RE: ... is not a viable business case.
Then, what is?? It sounds like typical shitty customer service - period.
Back in February, my ISP tried to sneak through a rate increase through two separate methods.
One was a direct increase, one that you could not do much about, except cancel their service.
The other was through a modem rental fee that was applied to any ISP supplied modems. Quick calculations showed that I could get a better modem for about what a year's worth of rental costs would be. So, I returned the dammed thing, on February 27.
Now, do you think that my going in to their office and returning the modem would get it removed from my account, and not incur a new modem rental fee, then I have some Florida swampland I could sell you. Because IT DID NOT!!!!!
The March bill came in with the fee for a modem that was returned before the beginning of the month; which resulted in my having to take the time to call up those incompetent bastards and complain. Their customer disservice representative did remove the charge, but he failed to remove the code indicating that I had one of their modems from my account.
I found that out this month when April's bill arrived, the same shit AGAIN!!!!! Again, I had to call and complain. This is behavior that typifies large companies - lazy, incompetent customer disservice departments.
<------------ So, Brighthouse, that one's for you.