the article seems to fail to account for the cost and frustration of the end users.
If the end user were able to back charge for the time they spend dealing with genuine technical fails many tech companies would have gone bankrupt. Microsoft would certainly be among them.
i.e. killed a whole weekend trying to determine and stop a random BSOD on a Dell computer. following some directions found on a Dell forum that Dell technical was participating in. The directions did not work.
Elsewhere I then found a solution. Disconnect the internal DVD drive so that the intel driver for it would not load and conflict with Windows. Posted the solution to the dell forum and got rated upward by others that the solution solved their BSOD's.
Dell tech was then like, try these other things. WTF it's not even a Dell problem and the customers don't work for Dell.
So today we have so-called AI developers that can't explain why their AI development does certain outputs. Great, like we (the tech industry) own all your base and have no responsibility for how we (tech industry) made use of it when it causes you problems. But we will happily take your money.
The tech fails are getting worse in numbers daily!