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Re:The Customer Service Reps for Disney and Airbnb Who Have ... by gcanyon on Monday December 26, 2022 @02:04AM (#34135440)
"After paying about $1,500 for home office equipment: a computer, two headsets and a phone line dedicated to Arise; after paying Arise to run a check on her background; after passing Arise’s voice-assessment test and signing Arise’s nondisclosure form; after paying for and passing Arise’s introductory training, to which she devoted three days, unpaid; after paying for and passing a certification course to provide customer service for Arise client AT&T, to which she devoted 44 unpaid days; after then being informed she had to get more training yet — an additional 10 days, for which she was told she would be paid, but wasn’t; and then, after finally getting a chance to sign up for hours and do work for which she would be paid (except for her time spent waiting for technical support, or researching customer issues, or huddling with supervisors), Tami Pendergraft spent three weeks fielding telephone calls from AT&T customers, after which she received a single paycheck for $96.12"

That may not be illegal, but it sure as heck should be.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by bryan0 on Monday December 26, 2022 @02:29AM (#34135556)
This article is kind of a mess, but if you get to the end you learn yes these cases were found to be illegal in arbitration hearings. Unfortunately they were not allowed to proceed with a class action lawsuit because of arbitration rules, so they would need to fight it one at a time.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by londgine on Monday December 26, 2022 @03:02AM (#34135705)
isn't that good for employees and bad for the employer? Each employee can do the same exact arbitration, and win. The employer, rather than wasting lawyers for 1 class action, now must pay for each individual arbitration
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by Beldin on Monday December 26, 2022 @03:18AM (#34135761)
That depends on (1) whether future arbitration cases are guaranteed the same outcome as those already settled, and (2) whether this outcome becomes as generally known amongst victims as a class action lawsuit would be.

Lastly: I'm not a corporate lawyer, so I don't know what legal reasons a company has to prefer arbitration over legal procedures. But they must have some. And those reasons are unlikely to lead to worse outcomes for the company.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by BartjeD on Monday December 26, 2022 @03:51AM (#34135923)
Arbitration is a contentious legal issue, despite being present in many types of contracts.

It is contentious because legal research has repeatedly demonstrated that there are legal fields in which for an undetermined reason the plaintiff faces far longer odds than they would have in court.

This concerns arbitrations that in 90% of cases are in favor of the defendant. While in 'normal' case law you see rates closer to 60%. (Yes the research also accounted for cost differences by comparing similar classes of cases, no-cure-no-pay etc..)

It is also suspected that the plaintif usually gets less compensation for damages through arbitration.

Another issue is that arbitrators sometimes earn a lot money and are obviously incentivised to attract 'customers'. The problem is that there are and will always be many more plaintiffs than there are defendants. So the selection of arbitrators depends on decisions by the future-defendants. (Unless a specific organisation is legally mandated, but I've not encountered this before)

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by fallingknife on Monday December 26, 2022 @09:03AM (#34137681)
How do they measure the number of cases that go either way? I assume this excludes settlements? If so it would explain the discrepancy. Arbitration is so much cheaper than going to trial that it would make sense to try a weaker case just based on risk vs reward.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by bozhark on Monday December 26, 2022 @04:00AM (#34135970)
Arbitration is the HR of workers rights
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by bryan0 on Monday December 26, 2022 @03:14AM (#34135749)
Yeah not a lawyer and not sure if it’s a good for employees not, but I think companies started recently removing arbitration clauses because of this reason?
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by hiddencost on Monday December 26, 2022 @03:43AM (#34135883)
Most people in this situation are struggling to feed their family, they don't have time for arbitration. And the only way they'd get representation is from someone doing a class action for a cut of the winnings. So they either need litigation with teeth (big class actions with massive punitive damages) or regulatory oversight with similar strength, to make employers unwilling to risk it. Or strong unions that can negotiate and effectively with hold labor as a group.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by scarface74 on Monday December 26, 2022 @08:10AM (#34137346)
And winning in a class action lawsuit only helps the lawyers.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by acover on Monday December 26, 2022 @08:32AM (#34137469)
That entirely depends on the case. There are class actions that are life changing then there are those where your damages are only $5.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by nraynaud on Monday December 26, 2022 @11:01AM (#34138735)
There is some truth on the damages sides, but it also bites the defendant very hard and tends to change behaviors.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by gnicholas on Monday December 26, 2022 @04:12AM (#34136027)
Employer often selects the arbitrator and is therefore a repeat player. This sets incentives for the arbitrator, no matter how fair they intend to be.

Also, pretrial discovery is much broader in a class action, so much more expensive. The procedures available to a plaintiff in an arbitration are much more limited.

But big picture, it’s better to have more options rather than fewer.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by helsinkiandrew on Monday December 26, 2022 @04:33AM (#34136120)
It depends a lot on the wording of the arbitration agreement.

