A live form would have known better

The van went out without the part. Again.

Whoever picked up the phone wrote down exactly what the customer said. Making a noise. Started Monday. Loud.

Nobody asked for the sub-model. The fourth question depends on the third answer, and the phone gets answered by whoever is nearest it.

The pad obediently took every answer it was given. No questions, no complaints. A live form would have known better than to book that job with the sub-model blank.

An afternoon of driving. The job was booked on Tuesday and done on Friday. An empty-handed technician and three days of waiting are what the customer will describe to the next person who asks.

How many people in your office know which question comes after each answer?