Company acquires a competitor and then begins the process of converting the acquiree’s BlackBerry users to the new owner’s standard Windows Mobile devices. “One of their road employees said she was having trouble with her older BlackBerry and wanted to know if she could get it replaced,” says a pilot fish on the scene. “Not all her keys were functioning. The company we acquired had refused to replace the device because of the cost.

Our response was ‘sure,’ since it would be unusable without all the keys. She kept saying ‘thank you’ and telling us it would be much easier for her not to have to carry a thesaurus around all the time. Turns out whenever she was typing a word and it contained one of the nonfunctioning letters, she would use her college thesaurus to come up with a new word.