T-Mobile Jumps on the Mystery Charge Bandwagon

November 14, 2011

Update and summary: My latest post on this issue is here. T-Mobile is in the process of adding pay-per-use data to every customer’s account, without permission and in many cases without notification. They are also neglecting to inform their customer service reps of this process, (or possibly instructing them to mislead customers?). The typical complaint seems to involve mystery data charges appearing on a bill, with customer service claiming that the customer themselves added or requested the PPU data plan. Customer service then tries to upsell callers into different data plans as a way to avoid exorbitant PPU charges. Many of these charges accrue while the phones are not being used, due to data pinging, app data requests, and other background processes that the user isn’t aware of (the same thing that got Verizon in trouble last year).

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After Verizon made the news for charging unauthorized “mystery data” fees, T-Mobile seems to have decided this scam was too good to waste. They must be hoping that people have forgotten the refunds that Verizon was supposed to pay out, or maybe they hope their ambiguous “notification” message is enough of an opt-in to make the lawyers happy.

On Friday, I received a text from T-mobile saying “Congratulations! You can now access the web on your phone and pay only for data you use. Go go <url> for more details”. I always ignore these spam texts, but apparently what this one meant is “Congratulations, we’ve automatically signed you up for pay-per-use data without your knowledge”. I never agreed to this, never opted-in, never even replied to their texts offering “great deals” etc. Then today, I got another text saying “You’ve used over $10 worth of data charges this month”. Huh????

After realizing I had a data bill, I checked my account and found that $17 worth of charges had accrued (this weekend alone!) at times that my phone wasn’t even turned on (such as 400k at 8:30am this morning when I specifically noticed that my battery was dead).  I use Wifi frequently but never use mobile web, whenever I lose my Wifi connection I get an error page saying I have no data plan, and offering to sign me up for one. So this “pay-per-use” data plan doesn’t even work for Internet access, just mystery data when my phone is turned off.

I called T-mobile to complain, and I *might* have gotten the charges reversed after a half hour on super-secret-no-music-we-hope-you-hang-up hold with India. They initially wanted to “save me money” by signing me up for a data plan, but I got upset and accused them of trying to entrap me into adding features I hadn’t requested. Between poor English and corporate doublespeak I can’t quite tell what the outcome was. I asked to talk to a supervisor, but apparently one wasn’t available. I kept asking if I’d be billed the $17 or not, and the customer service rep kept saying ambiguous stuff like “I cannot guarantee that it will be billed”, and “The charges may not yet be accrued this billing cycle”. She blocked data on my account and said that if the $17 charge shows up, I should call back to have it “adjusted”.

Here are some T-mobile support threads where people are noticing and complaining about this. Hopefully the discussions don’t get big-brothered away anytime soon:

http://support.t-mobile.com/message/39176

http://support.t-mobile.com/message/50262#50262

http://support.t-mobile.com/message/54187#54187

And some more related discussion:

http://iosjailbreaker.com/apple-news/t-mobile-turns-data-on-for-smartphones-without-plans-users-hit-with-huge-data-charges/

http://www.howardforums.com/showthread.php/1740503

Update 11/16/11: Here’s an update I posted today, with further complaint threads and some more thoughts on the issue: https://saveitforparts.wordpress.com/2011/11/16/more-t-mobile-feedback/


Budget cuts

November 6, 2011

I recently heard that the National Mine Map Repository, the Federal office in charge of collecting and archiving mine maps, was being slated for “realignment” (or more specifically, the parent Office of Surface Mining (OSM) is being considered for such). This possibly involves merging it with another agency, absorbing it’s functions into another office, or closing it altogether.

While I’m usually in favor of cuts to government spending, and I know everyone has their own pet programs that they swear are vital to truth, justice and the American way, cutting the NMMR seems particularly ill-advised. A program to document forgotten underground spaces may not seem important to you… until you realize you live above such an underground space. Off the top of my head, I can think of several cities and towns with mines beneath them. Detroit, Tulsa, Cleveland, St. Louis, Pittsburgh, Springfield, etc.

