This is a tough call that Voipo has to ultimately make. With residential telephone service, the service level agreement is not anywhere what it would be for business class, but customers certainly depend on their "home phone" and expect it to "just work". When you have the issue of dead equipment and replacement is necessary, the home user without his phone line is naturally going to want the replacement ASAP.

On the flip side, Voipo has done a pretty good job of minimizing operational costs and has passed those savings on to the customers--no shipping charge for equipment, very low monthly rates (if prepaid on an annual basis), etc. In addition, customer service is nearly always right there with a quick fix to users' issues.

So where does one draw the line here? It's a tough call. To stick with the one-shipper setup, Voipo would have to use Express Mail for overnight--a 5lb package would cost anywhere from $20 - $40 (most of the country being closer to $40) to ship overnight. Presuming they get some kind of volume discount, it's still not looking like a viable option. Were they to ship with a different courier, they'd have to be able to have a manual process, which increases both costs and the likelihood of error...