People underestimate the extent to which tech's value proposition is defined by eliminating accountability to customers. That's one of the defining aspects of w

People underestimate the extent to which tech's value proposition is defined by eliminating accountability to customers. That's one of the defining aspects of web-scale: not having to provide any real support. Bring that back, and most of the value prop disappears. Unfortunately what's happening is that the web-scale model has accustomed people to being treated like shit, and so now regular businesses do it too. I'd like for legislation to work, unfortunately I think it will just be gamed, and service will continue to decline.