Customers Like Self-Service, Unless It Undermines Customer Support

Due to my inadvertent idiocy, I lobotomized my smartphone by accidentally deleting an essential function. After 20-plus minutes of laptop Googling, Binging and YouTubing for a quick fix, I gave up. Nothing helpful could be found.

Two days and mounting frustrations later, I pop into a Sprint store and whine for support. It takes the (very helpful) sales associate four swipes and fifteen seconds to make my phone smart again. After thanking her, I asked how she did it. She quickly...

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