Finally... Having spent time as a Sprint/Nextel customer care rep, where I had to deal with callers cursing both at the company and at me, personally; callers trying to commit various forms of fraud; and callers who were, apparently, disgruntled ex-technicians because they would order repetitive changes which would often crash the database.

When customer care agents are able to recognize by name and voice individual customers over a months-long period, then those customers are a problem, and are no longer profitable to Sprint. Cutting costs in customer service does not always mean giving jobs to India- I applaud Sprint/Nextel for finally doing something that might be interperted as caring about their customer service.