Many of these people are struggling to make ends meet and it’s a lot of effort and lost work to risk for a small payout, but if enough individual claims are won it doesn’t take much effort for some lawyers to start automating the process and file tens of thousands of claims like those against Uber.

https://www.hklaw.com/en/insights/publications/2022/04/uber-...

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by selimnairb on Monday December 26, 2022 @08:19AM (#34137393)
Cars are often more convenient than public transit, but many people can’t afford a car payment, insurance, maintenance, fuel, parking, tolls, etc. For these people, if there’s no bus/train, they walk or bike, even if it’s not safe or is not time-efficient to do so.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by mherdeg on Monday December 26, 2022 @10:07AM (#34138156)
It's very funny to read stuff about mass arbitrations (e.g. https://www.cooley.com/news/insight/2022/2022-06-30-how-comp...).

Oh no - you're facing millions of dollars in mandatory fees to defend against thousands of nearly identical cases in arbitration? My goodness, who forced you to adopt that arbitration clause? How terrible of them.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by essentialfloss on Monday December 26, 2022 @02:28PM (#34140897)
Arbitration does not have precedent, so each case has to be argued separately and can have different outcomes. On top of that burden and can have fee-shifting provisions that set a significant hurdle to pay upfront costs on the employee. Class action waivers are bullshit.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by gcanyon on Monday December 26, 2022 @12:49PM (#34139931)
To me, there's a world of difference between "lost at arbitration" and "is illegal." I'm saying that the rules should be clear-cut up front. To draw a comparison with another company that skirts this line: if Uber required drivers to take customer service classes before allowing them to drive people around, and especially if the drivers had to pay for those classes, that, to me, should be illegal.

When you hire a gardener to mow your lawn, you don't get to specify whether they use a Greenworks or Black & Decker mower. Or require that they pay you to train them how to trim your junipers.

In this situation, the law should be clear up front that this sort of relationship is disallowed, such that the circumstance never occurs to go to arbitration.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by essentialfloss on Monday December 26, 2022 @02:25PM (#34140866)
These arbitration rules superceding class action is a fairly new phenomenon, and stems from an att v concepcion. A guy I met clerked for a judge that decided that case, and wrote most of the decision and he said that he regretted it enormously. Despite just being the mouthpiece of his pos judge, he sees his words quoted over and over denying exploitation. The whole premise is insane, and guts class actions.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by ec109685 on Monday December 26, 2022 @02:07AM (#34135455)
At the very least, immoral. Shameful companies support this exploitation.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by buildbot on Monday December 26, 2022 @02:13AM (#34135487)
Not a lawyer, but in washington at least I am pretty sure this would be straight up illegal.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by fragmede on Monday December 26, 2022 @02:20AM (#34135522)
What a perversion of capitalism!
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by techhazard on Monday December 26, 2022 @02:56AM (#34135671)
This is no perversion of capitalism. Companies have only one responsibility: to increase profits to the shareholders.

All other responsibilities have to be legally enforced; stuff like worker safety, food safety, minimum wage, 8-hour workday, no child labour etcetera.

These are all things companies will gladly ignore if it profits them. Minimum wage in this case, through a loophole of payback.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by astrange on Monday December 26, 2022 @03:39AM (#34135857)
Corporations do not have to maximize profits. They don’t even have to do what shareholders want most of the time, insofar as shareholders don’t care enough to enforce it.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by tomhoward on Monday December 26, 2022 @06:12AM (#34136677)
Indeed. The actual fiduciary duty of company directors is to serve the interests of the company, not shareholders/profits.

This allows plenty of scope to make considerations like long-term reputation and employee satisfaction/loyalty/welfare high priorities, even at the expense of profits.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by chrisan on Monday December 26, 2022 @06:50AM (#34136908)
It depends on the company and if they follow shareholder primacy.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by tomhoward on Monday December 26, 2022 @07:41AM (#34137208)
Not really. The law is clear that the duty is to the company. I know "shareholder primacy" is a talking point around Milton Friedman's philosophy, but as contemporary tech companies demonstrate, it's a false argument. Almost all the major tech companies of the past 20+ years have focused on long-term growth, not short-term profits/returns to shareholders. Amazon doesn't record profits and ploughs all surpluses back into the company for long-term growth. Steve Jobs ignored profits/shareholder returns for many years in order to focus on long-term health/growth of Apple. Reputation/welfare issues for employees has been a huge issue that all the top companies have had to make a priority (though as this article demonstrates, there are areas where the issue has not been heeded).

There's plenty of scope for further discussion about these points, but the key point remains: shareholder primacy is not law and not the focus of company directors' fiduciary duty.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by pksebben on Tuesday December 27, 2022 @01:21AM (#34145766)
still, "more growth for company" and "more money for shareholders" can look identical from the perspective of the public or even an employee of the company, where all they see is "your interests are not important".

