One of the things that seems so stupid and infantilizing about modern culture is that you can’t just talk to people like an adult now and reason through things and make the case for this or that and encounter people with agency to do anything about it. There’s nobody at the company to whom you can give a firm handshake and the sales pitch. In its place as a process. You follow the process. And then a decision is made in the background. Everything is like applying to college.
So for example I ordered a water heater and I guess I didn’t notice that there was a separate option to have the guys carry it in for you. I got one of these fancy new heat pump water heaters and it’s much heavier than a normal water heater, which is already pretty bulky and heavy, and I can’t get it downstairs by myself. So I called to see if we can’t get the guys back out here to get it down into the basement. But of course there’s no making that happen. There’s no amount of money I could offer, no sweet talking. You can’t get anybody on the phone who has any agency to make this happen. There’s a process. And what I want is not part of the process.
So instead what we have to do is I’m returning the original water heater and I ordered a new one and this time I checked the box to have the guys carry it into the basement.
So later today, some people will come in a truck to take the original, perfectly fine water heater away. And then later different people will deliver a different water heater and carry it into my basement, because this time I checked the box that says they’re allowed to do that.
This is all completely absurd. I am capable of understanding that everything is optimized for the more common case and that this is probably more efficient at scale. I can understand the benefits of that just fine.
It’s just that the society it creates when things go wrong is one that feels very stupid and unsatisfying to normal people. And that’s a downside that actually does need to be registered.