I have started the new year feeling hopeless about humanity. It all started when the #eSIM in my mobile device stopped working. Then the process of spending hours talking to different people in the customer service of your mobile provider begins.
These are people who are probably as frustrated as yourself, sitting in some crappy office in some remote country. You talk to them just out of desperation, with very little hope that they will actually be able to achieve anything. An indeed, nothing is solved after several long calls. Then the only option left is to port the probably faulty eSIM to another eSIM or SIM, for which you need to do a biometric verification. Then this process fails twice and all you can do now is to submit a review form to the 'privavy' team.
Two days later, the 'privacy team' respond to you via SMS, ignoring the fact that the whole problem is having no service. Their message starts by asking you to perform a biometric verification, ignoring the fact that they were precisely contacted because two previous attempts of such verification failed.
Nothing makes sense. Humans involved in all this process seem to lack any critical thinking or rationality. They analyse nothing while simply following scripts.
It is obvious that we live in a #complex (from the systems point of view), fragile world. No one understands the systems that underpin our communications, our banking, our security. If you get unlucky, you can suffer dramatic consequences like being locked out of your finances. But we continue deeper into this trajectory…