Uncapped growth is just as evil as unfettered greed - both charge forth without a second thought to externalities, while motivated to externalize as many costs as possible. So we end up with boiling oceans and rampant homelessness, because those are all "not our problem".

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by tomhoward on Tuesday December 27, 2022 @05:40PM (#34154830)
Sure, but the issue of discussion is whether company directors are required/expected to serve the interests of shareholders at the exclusion of all other considerations.

They are not. They are expected to serve the interests of the company, as distinct from the interests of shareholders, and matters like employee welfare/satisfaction and company reputation relating to externalities are very relevant to the interests of the company.

That some companies ignore these matters is separate from the principle: it’s not inconsistent with capitalism for companies to care about issues other than profits and shareholder returns.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by anticensor on Monday December 26, 2022 @02:35PM (#34140981)
Certain types of companies in Sweden are actually legally obligated to put profits before shareholders (Sweden considers co-ops and commandites not-for-profits though). Even in those, there is a lot of freedom of movement in how to conduct the business (assuming they do not codify that too in their charter).
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by Stratoscope on Monday December 26, 2022 @03:07AM (#34135725)
Everything you said has been widely debunked, including many times here on HN.

Of course a corporation has responsibilities to its shareholders. But maximizing profit never has to be the only responsibility.

I personally know executives in some food manufacturing/preparation companies, both public and private, who gladly pay very close attention to worker safety, food safety, and all the things you say a company would do only if forced by law.

They do it because they know it's the right thing to do. And it helps them recruit and retain employees, and keep their customers happy. Their shareholders support them in this and would complain very loudly if the company ever put pure profit above all other goals.

Here is one reference for you:

https://www.nytimes.com/roomfordebate/2015/04/16/what-are-co...

https://archive.vn/ARcc3 in case it's paywalled, but it didn't seem to be for me.

> Corporations Don’t Have to Maximize Profits

> There is a common belief that corporate directors have a legal duty to maximize corporate profits and “shareholder value” — even if this means skirting ethical rules, damaging the environment or harming employees. But this belief is utterly false. To quote the U.S. Supreme Court opinion in the recent Hobby Lobby case: “Modern corporate law does not require for-profit corporations to pursue profit at the expense of everything else, and many do not.”

You will find many more citations with a search like this:

https://www.google.com/search?q=is+a+corporation+obligated+t...

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by bbarnett on Monday December 26, 2022 @03:10AM (#34135736)
Companies have only one responsibility: to increase profits to the shareholders.

Yes, and those companies exist in a society, and long term planning is vital for long term profits, and that is 100% sensible and correct operating procedure.

Treating employees poorly can effect the ability to hire, and retain good people. It can effect consumers' desire to buy your products. It can result in unions, and the passing of laws, and therefore red tape.

So even if you have a dim view, re corporate responsibility, it matters not, for that role has larger scope than "profit this second".

And beyond this? All corporate decisions are made by people, and those people have every right to make moral decisions.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by otikik on Monday December 26, 2022 @05:41AM (#34136497)
> Companies have only one responsibility: to increase profits to the shareholders.

I question that initial premise.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by bell-cot on Monday December 26, 2022 @05:48AM (#34136539)
One of my stock answers to this simplistic "capitalist absolutist" thesis is to repeat it...but from the PoV of, say, the Human Society.

Few absolutist capitalists want to hear that they, their companies, their wealth, their shareholders, etc. are mere tools - which Human Society can use in pursuit of its own responsibilities...or quietly "dispose of", if Society finds them to be more trouble than they are worth.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by tgv on Monday December 26, 2022 @06:32AM (#34136801)
I think you're getting downvoted because you seem to endorse the most parasitic form of capitalism.

First off: it's not a company's responsibility to increase shareholder profit. It very much depends on the view of the people involved. But you're completely right when you think that greedy people can push in that direction and that a legal framework is the only way to keep that in check and make sure companies pay their dues to society. Social democracy still seems the only way to strike a proper balance between exploitation and lack of incentive.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by spaceman_2020 on Monday December 26, 2022 @03:36AM (#34135846)
Rather, this is capitalism working as intended.

Most wealth in capitalism is built on the backs of exploited labor somewhere.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by astrange on Monday December 26, 2022 @03:49AM (#34135912)
Labor share of income in GDP: https://fred.stlouisfed.org/series/LABSHPUSA156NRUG

It’s over 50% so on average this is not true. But it nearly became true in 2008; turns out the Great Recession was bad. The trend after that is somewhat positive.

Though a problem with “exploited” is it’s zero sum thinking and doesn’t include customer surplus. If you get life saving surgery, you could say it has infinite value to you. If the surgeon asks for an infinite price, they’re exploiting you. If they don't, since you are therefore getting infinite unpaid value, are you exploiting them?

nb the people in this article are certainly being exploited, this is covered in theory under “monopsony”…

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by Retric on Monday December 26, 2022 @06:50AM (#34136911)
You can exploit workers without receiving 51% of the resulting income.

