I strongly believe that taking over someone's plan if they don't intend to keep it, is a win-win situation.
First from customer prespective:
There are many people complaining about pm service and have numerous problems. As a way out for them is to give this plan to someone else instead of being unhappy and feeling that they lost money by signing up with pm. This will create my bad reputation if PM is not giving a way out to people. Sure these unhappy customers can always leave and sign up with other carriers but the promo plan is of 120 days. In others words they are locked-in for 3 months. If they leave before 3 months, they lose money. They will be more happy to recover some money back if they give it to someone else.
From PM prespective:
Let's assume that 1000 people has signed up for the promo and 100 people are unhappy and would rather leave. PM will lose revenue and gain bad reputation. PM gaining customers based on word of mouth, friends, family not by advertising in newpaper or other media. By having someone eager to pickup the plan from unhappy customer, their revenue won't be affected. They will get revenue consistently from 1000 accounts. Also PM will gain (loyal) customers who despite knowing some problems with other customers, are ready to signup.
Think about a customer who is in line to return at bestbuy. This person is complaining about the product and wants to return and have his money back. Bestbuy is taking a long time to address his concerns and cannot return his money back. Another customer is standing on the side and listening to all this and ready to buy the product directly from the unhappy customer. I think the customer who is buying the product, knowing its faults, will be more loyal to the brand.
This is a win-win situation.
