The percentage of returned gadgets that have nothing wrong with them.
Of the $13.8 billion worth of returned products in 2007, only 5 percent were because gadgets were actually broken, according to a 2008 study.
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Hmmm I definitely think this is a step in the WRONG direction, especially since T-Mobile's Customer Care recently lost to Verizon's didn't they?
I never did like calling Customer Care anyway because they always assume you're so phone-ignorant--granted most people are, but I don't want to deal with "Did you reset the phone?" or "Did you take the battery out?" It's like DUH OF COURSE I TRIED THE EASY STUFF. Plus I normally tell them I've already done that stuff, and they still insist on doing it. In any case...you get the point.