"I HATE people who can't upgrade or setup stuff on their own! HATE THEM!"
Now that your whole life revolves around your phone, having it die is like having the electricity turned off at your residence. Most people have been burned a few times by now as the technology is going faster than the learning curve. The tech support (outsourced of course) advises them that they should have stopped at a point only someone with experience would known and done something not intuitive. They are now hosed and the only way to fix it is to start from scratch and the cost will be...... "Thank you for calling XYZ tech support"
The reference to "upgrading" the phone does not mean software. It means upgrading the model of phone. I am an area director for a cell phone company and made sure to send this strip out to all my sales staff. :) Love it. Well...I appreciate the perception of it. LOL