When I was a kid it seemed that tangible goods lasted for a very long time. I guess the word “tangible” meant something back then. These days it seems that we live in a throwaway society and quality has taken a back seat. Without sounding too old, when I was younger if I got a flat while cycling, I would repair it with a patch. Today, cyclists carry an additional one or two tubes with them and replace the entire tube. Today, many people throw out their old shoes and buy a new pair whereas years ago one would purchase a high-quality pair of leather shoes that would last an eternity.
Last month I purchased a new iPhone X for what many people would consider an exorbitant amount of money. I have had an iPhone since they were invented so I feel the need to continue with this product. Because of the high price point I also purchased insurance which covers accidental damage to the phone and unlimited glass screen protectors. Since I purchased the phone I have been back to the store two times to replace the glass screen protectors. They failed due to faulty adhesion and cracks around the edges. It is worth noting that each of these screen covers cost $39.99 individually.
Just this past weekend I had occasion to return to the store again but this time it was because of a huge crack in the glass on the back of my “new” iPhone X. I was instructed to file a claim with the insurance company. After a phone call and an online claim application, I was informed that it would cost me $199.00. I asked why it was so much to replace a glass screen and was informed “we don’t replace the screen, we replace the entire phone”. I asked why the entire phone had to be replaced and was informed “that’s just what we do”. So, I guess a part of me should be happy as I am getting a brand-new iPhone but a larger part of me is unhappy due to the waste aspect and having to pay $199.
Another example might be the huge repair bill I recently got for the replacement of front and rear brakes and two new tires for our “newish” (less than two years old) SUV. Surely brakes and tires ought to last longer than two years? I have also experienced mediocrity in the service industry. Over the years, the vast majority of wait staff I have encountered have been very courteous and professional. However, occasionally I’ve experienced rudeness and lack of service. All of this while seemingly entitled to a tip of approximately 18%.
I use the iPhone example as it might be easy to put forward the argument that “you get what you pay for”. And while I agree with that statement, I still think that we are sliding into an era of mediocrity. I’m not sure what to make of it or where things are going. As another example of this mediocrity, this is the second time that I’ve written this article. My first attempt got wiped away as Microsoft Word crashed on me and I lost the file. Before we used Office in the “cloud”, Microsoft applications seemed very stable. Now with this new “cloud” architecture it seems that its applications crash several times a day on me and I lose productivity and a few more hairs. That is humor to anyone who knows that I don’t have any hair left. Without sounding like the renowned Andy Rooney, is it just my experience or have you too seen this era of mediocrity grow?
1. You accepted the $199 “new phone” news much better than I would have to replace the new phone you already had!
2. Do you think mediocrity is stemming from laziness or is a tactic? I’m not a conspiracy theorist so I don’t think it’s a concerted, common effort but if “they don’t make them like they used to” and people just accept that and buy anew, it seems to disincentivize (it’s a word; I looked it up) manufacturers. They either make a second sale or easily sell insurance or warranties that never used to be needed.
We just bought a new car and I could not believe the amount of additional coverage they tried to sell us. Really? After paying that much for a new car, you’re not going to guarantee that many parts?!
Society continuously demands and refines requests for standardization or normalization. Whereas it was ‘normal’ to expect that a TV is repairable 30 years ago, it is ‘abnormal’ to expect to repair your own TV nowadays. But it wasn’t an overnight switch from tube TV to irreparable LED. People constantly push for perfection, and we lose details along the way like: entire service industries, and perceptions of service and business responsibilities to consumers. I am sensitive to the reference to servers, having only been a waitress a few years ago. Waitressing when I started in 2011 and from when I stopped in 2015 was different- nobody actually wants to know ‘how ya doing’ but instead wants to know how fresh coffee beans are. For better or for worse, people are demanding more from their goods, but are walking away from amicable expectations of the service industry. You can grow and roast your own coffee beans at home for much cheaper than the diner – so what are people actually going to diners for? I can’t say I’m exempt from this criticism – I happily upgraded my iPhone at the soonest opportunities and did not voice feedback about the decline in longevity with the products. I’m not saying Apple is Right for improving their goods and abandoning reasonable consumer requests like yours above, but I’m noting that nobody really cared about their waitress or TV repair man for too long, and we deserve whatever serving of unsatisfactory LED cherry pie, billed on a recurring basis that is too hard to cancel but so easy to sign up for.