Why Does It Have to Be So Hard?

The Drop
It all started with a sad phone call from my wife Debra. “I dropped my phone and the screen shattered”.  It was the end of the world.  Unlike me, Debra had her phone in some super armored case with big rubber corners adding twice the thickness to the phone.  She did this because she knew she was a dropper.  I see droppers all the time.  You run into them on planes, in stores and on the street.  They are people that just can’t hold onto something.  If it’s not their phone they’re dropping, it’s their kids (just kidding on that one), but they drop and spill everything. She dropped her phone on the carpet from her chair at work and is now upset that after such a short fall her phone now has a shattered screen.
“No worries, just come home, and we’ll go to the AT&T store and get a new one.  Maybe you are ready for an upgrade.” I said.  Her phone was an iPhone 5 in a cute pink case and very near and dear to her.
The Past
My experience with AT&T is not a good one.  When the ...