Consumer Law

Attention Big Business: listen to our complaints and give us what we want

By Sam Glover

Cory Doctorow just published a provocative column in the Guardian, “In Defense of Complaining,” in which he argues that complaints, specifically about crippling technology and licensing restrictions, are part of the marketplace in which companies must operate. And he is right. Complaints are the crude way in which consumers tell companies what they want.

Doctorow focuses on the recording industry’s attempts to foist digital rights management (DRM) on consumers and cell phone companies’ insistence on locking down their handsets. The recording industry apparently believes people will eventually stop wanting to listen to music on portable digital music players, share it with their friends, and more. Will they? The cell phone companies apparently think they only way to retain customers is to trap them. Which is stronger, consumers’ complaints or the corporate will? (I’m guessing the former.)

Look, consumers don’t like DRM. Most don’t understand it and so just pretend it isn’t there. Consumers want to be able to listen to music when, where, and with whom they want. The recording industry needs to start taking the complaints seriously instead of pointing fingers at one another. Consumers do not care whose fault it is.

Attention recording industry: there is a problem with your product. Fix it!

Attention consumers: make your voice heard. If you are tired of paying a penalty and buying a new phone every time you switch providers, don’t stand for it! If you don’t want to have to pay just to transfer your songs to a new iPod, make a stink about it! Nothing will change unless you insist on change.

Full post as published by Caveat Emptor on February 25, 2008 (boomark / email).