In the process of changing mobile phone suppliers from Vodafone to Orange. Why? Vodafone shop guy sells me a £25 bit of software for my phone, tells me I need to download additional software but if it doesn't work, bring it back for a refund.

Doesn't work. Get distracted by work. Take it back after a month. Told by offhand sales girl that the 30-day limit has expired so no refund. Explain I have been a customer for ten years. Girl goes behind partition and returns to say manager says no refund.

So, lazy jobsworth who can't get off his arse to talk to me face to face loses Vodafone a £300 a year account. BUT, does save them a few quid profit on a third-party software disc. Way to go Vodafone. No wonder institutional investors have fallen out of love with the CEO.

Aahh. That's better!