The way it's supposed to work
I bought two things on the net over the last few days. Envelopes and Screen Printed T-Shirts. The experiences were identical. Great pricing, sure, but human intervention when necessary and automation when it wasn't.
In both cases, I bought stuff that used to be slow, expensive, a little scary and a big hassle. And in both cases, real people augmented by appropriate technology made it a terrific experience.