Mobile technology is so cool. We take it for granted that
pretty much wherever we are, we’re tethered and therefore reachable …
amazing! Now, to be fair, amazing things
generally cost money. And I have no
problem with that. Where I have a
problem, is where one fails to disclose the true nature of the deal. Now, a lawyer I am not. But what I know is this. Failure to disclose a material fact is tantamount
to telling a lie. And that’s not
cool.
Just a few weeks ago, I had occasion to visit Vegas. I was to be gone for 4 days. Called Rogers, my long-time wireless provider
and asked about roaming packages. They
have one that was to have fitted my needs perfectly. $40 for 50 minutes of talk time, boatloads of
data etc. I signed up having spoken to a
very helpful Rogers rep on the phone.
All good? … well no - not so much.
Got back. Opened the
bill yesterday to see I exceeded my 50 minutes (using 80 minutes). Hmm … huh?
I know I was frugal. I know that
when using the phone, I would let it ring twice (and if my wife or kid/s back
home didn’t pick up), I’d hang up … so therefore, no connection at all. But huh --- what are all these one minute
charges about?
Called Rogers. CSR
said the charge only started when the call is picked up --- ie human to human/
voicemail contact. “So why all the one
minute charges, when I specifically hung up before human/ voicemail contact,” I
asked.
“One minute,” said the now-a-little-nervous CSR.
She tried to counter-argue the point, claiming the charges
were indeed charges by AT &T (the Las Vegas network) and not those made by
Rogers. Umm … hello my bill is paid to
Rogers, (my relationship is with Rogers). I was told one thing by Rogers ---
and its ability to negotiate with other carriers is neither my issue nor
problem.
Well, several supervisors and several sheepish admissions
later, I’d gotten to the bottom of it.
The minute starts as soon as the phone rings on the other side, whether or not it is
answered. And that’s preying on
unsuspecting customers, whom would logically think the charge would begin only,
and only if, the call is picked up on the other side.
Now to be fair and in full disclosure, Rogers did reverse
the overage changes and I am grateful.
But I do wonder how many others have been caught in this nifty little
trap
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