It's a nightmare that probably ranks second to the IRS screwing up your federal taxes -- the California Franchise Tax Board doing the same to your state taxes.
Are we shocked that a government organization screws up sometimes?
Not so much. Insert stuff about underpaid (yet secure-in-job) workers, government bloat, etc.
But we're certainly shocked when we get great service and a reasonable outcome when we seek help. In a world of Kevins, we think it's worth pointing out when something exceeds our (admittedly low) expectations. Especially when it comes from a governmental agency, which tend to be much maligned.