The thing is a YOU don't get to decide this. Maybe the PW reset flow is significantly more complex for some people who don't have an actual human walk them though it; maybe Xfinity routers shouldn't need to be power cycled to fix problems. Maybe corporations should make their products better to avoid do many support calls or price that into the purchase price. At least let's be honest that the entire exercise is an attempt to externalize costs on their customers.

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godelski 3 hours ago | parent | next [-]

I've called for password resets before. Sometimes the email doesn't come in or can take like an hour (fuck "Magic links" and email OTPs...). I've even had support reset it and a day later get the half dozen reset requests I made.

Just because something appears simple and obvious doesn't mean it is. There's a lot of ways for those systems to fail. Might be the user's connection or might be the server the user is connecting to and the customer support is sending through a different one.

Big lesson I've learned is that if a lot of people are struggling with something that seems obvious then it probably isn't.

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Mikhail_Edoshin 2 hours ago | parent [-]

I just remembered my password reset battle with an online store. Yes, the email or the SMS took too long to arrive and when the code came, it was already expired. And I knew the password, by the way; it was just a "new browser" and they wanted a second authentication. Marvelous.

	▲	godelski an hour ago \| parent [-]
		I once had a credit card company not let me add my card to my Google wallet because I didn't have the physical card, even though they sent me the virtual one... it had been 3 weeks and for their rewards I needed to spend X amount in 3 months. I had to call to verify my identity. Though I think that friction was on purpose

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ocdtrekkie 3 hours ago | parent | prev [-]

The problem is consumers are the ones who decided this. I used to only buy web hosting from companies with 24/7 US based phone tech support. Today this basically doesn't exist, because cheaper options not offering it ate their lunch.