As someone who does customer service (to some degree or other), I do not envy Brent. While I don't know the specifics of this situation at all, from personal experience I know the frustration of promising something to a customer/client/user, and not being in the direct loop to deliver it to them. Then one's wonderful coworkers drop the ball. Like I said, I have no indication whether this happened here or not.

I am the Doctor, and THIS... is my SPOON!