My mother is a Luddite. She was having enough problems, for example, trying to use a computer before her son-in-law convinced her to switch over to a Mac so she could iChat with her grandchildren. Imagine my mother's frustration when her mobile phone crapped out on her recently. (Apparently, the phone is broken if you have to shout into it so the person on the other end can hear you) A call to Virgin Canada led to a suggestion she mail in her phone (a cheap, bottom-of-the-line Nokia) and maybe three weeks later, they would send it back. That didn't seem like a good option so she looked up the phone number for one of those Virgin kiosks popping up in malls across the country. Instead of putting the phone in the mail, my mother would just march down to the mall and exchange her broken phone for a new one. Simple, eh? Well, no. It turns out you can't do that so my mother's got two options: put the phone in the mail and hope it comes back some time soon, or buy a new one. That can't be described as good customer service. Where's Richard Branson when you need him?