My Rage against the Machine (and what Healthcare can Learn from Steve Jobs)

By Neil Seeman

“If your computer’s noise level is still unbearable after you’ve re-installed a new fan, then it’s a freak of nature.” The gentle-voiced technician, a rare live voice from 24/7 customer service (on a Sunday!), told me “it would then be a one in a million machine” if the fan replacement failed. His name was Julius; he gave me his phone number. If he proved correct, I promised I would call to thank him. He said no one ever thanks him.

I didn’t call Julius back – mine was that one in a million machine.