I definitely see your point. At the same time, I think a lot of "tech" has really derived value by circumventing regulation and norms - easy examples are Uber and Airbnb which seemed great and legitimately "disrupted" tired industries, but it turned out a lot of stuff in those industries was the way it was for a reason, and when companies mature and end up putting that stuff back, their competitive advantage evaporates. That could also be true for ecommerce (broadly defined) - if they can't viable run a business without having x% of customers get shafted because they have an issue where they can't even talk to a person, is that still OK? Maybe it is. Is it OK that a company is able to destroy any competition by not offering personal service, so the people it screws have nowhere else to go? I'm not sure. Maybe it's not 20 minutes (I picked that because I know that if the regs just required a phone number companies would have a 30 hour wait time, or an infinite one pretending you're almost there) but there needs to be some standard - or a credible threat of competition that isn't there with platforms
