‘Time is Money’ will take some time and money
Earlier this week the White House announced plans to crack down on everyday headaches and hassles that waste Americans’ time and money.
“Time is Money” was launched to eliminate all the ways the White House says corporations use to degrade the public’s quality of life, including excessive paperwork, hold times and general aggravation.
In a statement, the administration said Americans are “tired of being played for suckers” and reaffirmed its commitment to “addressing the pain points they face in their everyday lives.”
The administration charges corporations with “giving people the runaround,” and “wasting their precious time and money.”
“Americans know these practices well,” the statement continued. “It’s being forced to wait on hold just to get the refund we’re owed; the hoops and hurdles to cancel a gym membership or subscription; the unnecessary complications of dealing with health insurance companies; the requirements to do in person or by mail what could easily be done with a couple clicks online; and confusing, lengthy or manipulative forms that take unnecessary time and effort.”
Corporations, according to the statement, often design business processes deliberately in order to be time consuming or otherwise burdensome for consumers to deter them from getting a rebate or refund they’re due or canceling a subscription or membership they no longer want. They do all this to maximize profits.
“In addition to robbing families of their valuable time and adding frustration to our daily lives, these hassles cost us money,” the statement continues, explaining that consumers often give up after long periods of time on hold pursuing a service, refund or rebate.
After the lengthy explanation, the administration cut to the chase, listing its goals, which include:
• Making it easier to cancel memberships and subscriptions, saying they should be as easy to cancel as they are to start.
• Requiring airlines to refund airfare when a flight is canceled or significantly changed and travelers are not offered or choose not to accept alternatives such as rebooking.
• Allowing health claims to be submitted online.
• Cutting down on “doom loops” by requiring companies to let customers talk to a human by pressing a single button.
• Stopping marketers from using fake reviews, suppressing honest negative reviews and paying for positive reviews.
• Cracking down on ineffective chatbots in lieu of customer service.
• Helping streamline parent communication with schools.
It appears — on the surface at least — that the initiative is beginning to take shape.
On Wednesday, the Federal Trade Commission issued a new rule that regulates corporate consumer review practices. Its chairwoman said the measure would protect Americans from getting cheated, put businesses that unlawfully use the system on notice and promote markets that are fair honest and competitive. It should be in effect later this year.
But there’s already pushback. The U.S. Chamber of Commerce contends the initiative won’t help consumers at all, and instead cost them more time and money.
Businesses have a better record of serving and responding to customers, the Chamber said in a statement, and initiatives like the current one micromanages business practices and pricing and is a wrong approach.
The latest White House announcement comes amid a tense presidential election campaign, and some pundits believe the administration’s motives may be politically motivated given the timing of the initiative.
If its requirements indeed prove effective, that won’t matter. If they don’t, they can fade into obscurity or be changed by future administrations.
Whatever happens, there’s still a degree of certainty. It’s still going to take some time. And money.
ED SOCHA | tneditor@tnonline.com
Ed Socha is a retired newspaper editor with more than 40 years’ experience in community journalism. Reach him at tneditor@tnonline.com.
The foregoing opinions do not necessarily reflect the views of the Editorial Board or Times News LLC.