I think this view could be abstracted as "tech is helping automate customer service into oblivion." I had a very similar experience this past week: I wanted a

I think this view could be abstracted as "tech is helping automate customer service into oblivion." I had a very similar experience this past week: I wanted a new dryer for the apartment. The goal was to have the installation process be as hands-off as possible, so I googled, ordered online from Home Depot, and signed up for their "free installation" service. Click click click done. Every part of the process stunk. The delivery company rescheduled (they didn't care - no connection to Home Depot itself), the guys who showed up came up with some excuse as to why they couldn't actually do the installation, and not only did they not care when I told them to cancel the delivery, they seemed happy that they didn't have to do the work ("no problem! we're outta here!"). Home Depot customer service didn't care when I asked for a refund. Nobody cared they lost a sale over something trivial and solvable. Nobody wanted to solve the issue (it would be more work to do that), nobody had a stake in the game, everyone got paid regardless. No humanity, just automatons dutifully processing the commands given to them. In the end? Ordered from the local appliance shop that's been in business for 100+ years. Single phone call. They cared. Perfect process, no Internet (or, frankly, any tech other than an email confirmation) required.