On my second week of phone begging with @ATT to try to get internet installed. Finally got something scheduled for tomorrow, but then they lose the record. Hours on the phone. Anyway, point isn't my own woe. Lack of competition made these companies uncaring and unresponsive.
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The new model is to talk to bots, not people. Did you see the UN report about how we will be talking to bots more than our partners? Heard about it on NPR this morning. I don't talk to Siri or Alexa so guess that makes me a Luddite.
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Generally the inefficient industries get disrupted into either evolving or disappearing. That doesn't happen with infrastructure. Govt and public procurement has to change, breaking up the behemoths just allows them to coalesce later. Like AT&T, or BT.
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Hoo boy. I know this from
@Xfinity customer POV. For YEARS. Proof: https://mightycasey.com/my-isp-is-a-bad-boyfriend/ … Have you read Captive Audience by Susan Crawford? Guessing "yes" ... - End of conversation
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Yes, good point. Only when consumer frustrations get serious enough to affect company bottom line—cough Max cough—does mgmt improve customer experience.
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No, it's just a question of cutting costs. Quality doesn't matter much. They outsource to companies that use scripts and low paid people who read out the scripts.
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