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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IT'S NOT THAT WE'RE SCREWED WITHOUT TRUMP:

"It's that we're screwed with or without him if we can't show the public that what we do matters for the long term," writes Mother Jones CEO Monika Bauerlein as she kicks off our drive to raise $350,000 in donations from readers by July 17.

This is a big one for us. So, as we ask you to consider supporting our team's journalism, we thought we'd slow down and check in about where Mother Jones is and where we're going after the chaotic last several years. This comparatively slow moment is also an urgent one for Mother Jones: You can read more in "Slow News Is Good News," and if you're able to, please support our team's hard-hitting journalism and help us reach our big $350,000 goal with a donation today.

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