And here are some examples of what happens when builders, drillers, local officials, and the public don’t realize what’s under them:

Lake Peigneur, Louisiana, 1980: an oil well drilled through a lake into a salt mine, flooding the mine and creating a massive whirlpool, destroying the mine, the oil well, 65 acres of land, and altering the biology and chemistry of the lake: http://en.wikipedia.org/wiki/Lake_Peigneur

Lake Peigneur: The Swirling Vortex of Doom


Quecreek Mine, Pennsylvania: Miners in an active tunnel accidentally drill into an abandoned, flooded mine, causing the active mine to flood and necessitating a dramatic rescue:
http://pittsburgh.about.com/cs/pictures/l/bl_quecreek_1.htm
http://www.quecreekrescue.org/

Centralia, PA: A garbage fire worked its way into underground coal mines and remained burning for decades, eventually resulting in the evacuation and destruction of an entire town: http://www.offroaders.com/album/centralia/405_Report.htm

And on a more personal note for people living above mines, here are a few results from Googling “mine subsidence” and “Mine collapse”:
http://www.dep.state.pa.us/MSI/WhatIsMS.html

After hearing of the possible changes facing the NMMR, I wrote the following letter to my congresspeople. I’m also trying to find contacts more directly involved in the process to forward my concerns to.

      I would like to express my concern over a possible management re-alignment of the National Mine Map Repository, part of the Office of Surface Mining. As you may be aware, the NMMR collects, archives, and distributes maps of underground mines across the United States. To my knowledge, no other agency, public or private, has a similar mission. I am concerned that a possible merger with the BLM or other agency may de-fund or eliminate the NMMR, which would negatively impact public and industry safety.
      The NMMR provides an important resource for many different interest groups, including government agencies, private companies, and the public. Anyone building a structure or road in a historic mining area needs to know what subsurface hazards exist. Map availability is also important for the mining industry, as abandoned or forgotten workings can become flooded, filled with dangerous gas, or otherwise interfere with active workings, as occurred at the Quecreek mine in 2002. Failure to properly identify and locate underground voids from mining can, and does, result in property damage, injuries or deaths, and contamination of water resources. When workers become trapped or individuals become lost or injured in a mine, accurate maps are vital for fast and safe rescues. In the most extreme cases, ignorance of mine locations has resulted in widespread destruction, such as the coal mine fire in Centralia, PA and Louisiana’s Lake Peigneur incident of 1980.
       I have personally used the National Mine Map Repository on several occasions, both in a professional and personal setting. I have also donated materials to the NMMR that I come across in the course of my work. In the real estate field, knowing the location of underground mines is crucial for due diligence, environmental assessments, and property valuation. While hunting and hiking recreationally, I have on occasion used the NMMR to locate hazardous areas which are not marked or fenced. I know all too well the scenario of encountering an open mine shaft or collapsed area in the midst of thick brush. I have personally observed unmarked mine shafts “sealed” with everything from old box springs, to plastic tarps covered in dirt, to rotting logs, all of which need only an unsuspecting person to walk across them to create a tragedy.
       As I mentioned, I do not know of another agency providing services similar to the NMMR. In my experience, state and local knowledge is patchy at best, and policy on abandoned mines varies widely by location and agency. If the NMMR is de-funded or shut down, what will be the alternative for collecting, preserving, and distributing these maps? Private mining companies have no incentive to preserve or publicize maps once a mine is shut down, and may be hesitant to share proprietary information. Very old mine maps may exist only in private collections, decaying or being discarded over time. Local agencies usually have little to no funding for this issue. Local libraries and museums may collect some maps, but are difficult and time-consuming to use. The NMMR provides a standard one-stop location for mine maps that is accessible to anyone, collects documents from a wide range of sources, and is fast, easy, and effective in responding to data requests.
      I urge you to support the continued operation and funding of the National Mine Map Repository. This is a vitally important agency serving everyone from state and local governments, to industry, to the public, and its loss would be detrimental to the safety of many workers, property owners, and businesses.

