http://www.markevanstech.com/2006/11/18/put-the-phone-in-the-mail/ A Canadian Take on the Web Sat, 30 Aug 2008 02:39:08 +0000 http://wordpress.org/?v=2.6 http://www.markevanstech.com/2006/11/18/put-the-phone-in-the-mail/#comment-2068 Anonymous Wed, 22 Nov 2006 23:21:32 +0000 http://markevanstech.com/?p=1915#comment-2068 "Where's Richard Branson when you need him?" He's currently sulking because he can't keep up with Rupert Murdoch. “Where's Richard Branson when you need him?”
He's currently sulking because he can't keep up with Rupert Murdoch.

]]> http://www.markevanstech.com/2006/11/18/put-the-phone-in-the-mail/#comment-2067 Jim Courtney Sun, 19 Nov 2006 04:41:53 +0000 http://markevanstech.com/?p=1915#comment-2067 Last time I needed repairs to my phone -- about three years ago -- I was told by the (Rogers) dealer that all the Canadian repair operations for various mobile phone vendors have been consolidated into the U.S. and repairs could take three to six weeks. Argh!! Last time I needed repairs to my phone — about three years ago — I was told by the (Rogers) dealer that all the Canadian repair operations for various mobile phone vendors have been consolidated into the U.S. and repairs could take three to six weeks. Argh!!

]]> http://www.markevanstech.com/2006/11/18/put-the-phone-in-the-mail/#comment-2066 Stephen Hayward Sat, 18 Nov 2006 21:56:14 +0000 http://markevanstech.com/?p=1915#comment-2066 I found the same frustration when dealing with stores that also had an online presence where they would not be integrated and push you to the other channel (one you bought from). Why make things so difficult. I would imagine that the trouble they put you through actually increases the cost of the transaction. Take your mom. She called (call centre cost), She went to a Kiosk (agent cost), If she goes the route of mail (there is handling cost - postage, receiving, processing, fixing/replacing, shipping, postage,...). This seems like a lot of cost. I also find that when presented with the need to buy a new phone, you are now placed into a spot of do I stay with the carrier (churn). This notionally seems like a lot of money and guess what a pissed off Grandma. I found the same frustration when dealing with stores that also had an online presence where they would not be integrated and push you to the other channel (one you bought from).
Why make things so difficult. I would imagine that the trouble they put you through actually increases the cost of the transaction.
Take your mom. She called (call centre cost), She went to a Kiosk (agent cost), If she goes the route of mail (there is handling cost - postage, receiving, processing, fixing/replacing, shipping, postage,…). This seems like a lot of cost.
I also find that when presented with the need to buy a new phone, you are now placed into a spot of do I stay with the carrier (churn).
This notionally seems like a lot of money and guess what a pissed off Grandma.

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