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When your business model calls for scale so large that it's infeasible to have humans involved in important processes (due to costs), this is what happens. The
by ghusto 2y ago
When your business model calls for scale so large that it's infeasible to have humans involved in important processes (due to costs), this is what happens. The fact that they can _get away_ with this is a failure of government.
We have to realise at some point that these are no longer private companies in the traditional sense, and start regulating.
- trhway 2y agoYep, imagine if Bell could ban you for life back then just for any reason they felt like it.
- badpun 2y agoIt's not a matter of scale. The whole business premise is that it can be almost fully automated via computers. The terrible customer service is baked in, no matter if Google has 1 million or 1 billion users.
- narrator 2y agoAlso, as we've seen with the simswapping crisis, humans are susceptible to social engineering.
- miohtama 2y agoIn the EU, the new DSA directive requires that you can get a human involved. After that you have an option to sue or arbitrage.
- theragra 2y agoBut how? I mean if there is no option, how to force tech giants to respond?
- miohtama 2y agoYou go to the court. It is in a law that you can sue and dispute deleting your account or data.
- ceejayoz 2y agoWe have a EU-resident dev and tried that with Facebook when our app was disabled due to a bug on their end for a couple of weeks. There's nowhere to actually initate the process, as far as we could determine. Every avenue got a "not our department", even the clearly appropriate ones like the "got a question about our privacy policy? email privacy@fb.com" sort.
- protastus 2y agoIt's entirely feasible for Google to involve humans in review, and create a team for developer support. The scale is not nearly as large as people think, and Google is wealthy beyond belief. Larry Page said it very clearly: “Find the leverage in the world, so you can be more lazy!”[1] Not having support, for users or devs, not even escalation, is a great example of being lazy. And Google demonstrated for its entire existence that it can get away with it. Who in Congress is willing to speak for the indie devs getting their accounts banned? [1] https://fortune.com/2024/08/19/larry-page-google-advice-be-lazy-michigan-2009-commencement-speech/ https://fortune.com/2024/08/19/larry-page-google-advice-be-l...
- efilife 2y agojust FYI, we use asterisks (*) for emphasis on HN