I think I’ll try to find some photos of some of those dodgy mine-sealing techniques if I can dig them out of my files!


When Oodle grows up, it wants to be Craigslist!

May 27, 2011

This blog seems to be turning into a bit of a rant collection… I’ll try to come up with some real content next time! In the meanwhile, here’s a recent note I sent to Oodle (aka Facebook Marketplace):

Dear Oodle.com,

I wanted to inform you of several errors I encountered while trying to use your site today. Sadly, your error-reporting system is also in error.

Maybe you can pass this to your IT or tech support team, since there’s no functional way for me to do so directly. Hopefully you actually have an IT team, or, in marketing terms, “some guys who do the website”. I suspect it’s either farmed out to Pakistan at 30 cents per day, or you have a group of alcoholic monkeys doing the bulk of your programming while the sales team spends the day at the golf course. I guess this issue also affects you guys in sales, since your website is so broken that it *might* affect people’s willingness to pay for your services, and thus your golf budget. Based on the level of quality demonstrated in your help system and user interface, I can only imagine the high levels of simian-based craftsmanship in your payment processing system. I can’t wait to sign up for a professional account and start entrusting my credit card number to your servers!

As an IT and web design person myself, I can tell there’s been little to no time or effort put into your interface, error-reporting, testing, or quality control. I also happen to be the advertising person at my business, and I’m going to advise my boss that we should avoid Oodle.com and Facebook marketplace until your systems are up to some kind of useful industry standard.  If it takes an hour to add a listing to your site, and brings in 0 customers (the record so far), then it’s just not worth my time.  I’ll be making the same recommendation to my friends and family. Why did I use Oodle in the first place? We get 99% of our business through Craigslist, but we thought we could get another 1% by signing up for 10 or 20 second-string Craigslist wannabes. We’ve actually had an Oodle account for several years, and it used to work before Facebook bought or absorbed or whatever you did to it, but now it’s gone from a 2nd-tier Craigslist ripoff to about a third tier, and thus fallen off our radar as a useful marketing avenue. Maybe you could take some of that advertising money from smearing Craigslist, and put it towards some actual website R&D.

For the tech guys,  here are my original issues, step by step:
1: When I try to visit “My account”. An error occurs, and the error page tells me to contact support@oodle.com
2: support@oodle.com bounces, saying it’s no longer in use, and suggests I use a nonexistent “contact” link on the site.
3: the “help” dropdown menus don’t contain options for this exact error, so I use the closest thing.
4: The help system tells me to delete cookies, etc, which doesn’t work.
5: The “this does not answer my question” link brings up some input boxes, telling me to use the description box, but there is no description box. I’ve tried this several times on several browsers, and each time a random number of input boxes appear, not including the “description” box. The code is completely broken.
6: I realize I don’t have time to deal with all this, and I don’t really care anymore. Maybe “My Account” is working today, but I can’t be bothered to go check, because I spent all day writing this letter.
7: I go back to using Craigslist with side dishes of OLX, Backpage, etc, and drop Oodle to the “check back in 6 months and see if they’re bankrupt yet” list.

My suggestions are firstly; make a user interface that doesn’t break. Failing that, come up with some help and feedback systems that work, or at least give out the correct information to users. If the support email is gone, stop directing people there.  Come up with a working way to contact the support team for errors, or you’ll never hear about those errors and people will just stop using your site (as I and my company are doing).  You’re lucky I’m bored enough to let you know about this, I’m sure most people give up after the 2nd or 3rd misdirection. I’ve heard that legit companies do something called “testing” or “quality control” to make sure all parts of their websites work. If you’re not sure what those concepts are, ask your “website guy” (or cut the monkeys back to fewer drinks per day).

Thanks for your consideration, and good luck in your quest to get more than 2 users.

-Gabe