Verizon Sends Software Updates To Man While He's Helping Sick Grandma In Japan, Charges $600

[Snoutport]

http://consumerist.com/2011/06/verizon-sends-software-updates-to-man-while-hes-saving-deathly-ill-grandma-in-japan-charges-600.html

"Chris had to go to Japan recently to help out with his deathly ill grandmother. He brought his new Verizon iPhone4 with him. While he was there, Verizon pushed a series of updates to his phone, and that racked up over $600 in global roaming charges. When he called customer service, they told him the charges were valid and nothing could be done. He couldn't even get retroactively added to an international plan as Verizon says they don't have one anymore that covers Asia/Japan"

Man-oh-man, I hate the phone company sometimes!

[hobbit709]

1. That's bullshit.

He needs to post something on youtube and have it go viral.

[Angry Dragon]

2. Very good PR on their part

No Asia/Japan plan but they could find his phone ..... strange

[slackmaster]

3. Clearly their servers should have known that he was dealing with a family crisis

But seriously, inappropriate roaming charges happen all the time. I got dinged for almost $50 in charges for calls I made in and near Jacumba, California - Apparently my phone had connected with repeaters just over the international border in Mexico.

AT&T promptly reversed the charges. If Verizon doesn't account for the fact that the trip to Japan was unexpected, they're assholes. If I were the customer I'd keep escalating until I got to a human.

[LadyHawkAZ]

4. Holy shit!

:wtf:

[brooklynite]

5. No, they didn't

Verizon doesn't update iPhones. Apple does. Apple makes the phone, and writes the software. They haven't got a clue where the phone is. And while ICANN appreciate the fact that the owner was 1) new to the phone, and 2) distracted by personal problems, it's standard practice to charge roaming fees when you use your phone outside the service area. I ALWAYS turn off data roaming when I travel. Verizon probably should waive the charge as a matter of good will, but they don't deserve blame for the situation.

[Maat]

6. Well, most people probably aren't aware of this ...

and, if I were the company, I would advise all of my customers about this (and what to do to prevent it). I'd also reverse the charges here. If not, we are all free to go to another company that handles things in a better fashion.

And, I'm free to contact Verizon, with whom I do a lot of business, and tell them that, if they don't reverse these charges for this man, I will be strongly considering switching to someone else. I'm tired of people being sh*t on by companies like these. We all have an understanding in our hearts about what's fair. This isn't it.