My main takeaway from the article is how easy it would be to destroy your competition with a few false complaints.

It's amazing how these megacorps manage to have their software broken in fairly scary workflows for their users.

I have recent experience with paypal where they demand I confirm some information (they provide almost 0 information what they want actually in the UI, and the link I'm supposed to follow just redirects to my account overview, where there's nothing to do, no warnings, no prompts, just the regular summary of balances.) They also send a scary email that they'll block my account if I don't proceed by certain date, and the actual date is just an empty html template placeholder.

I ask them via support for what they want. And they send automated response. I almost ignored it, like usual, because these notices usually just say thank you we accepted your requests and we'll respond soon. I came back to it though, and at the end there's a note that they will not respond to me unless I ask again.

At this point, I'm like wtf? It's completely ridiculous, seeing so much stupid details and omissions in user experience in a row.

At some point I think large orgs just stop caring about customers, and just optimize some aggregate metrics, and this is the result.