When we got our new cell phones two weeks ago, we were surprised to learn that the cell-phone carrier we'd been using for at least the past five years didn't seem to have much interest in retaining us as customers.
We'd come to the end of our contract period, and everyone we knew assured us that we were up for free new phones. So we trooped into the store and began considering the options while my husband chatted with the sales rep about how to go about renewing our contract.
It turned out that we were not going to get any new phones without paying for them, and that we'd have to pay almost $30 to renew the contract. That's right--we'd be paying $30 for the privilege of continuing as customers of this cell-phone provider. The salesman told my husband that this is the "industry standard."
We decided to walk across the parking lot to the store of another provider, who gave us three free phones, found that we were entitled to a discounted rate through my husband's employer, and informed us that it is not the "industry standard" to make customers pay extra in order to stay customers.
Clearly our old phone company hadn't heard that old Paul Simon Song, "Keep the Customer Satisfied." If that's how they satisfy their customers, they won't have too many before long.
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