just me or is it the son’s fault for not following up with his mom?