It’s generally accepted in the business world that getting rid of bad/resource-intensive customers is a smart move. Sure, from the consumer standpoint it seems like we’re just being bullied, but we have the right to change companies if we’re not satisfied with our current one, so why can’t a business do the same?
Say that Sprint is making $40/month off a customer that is occupying a customer service rep for 1-2 hours per month. For argument’s sake, say that said rep makes $10/hour. That’s $10-20 per month lost on that customer’s bill. That’s 25-50% of their revenue! Of course they’re going to fire that customer! If they can replace the customer with one that checks their account balance online, making no calls to the customer service center, Sprint has increased their revenue from that customer slot drastically.
One customer quoted in the article says that she only called because of billing mistakes. If this is the case then I agree that Sprint is a crappy company and deserves to fade away as they are. If not, this is perfectly acceptable practice.
Next time you sign a service contract, ask if you can insert your own cancellation fee clause at the end.