A recent experience made me wonder whether, in our increasing dependence on technology and standardised processes, we are creating systems in which everyone performs an assigned role but no one owns the problem.

Before travelling abroad for a couple of weeks, I ordered a Realme mobile phone through Amazon. I did not want to risk travelling with a phone that had begun troubling me. I followed the instructions to transfer my data, only to discover that the new phone would not switch on. I took it to an authorised Realme service centre. After a long wait on the first day, I was asked to return the following morning. Eventually, I was told that the problem was beyond the capabilities of the centre and that I should return the phone to Amazon.

During my wait, I noticed several other irate customers. Some appeared to be daily-wage earners, conscious that every hour spent........

© The Pioneer