I just bought a new phone at Verizon. It's always, umm, an "experience" shall we say. First I went to my local Verizon store to try some out. I found what I wanted (the new Samsung Fascinate in case you were wondering!) and told the very helpful salesperson I wanted it. Who told me they couldn't give me my special $100 discount until my 2 year renewal date hit in another week. By which time their SmartPhone "2 for 1 special" would be over. Hmm. I talked to the manager who said things like "nothing I can do. it's policy. can't change promotional dates or any rules, etc. why am i a manager anyway, etc. (I made up the last one)." Anyway, I knew that no matter how much I threatened to go to AT&T or played my 'good customer with lots of phone lines' card, it wouldn't matter. So much for the in-store retail sales channel!

Frustrated, I called Verizon and asked for a customer service manager. Who immediately agreed my request to start my new contract one week early and get the discount and the twofer was very reasonable. And she made it happen. When I remarked on how much better her service was, she said that it usually goes better by phone and that retail outlets often run into problems. And that phone sales reps can redeem "mail in" rebates without needing me to mail anything in. Made me realize that the two Verizon sales channels - in-store sales vs. phone sales - compete! With phone sales the clear winner. The question is should Verizon steer people toward the better sales channel? The answer...Why not?!