@AE_Collector
I agree in thinking that things are improving. Mostly.
I've seen some things improve here over the years (Canada-wide and Unlimited Talk/Text cheaper than ever before).
I've seen some things become worse here in recent years (Build Your Own Plan and 90-day Plans gone, fewer active Mods).
I've seen some things which really don't seem to have much lasting impact (botched promos, kneejerk promos, Simon) - that is, they were "okay" but flawed before, they promise to plow forward with being just as "okay" and flawed in the future.
And I've seen some things which (I think) should be "easy" to fix (like broken AutoPay because bad AVS parameters) which continue to frustrate some customers into leaving every single month.
I think PM's DIY "online-only" service model was wonderfully innovative a few years ago but it's becoming standard fare from all of PM's competitors today (while, ironically, PM is starting to evolve towards more of the "vendor supported" face-to-face customer service which others are beginning to pull away from). To me this suggests combined successes from mixing both approaches have greater potential than the single success achievable at either extreme. But it also erodes some of what used to make PM stand apart from the competition... and PM hasn't attempted to do anything compelling to stand apart from them again, so it's already losing (or lost) it's competitive edge.
One thing I can say has gotten much worse: it used to be easy to effortlessly score referrals because PM was just so much more awesome than the alternatives, now it's quite difficult to score referrals because PM has become "meh" while everyone else has pulled ahead.
