As I’m writing this, I’m on hold again with the customer service department of my cable company that delivers my TV service, internet and telephone landlines. My phones were abruptly disconnected due to a technical change on their end after I’d been promised by two previous customer service reps that the change would “cause no service disruption to my phones.” I’ve spent an hour and a half on hold, interrupted by occasional comments from a human drone reading a script and professing their sorrow for putting me back on hold. I can’t imagine working there; it must be where happiness goes to die. This is now business as usual for big institutions as big institutions wonder why people don’t like big institutions. Trust in these massive monopolies continues to erode, which begs the question of if and when that might ever change, or have people reached the ‘1984’ point of acquiescing to just being treated like cattle so perhaps trust is becoming irrelevant. I certainly hope not and I don’t think so.  Read More …