So I run a successful AirBnB business. A large room in the heart of a popular city, for which I charge 68 Euros a night. I am fully booked well into 2019.
All 5 stars rating and stuff.
Then one day the boiler broke. You know, that piece of "basic amenity" that keeps the shower warm.
As you can imagine, replacing the boiler in central Europe can take up to 2 weeks and up to 1500 Euro, depending on how rare your boiler is, if you don’t have a relative who has studied that sort of thing.
Having bookings everyday, I had to offer guests either discounts, or cancel reservations.
What I quickly learned is that as soon as technology fails you, it is your fault. Your personal fault.
You become public enemy Nr. 1, and everyone starts viewing you from someone who offers sanctuary to others in their private home, to some scammer who purposefully sabotaged their own machine to have you cancel your own reservation so AirBnB could keep the service charge, and your somehow in cahoots with this.
Suddenly they are given the license to say "Host lied about basic amenities. I would stay clear of this host", even though a notice and a discount offer or a full refund and cancellation was offered directly via SMS to each and every guest several days prior.
Suddenly AirBnB is allowed to ask you for documentation and proof which breaks many layers of the European Data Protection Compliance, just so you can prove that your boiler really is broken, and that your not just ■■■■■■■■ yourself out of money with reservation cancellations just because you feel like it.
Consumers go from having a soul, to becoming vultures who want a refund that would make you lose a lot more than just the refund’s worth. I had guests actually accept the booking regardless, then actually extort me for a full refund in cash, or a really bad review in my otherwise spotless record.
I have experienced capitalism and entitlement head on, in a way I never even thought possible.
So when I look at the Funcom forums, and the Steam forums, I experience the exact same phenomena.
It’s as if there are 2 modes a person is programmed to have: 1. A person. 2. A consumer.
When people are in consumer mode, they go full on toxic, without realizing that not all businesses rejected their job applications, or would treat them the way their current bosses do. Not all businesses are pure "Performance first. Leave heart out the door."
Not all businesses are Microsoft or Apple, or Electronic Arts.
If we don’t give each other the benefit of the doubt when it comes to technological failure, than dayum… God forbid any of you ever have a machine fail you, when your service depends on it.
Technology evolves, advances and changes… but Man? Man never changes.
Think about it.
We don’t need AI to conquer us. Technology already has! It’s programming how we think and how we treat each other.