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Mobile service providers don’t make sense.

December 29, 2010

So a friend was on the phone with a mobile service provider who will remain nameless (but it rhymes with Kay-P and P). He spent 3 hours on the phone with them trying to get a phone replaced. He had to go through 3 people to finally get a supervisor, who finally replaced the phone. So I was doing a little math on this.

1. A Blackberry phone costs $99
2. 3 hour of salary + all overhead  has to be close to $300 (not including 3 hours of my friends time).

It occurred to me that if I was this company, I would replace all phones no questions asked, but make the client wait 7 days for shipping. Think about it. – you drop the number of people you need to support such devices plus make clients happier PLUS as a company, your client is paying you for a weeks worth of airtime, but you are not having to provide that service. Does that = a  faster network?

Did I miss something?

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