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What???
If Pepboys had many millions of customers, as Verizon does, they would have to massively expand their capabilities to service their customers in a reasonable time frame. How many people do you think would wait 2 hours + for an oil change?
And, the profit margin for oil changes is far less than that for Verizon, who now claims what??? They "afford? to provide faster customer service??? Please don't expect us to buy that silly company line!!!
We may be restrained from switching carriers because there are a limited number; oil changes can be done at many places.
Keep in mind that hi tech companies are relatively new. As they mature, customer loyalty will in fact be determined by customer service levels just as they are with automotive service and most other businesses.
The "company line" here just doesn't deal with reality. How foolish do the think we are?