The telcos take a page from Geek Squad
A recent experience with his own parents — he gave them a digital photo frame, which his mother unplugged, then called to tell him it was broken — was a reminder that what might seem obvious to someone who understands the latest technology might need to be spelled out to a customer.
More on Verizon/Alltel, Virgin/Helio, Philly Wi-Fi
Other stuff I recently wrote or chipped in on: