The Asymmetry of Incompetence

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From Thoreau, who lives nearby and who I really ought to meet someday:

I’m probably just dwelling on the trivialities of my comfortable suburban professional existence, but my basic grievance against big companies is that when they screw up they take 6-8 weeks to fix it, usually after multiple phone calls and whatnot, but if I screw up a penalty is immediately levied. This happens on every scale, from billing snafus with $7 fees, to cases of people being foreclosed on even though they had never missed a payment and spent money on lawyers to prove this, to “Oops, we broke the global economy, could you send $1 trillion to our Nigerian accounts?”

The latest snafus on my end are (1) I’m getting a bill for water service in an apartment that I moved out of, for a billing period that doesn’t overlap my last month in that apartment and (2) I set up autopay with another utility, or at least tried to, something didn’t go through, and now I’m paying a $7 late fee….It’s not the $7, it’s the asymmetry of the responsibility. If I screw up (and I still maintain I did everything necessary for autopay!), I have to pay a late fee. If they screw up, they give me runaround. As long as it’s $7 at stake, fine, but they do this at every level. I think of the hassle I had to go through to get the title for my car after I paid off the loan (early) and I can’t even imagine the hell it must be to have your house foreclosed because of a snafu that they didn’t even notify you of (because of another snafu).

So, I say that we should be able to put large companies on hold when they want something, send them through phone trees, and ask them to re-submit paperwork that we may or may not lose track of.

All in favor, raise your hands. Motion carried! 

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THE TRUTH...

is the first thing despots go after. An unwavering commitment to it is probably what draws you to Mother Jones' journalism. And as we're seeing in the US and the world around, authoritarians seek to poison the discourse and the way we relate to each other because they can't stand people coming together around a shared sense of the truth—it's a huge threat to them.

Which is also a pretty great way to describe Mother Jones' mission: People coming together around the truth to hold power accountable.

And right now, we need to raise about $400,000 from our online readers over the next two months to hit our annual goal and make good on that mission. Read more about the information war we find ourselves in and how people-powered, independent reporting can and must rise to the challenge—and please support our team's truth-telling journalism with a donation if you can right now.

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