Seems about par for the course, I am sure that most things go OK but it appears that once something goes a little off course no one will take ownership of the problem and see it through to a satisfactory, for the customer, conclusion. This seems to be endemic in chaotic management systems where people are not willing or not trained enough "to think out of the box" and therefore pass the problem round internally without actually addressing the problem and start to make excuses as to why the problem is not theirs without looking at the problem and attempting to resolve it. This can usually only be cured by the replacement or retraining of the manager concerned.
