This is an interesting that Steam offers game refunds – change of strategy for Steam. I had discussed that I stopped using Steam because I paid for a game that didn’t work. Steam at that time didn’t care and neither did the publisher. So for many customers this is too little, too late to get us back.
I am sure they will do fine however. The reason that I am sharing this with you is that companies are better understanding how fragile their relationship to their customer is. I never wish harm for a company, but I do not support those who harm others. In an ideal world, companies contribute towards solutions rather than just to make money. Nothing wrong with making money, but it is not enough of a reason to support a business.
I suspect that the future of customer service is that with automation and intelligent robots, customers might have a one-on-one relationship with a company. It seems inevitable that the things that the rich have as a matter of course (concierge, bespoke (custom products)) will filter down to the unwashed mashes. Small tease of Ann Rand there. It has always been the case that to differentiate products, things that were luxury go mainstream. Clearly Apple is more mainstream than luxury in first world countries. Many fashion brands have gone downscale, and companies that command premium have always limited their production. It is a interesting how people will be attracted to an artificial scarcity. As if just the uniqueness of something is enough. I would propose that what really would be desirable from a cultural standpoint is cultural relevance. That the best products allow the most culture, opportunities, and benefits of technology to the widest groups of people. For a long time I thought that Apple brought technology down to the level where anyone could use it. It is true they have. But with that, they also try to control it, which is something disturbing as well.
Perhaps you can’t have a company feel that I can survive from going open source and sharing its technology. The Tesla superchargers have been shared and Tesla seems to be doing great. I wonder why other companies can’t have a similar kind of vision? It about tomorrow as well as today.