I read this article in the WSJ this morning. Sprint released users who were essentially abusing the system (making on average 25 calls per month). These thousand users were probably not profitable for Sprint with their increased strain on the tech support. I think this is a reasonable course of action for Sprint, and it ought to benefit the remaining Sprint customers.
Don't you believe there are people like the guy described in the Consumerist article who have to keep calling the support because Sprint continuously fails to do their part?
In any case, I think it's bad PR for a company to tell their customers their business is not wanted anymore. Of course it's a problem if your customers aren't profitable after all things are considered, but wouldn't there be more reasonable courses of action?
If a customer isn't satisfied, try to help them. You might learn something doing that. If you don't think you can satisfy a customer, tell them that and try to negotiate an agreeable solution. With early termination fees, the customer feels they must get the subscription to work or they lose something. If a customer is wasting your time, make them understand that. Perhaps you need to bill more for some of the support.
