> If anything, the amount of shadow work foisted on customers has increased. Somehow it's a norm to have to go through a bunch of bullshit to have errors correc

> If anything, the amount of shadow work foisted on customers has increased. Somehow it's a norm to have to go through a bunch of bullshit to have errors corrected and often just to get halfway decent service. It's obviously worse in industries without meaningful competition, but society in general seems to put up with it and assume that's just the way it is. Worst offender who does this? US Healthcare