Also, that figure is before you consider the vast tax advantages of investing.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by spaceman_2020 on Monday December 26, 2022 @08:35AM (#34137493)
Who said that the exploited labor had to be in your country?

Does everyone have collective amnesia about Nike’s SE Asian sweatshops, or the hazardous working conditions in Bangladeshi garment factories that manufacture the most of our cheap fashion (the most glaring example being the Tazreen Fashion factory fire [0]).

Someone, somewhere is getting screwed out of fair wages for the corporation to make its profits.

0: https://en.wikipedia.org/wiki/2012_Dhaka_garment_factory_fir...

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by Sharlin on Monday December 26, 2022 @09:23AM (#34137783)
It's convenient to forget them, so people forget them.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by FpUser on Monday December 26, 2022 @11:12AM (#34138872)
>"It’s over 50% so on average this is not true."

Curious on what basis bigger than 50% share of income constitutes non-exploitation? For example if there is one owner and 1000 employees.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by nkrisc on Monday December 26, 2022 @07:40AM (#34137202)
Seems like the natural conclusion of capitalism to me.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by retrac on Monday December 26, 2022 @02:55AM (#34135664)
It might be illegal. Some US states (and my province in Canada) have labour laws where your employer generally cannot require you to pay expenses for equipment necessary to do the job. (Someone who brings their equipment to do the job is a contractor, not an employee.) Many jurisdictions also require that required job-specific training be paid.

This issue came up a lot with work from home during the pandemic. Did your power bill go up from running your employer-provided hardware at home? In some jurisdictions, they have to compensate you even for that.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by t0mas88 on Monday December 26, 2022 @03:01AM (#34135703)
These employees are all contractors on paper. Probably to get around the rules you mention.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by retrac on Monday December 26, 2022 @03:18AM (#34135764)
Such machinations often do not hold up, legally. If the employer simply declaring that the employee is a contractor made them a contractor, all minimum wage employees would be contractors, probably.

There's usually a definition or test, either in statute or case law. In my jurisdiction, whether you have a boss or supervisor is a major factor. Contractors are given a specific task to complete and then they go do it. If you're getting daily monitoring or tasks assigned throughout the day, you're probably an employee.

Like with not paying minimum wage or illegal deductions, employers often get away with it. The power imbalance is very large for such workers, and even when enforced the fines are often just a cost of doing business. In Ontario, Canada there's a couple billion dollars in unpaid wages every year, and hundreds of investigations for wilful wage nonpayment by managers, yet there has been exactly one jail sentence for it, in the last twenty years. With odds like that, I might steal too!

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by joe-collins on Monday December 26, 2022 @03:31AM (#34135818)
And then there's Uber et al. . . .
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by nikanj on Monday December 26, 2022 @04:54AM (#34136234)
The test is "who can afford more lawyers"
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by Spoom on Monday December 26, 2022 @02:38PM (#34141003)
FWIW you can appeal a contractor / employee designation with Revenue Canada (as you can with the IRS), and you don't need a lawyer to do so.

Source: Have done so and won.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by kennend3 on Monday December 26, 2022 @08:07AM (#34137329)
> Some US states (and my province in Canada) have labour laws where your employer generally cannot require you to pay expenses for equipment necessary to do the job. (Someone who brings their equipment to do the job is a contractor, not an employee.)

I think you would be shocked at how often this happens.

I once had a major Canadian bank try to make me buy a cell phone so they could avoid a minimal monthly charge for one??

HR in Canada is rife with abuse, because they are under no obligation to tell you what the laws actually are. Your ignorance of the laws works to their advantage.

See "non disclosure agreements" in Canada for a prime example.

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by spaceman_2020 on Monday December 26, 2022 @03:35AM (#34135839)
Very unethical for companies to not disclose this information as well. I would pay extra for customer support if I was sure that it was going to the company's actual employees than some for-hire disposable contract workers.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by cudgy on Monday December 26, 2022 @11:14AM (#34138889)
So long as the workers are paid fairly and treated reasonably (which of course these Arise employees were not), why does it matter if they are actual employees? Actual employees can be treated poorly too.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by neon_electro on Monday December 26, 2022 @11:27AM (#34139061)
Employees have meaningfully different recourse available to them compared to contractors when it comes to labor disputes.
Re:The Customer Service Reps for Disney and Airbnb Who Have ... by madsbuch on Monday December 26, 2022 @03:46AM (#34135899)
feels a bit like when the industry is calling for university graduates - do 5 years (Denmark, standard) of studying to maybe qualify for a job.

This is hard. who should shoulder required competence?

(I understand that it is general competence said person received, not organization specific)