That's great, but things like hotels aren't like, say, I dunno, say one stick of gum not having flavor out of every 50 that do; you just spit it out and move on

That's great, but things like hotels aren't like, say, I dunno, say one stick of gum not having flavor out of every 50 that do; you just spit it out and move on. Hotels are where people temporarily reside. This situation is more akin to one stick of gum out of 50 causing food poisoning and possibly death. That becomes much more serious, even though there might be 49 people who just really love that gum. That is, tldr: it's great, until it's not. The further we get from the factory/industrialized IS9000(1) standards of the 1960s where quality control was king, the further we get into wildly inconsistent and personally variable experiences, with spectrums of experience that fluctuate wildly from yours, and the person in the article. And that's a big problem. Consistency is really hard, but when companies are built on software which can more or less withstand moderate failures, errors like this are more prone. I hate to be "we need to go back" - but we really do need a return to consistency of experience and product.