Message to Sprint--
I use between 600 and 1400 minutes a month. I don't like to spend my time worrying about how many minutes I use. I don't like to RENT my ring-tone, screen-saver, or other trivialities especially by using crappy web based cellular interfaces. I don't like having to debate needlessly and resent it being suggested that I buy two high-speed data plans in order to use a camera-phone and have full access to the web. I don't like being roped into long-term lock-in plans with high termination fees. I don't like being penalized for changing my plans.
This all ads up two one thing. I don't like being generally screwed with EVERY TIME I attempt to do business with you and I don't like being F'd with when I'm paying you over $1400 a year. Clean up your customer service and clean up your anti-human business practices.
This was spurred by two things. a) my attempts after not talking to Sprint for over a year to upgrade my phone and service plan which were unsuccessful do to the above points and incompetence in customer service, and the following post on en-gadget which pretty much sums up what Sprint thinks of their customers.
'Recycle' your Treo 600, get a measly 75 bucks from Sprint - Engadget - www.engadget.com
Update: Sadly using details in service agreements to increase lock-in, penalizing people with termination fees so they can't afford to leave, and using details embedded in both licenses and needlessly complex service plans are not only an increasing trend. in the service industry but are already the norm.
Most service companies like Sprint use details in licensing and service plans to reap the majority of their profits. The norm in this industry is simply: "Give it away for cost and make it up on the penalties and hidden fees." If you haven't heard this before then let me welcome you to the new service industry.
The complexity and inhumanity of licenses, support systems, and services are a problem that needs to be addressed as an aspect of the user experience. They are a vital part of the user experience and as such their abuse cannot be ignored when addressing the issue. In a world where ignorance of the law is no excuse deliberate obscurification of legal details is the new frontier for profit creation in the service sector.
We live in a world where no one can read every service agreement and every EULA (end user license agreement) for even half of the services and software we use. In fact a team of lawyers couldn't adequately read and clear the license agreements and service agreements an average citizen agrees to in a given month.
This is at least part of the draw of standardized licensing like the creative commons licenses, the GPL, and other open source licenses. We know what we're getting into, we know what we're agreeing to, and we know what our rights are because we've encountered and used these licenses before. In fact creative commons provides for each license in a "human readable" format in addition to the legal and "computer readable" formats.
Rights are already being purposely buried in licensing agreements and service agreements. Standardized licensing will hopefully bring about marketplaces where awareness puts value back into the license. Standardized licenses are already discouraging bad licenses that abuse individual rights. Without standardized licensing the future will be a terribly in-human place.
If you are interested in more information see the following about the increasing trend in termination fees. Terminate the Terminator — Life Enhancement Products Presents: NeoFiles