Good story told by Diego Doval from Ireland. Nice to see that operators are universally clueless. It's the same thing here: the way the operators treat their existing customers is just horrible.
Really, the only thing keeping people from jumping from carrier to carrier here in the U.S. is the lack of number portability. Gee, you think that's why Alltel, AT&T Wireless, Cingular, Nextel, and Sprint have been fighting the Nov. 24 wireless number portability mandate? And why they want to charge customers $1.10 - $1.55 a month for this "privilege"?
Here's an idea, operators: why don't you put your customers first? Why don't you compete based upon your offerings and service instead of relying on manufactured switiching costs. In the Chicago area, U.S. Cellular has really marketed heavily over the past year or so, and their tagline is "Award-Winning Customer Service". And you know what? It's working. Even though they don't have the coolest phones, the forums are filled with fans.
How about creating some more incentives to stay with my carrier? A points program, maybe, or how about encouraging upgrades for those high-margin customers that pay their bills on time?
Diego is right: when everything goes IP, it's all gonna catch up with them. And it won't be pretty.
d2r: O2's and Vodafone's "idiot upgrade package"