I increasingly feel that modern pay-as-you-go services are so opaque to consumers that it takes the individual employee's empathy (highly subjective) or the pub

I increasingly feel that modern pay-as-you-go services are so opaque to consumers that it takes the individual employee's empathy (highly subjective) or the publicity like this (highly subjective and you have to be lucky as well) to fix any significant problem. Every time a post like this with a "happy" ending crawls into the HN front page, there would be hundreds or maybe thousands of "unhappy" endings out there.