> The best anyone can hope for is a free market, with everything properly priced. But for decades, the American market has not been free. It’s used purposefully added friction to exploit a time asymmetry between the business and you. And due to things like call centers, this has been very profitable for the businesses.

I just think this analysis is wrong from the start. The "proper" pricing structure, the one tracking the actual costs involved, would be that you don't get to talk to a human being at all unless you pay for their time. Human frictions are what allow no-charge customer support to exist.