Ewan, I am completely in agreement with you on this. This sounds just like Sprint customer service. I have multiple issues with them and get in touch with their executive level customer service at Dan@sprint.com. I speak with a person at this level who is basically god within Sprint and changes everything I need done, but when I broach the subject of them actually fixing the customer service, my main reason for contacting them, I get an "Oh, we're aware of it and are inprocess of rectifying the issues." I suggested Dan Hesse get a Sprint phone under an assumed name and then deal with his own company's customer service and see how quickly things would change.

I guess it's too hard for the people on the business side to step over into customer's shoes and see how their business treats their customers. Might have a profound effect on their perception of how efficient their business is!