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Sprint's Customer Service

I just read on CNET's Crave about Sprint's "dear John" letters to their more frequent customer service callers. It's an interesting tactic to streamline their customer service experience. The first thing I wonder about is whether these dismissals are not the work of Sprint. I just can't see how these can solely be those high-maintenance/"Dinette Set" types. Personally, I see much of this as messes of their own making. Comically, they're being quite gracious, since they're fully canceling their service, with no penalties. Considering their reputation, I'm quite certain that I'd be quite pleased with the option to bail. Somehow, I doubt that this will help their churn rate.