Normally I leave my PI out of the mundane bullshit issues that arise in our lab and need to be handled by our support staff who do anything but support us. But lets face it the support staff, our IT department, in this case could give a damn about an issue brought to them by a lowly graduate student. I mean they aren't even employees! Why should they waste time on pissants like me?
Luckily after years of indoctrination into the system I know one thing when problems arise. Don't bitch about them to coworkers, you bitch and complain your way up the ladder until you get some results. And that's what I did, I went to the lab manager, departmental staff, etc. And I got a lame answer blowing me off for an undetermined period of time. And another thing, is when getting no response, go to the offending party in person and remind them you exist. And keep going to them, if you annoy them enough, they may actually help you out. In this case they didn't and that's when I time to call in el jefe.
My boss is a calm gentle man but when you are affecting his lab, he turns into Terry Tate--Office Linebacker. When I stick him on you, he is going to be on you like a rabid dog. You could have just helped me out but you didn't and so I had to call in the big guy. The boss definitely implores us not to waste his time but when you have navigated the proper channels he will do everything in his power as fast as possible to get results. I love working for my boss.