He highlights the expectations that people have that their technology should just work.
“Let me just repeat this for the six of you who are still reading: I buy a new remote control to simplify my media experiences, and it crashes during a firmware upgrade! And then stops working altogether! I suppose that’s one way of simplifying your media experience — use a remote that literally does nothing. At this point, I think it’s preferable to the alternative.”
But it does have a happy ending.