In recent times, I've found myself vocalizing frustrations about the tech industry more than ever before, and quite frankly, I don't feel the need to apologize for it. There's something about expressing grievances that feels liberating, a sensation of righteous indignation that is often underrated. However, it's important to remember that while a little complaining can be cathartic, excessive negativity can become corrosive, making one insufferable to others and fostering a jaded perspective on technology. Despite this, I recently encountered three noteworthy experiences that reminded me that not all aspects of the tech world have succumbed to the dreaded forces of enshittification. Occasionally, technology can still feel seamless and—dare I say—almost magical. Let's call it unshittification.
For over 25 years, Ars has been a vocal critic of Digital Rights Management (DRM), which, while well-intentioned, often imposes burdensome costs on legitimate users. As a budding songwriter and audio producer, I invested significantly in Universal Audio products, including their reliable Volt 2 audio interface and various premium plugins. However, I was disheartened to discover that Universal Audio employed a version of the iLok DRM system that demanded constant Internet connectivity. This meant that even a brief offline moment could render my plugins useless, disrupting my creative process.
Fortunately, on March 25, Universal Audio announced a significant shift based on user feedback: they would now support local machine or iLok USB authorizations, eliminating the problematic cloud option. This change allows for up to three simultaneous authorizations per digital tool, up from two. The overwhelmingly positive online response confirms that users appreciate this shift, particularly musicians who often work in offline environments. Comments celebrating the decision underscore the importance of companies listening to their customers, proving that a little responsiveness can go a long way in enhancing user experience.
Continuing with the musical theme, I recently had an experience with Native Instruments that highlighted the importance of customer service. After purchasing their exquisite piano library, Noire, secondhand—an act explicitly permitted by the company—I was blindsided when Native Instruments removed the library from my account due to alleged fraud by the original seller. While I felt wronged, I decided to reach out to their customer support team via email. To my surprise, they responded promptly and offered me a replacement copy of Noire as a goodwill gesture. This gesture, executed with professionalism and care, left a positive impression on me and solidified my loyalty to their products.
In a world where customer service often takes a backseat, Native Instruments demonstrated that treating customers fairly can lead to lasting relationships and future sales. Their proactive approach in resolving my issue showcased how good customer service can positively impact a company's reputation.
Lastly, I experienced a surprisingly smooth transaction when trying to watch the NCAA college basketball tournament during March Madness. Historically, accessing the tournament without a pay-TV package has been a frustrating endeavor. However, this year, I discovered that Max, a streaming service, offered all the games for a reasonable monthly fee of just $10. There were no convoluted sign-up processes or hidden fees—just a straightforward transaction that allowed me to enjoy the games without hassle.
This seamless purchasing experience was a refreshing reminder of how technology can operate without the usual complications. It felt almost magical to be able to subscribe and start watching immediately, especially when compared to the often cumbersome processes associated with streaming services. This simple act of making a purchase without unnecessary barriers reinforced my belief that convenience and user-friendliness are key to customer satisfaction.
In conclusion, the concept of unshittification in technology is not necessarily about groundbreaking innovations, but rather about treating customers with respect and dignity. Providing responsive customer service, simplifying transactions, and genuinely listening to feedback are vital components that contribute to a positive user experience. As many aspects of the tech industry continue to be driven by algorithms and monetization, it's a breath of fresh air to encounter companies that prioritize human connection and customer satisfaction.
In this increasingly cynical and fragmented world, moments of genuine care and seamless interactions can feel like a touch of magic. Whether it's through improved DRM policies, exceptional customer service, or effortless purchasing experiences, these instances remind us that technology can still delight and inspire. Embracing unshittification may just be the key to rekindling our love for the tech that surrounds us.
