The Sludge: How Bureaucracy Breaks Us

This article recounts the author's harrowing experience with Ford's customer service after his car malfunctioned. The ordeal highlighted the pervasive 'sludge' in modern life: endless wait times, unhelpful customer service representatives, and deliberately obstructive processes. This isn't an isolated incident but a systemic issue costing individuals time, energy, and sanity, leading to feelings of powerlessness. The author explores contributing factors, including companies prioritizing short-term gains over customer satisfaction, flawed customer service design, and changing consumer behavior. The article offers coping mechanisms, like collaborative 'Admin Nights' with friends, but ultimately underscores the need for broader systemic reform to combat this pervasive 'sludge' and the despair it induces.