Something you have to learn immediately in business is that the customer is always right (even when they are wrong) and what you NEVER do is to upset a long standing existing customer to the point they go to your competition.
One of the UK's largest mobile (cell) phone companies has really got me angry today. Read about it on my other blog Pushing the Angry Button. And if you were thinking about a change, I'd advise you to give O2 a miss, because its clear, they really don't give a damn.
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