Earlier quoted context omitted.
> Everyone says music "used to be better" but that's just survival bias. Not "just" survival bias. I think it's quite reasonable to take a position that there was more innovation and creativity in pop music in 1950-2000. As the genre has matured, popular/commercially successful music has depended more and more on fewer and fewer producers. Indeed, there are fewer commercially successful artists: the US Billboard Hot…
Good, and commercially successful, don't always go together. Amazon is commercially successful but few would argue their UX is good.
Personally, there are some things I have found difficult to do (getting a chat going with a customer service agent) and some things that are very easy (checkout process, making a return). It's no surprise to me that they would make it slightly more difficult to find a live person to chat with since they probably want me to exhaust the other automated methods of solving my problem before doing that. Is that bad UX? I don't think so.