Jason Fried is the Co-Founder and CEO at 37signals, the maker of Basecamp and HEY. His blog usually engages in discussing business, technology, design and product development, and his post earlier this month became especially interesting to me after last week, when it seemed like technology was out to get me personally. I experienced infuriating breakdowns or glitches from Verizon, American Express, Amazon Prime, my bank (Wells Fargo), Merrick Bank, Microsoft, and, of course, WordPress. Each breakdown involved frustrating interactions with chatbots and automated “customer service” lines, the oxymorons of the century. In total, I lost about four hours of otherwise billable time, and several of the problems have yet to be fully addressed.
Apparently, however, things will soon get worse, unless I hurl myself into that woodchipper, which seems to work just fine.
Fried writes in part regarding the recent experience of his parents when they rented a house near him to spend a few months. He had just come back from a vacation in Montana and had rented a house there. “[E]verything…was old school and clear. Physical up/down light switches in the right places. Appliances without the internet. Buttons with depth and physically-conformed to state change rather than surfaces that don’t obviously register your choice…traditional round rotating Honeywell thermostats that are just clear and obvious. No tours, no instructions, no questions, no fearing you’re going to do something wrong, no wondering how something works. Useful and universally clear. That’s human,” he concluded.
But not in the new, technologically advanced, “improved” house his parents ended up in. He writes in part (and in horror):
