I don't think it's too hard to believe that they did. In the world of multiple "expectations" and procedures on how to handle something to avoid going into litigation... regardless of training level I can see people freezing up, or flat out refusing to "do their job" in order to satisfy those above them that want it done a certain way. Or the whole "pass the buck" thing of waiting until the boss gets there. Seeing some of the vitriol out there and the way people treat each other... I can see it happening every day. So sad.