My husband's work is like this:

Sales rep: Can you do this right now?

Man: No. Send me an email

Sales rep: but it's really important. I need it done now.

Man: The quicker you send me that email the quicker I can get to it.

Nothing beats the paper trail!!!

I have two personal faves, both of which involve the same chain.

On one, they had an issue that caused a missed showing. Absolute screaming disaster. During post mortem they were in full CYA mode, and a manager sent a huge ranting email saying the issue was caused by X which was easily resolvable WHY DIDN'T WE SUGGEST THIS ThIS CoSt ThEm MoNeY and even rocked up to the office demanding the call recording for legal action.

First thing I said in the call was the solution he was ranting about. They didn't do it.

The other was actually I think the same dipshit ranting about limited support on a sunday past 5pm because he couldn't get through and -GASP- had to speak to our american fallover. "If you get a call that takes that long, then make them get a tech out!!"

thing is, I was unavailable because I was dealing with a huge issue for another one of their sites. And immediately after his sookypants rant, we got a huge glowing gushing thankyou from his boss thanking me for sticking with and resolving an issue rather than blowing it off to a service tech who woulda cost them about a thousand bucks just to show up.

Sometimes life is grand.