A guy wrote in to Pogue's blog and said everyone at Verizon knows about these design flaws but no one will do anything about it, because it makes Verizon over $300 million a month. He said:
"The phone is designed in such a way that you can almost never avoid getting $1.99 charge on the bill. Around the OK button on a typical flip phone are the up, down, left, right arrows. If you open the flip and accidentally press the up arrow key, you see that the phone starts to connect to the web. So you hit END right away. Well, too late. You will be charged $1.99 for that 0.02 kilobytes of data. NOT COOL. I've had phones for years, and I sometimes do that mistake to this day, as I'm sure you have. Legal, yes; ethical, NO.
"Every month, the 87 million customers will accidentally hit that key a few times a month! That's over $300 million per month in data revenue off a simple mistake!
"Our marketing, billing, and technical departments are all aware of this. But they have failed to do anything about it-and why? Because if you get 87 million customers to pay $1.99, why stop this revenue? Customer Service might credit you if you call and complain, but this practice is just not right.
"Now, you can ask to have this feature blocked. But even then, if you one of those buttons by accident, your phone transmits data; you get a message that you cannot use the service because it's blocked–BUT you just used 0.06 kilobytes of data to get that message, so you are now charged $1.99 again!
"They have started training us reps that too many data blocks are being put on accounts now; they're actually making us take classes called Alternatives to Data Blocks. They do not want all the blocks, because 40% of Verizon's revenue now comes from data use. I just know there are millions of people out there that don't even notice this $1.99 on the bill."
Sleazy.
Verizon: How Much Do You Charge Now? [NYT] (Thanks to John!)
]]>Verizon definately has this scam set up, and they even reinforce it, if you want to cancel your internet, it also disables your voice, video and picture texts as well. At least they allow it to disable that idiotic VZ navigator, which is set up in the same easy to accidentally access style.
]]>DOWn, baby, DOWn!
]]>Except that's he's not. Data revenue isn't 40 percent of revenue, it's more like 25 percent:
Shame on Pogue for uncritically reprinting easily-disprovable nonsense.
]]>@thehouserules: As per my post a bit further up, this is also a problem with AT&T's data block feature. It can't distinguish from data that is being used for internet use vs. data being used for SMS, photo, or video messages that are covered under the messaging/texting plan.
]]>@searonson: I've been an AT&T customer with multiple lines and contracts at one time for over 7 yearas and I've never gotten anything like that from AT&T. I'm with MikeGrenade on this one; sounds like spam that's using a known entity to get you to open the message.
]]>@lmarconi: The only problem with AT&T data block is if you happen to have more than one phone and one of the users sends SMS or picture/video messages. My mother has absolutely no use for the internet but does send picture messages to me and her grandkids. If I have the data feature blocked on her line, it blocks the ability to send pictures and/or video messages (or receiving them). I was told that it's a flaw in the way the software is designed that the CS reps deal with that it doesn't have a separate option for just internet data - it's all data. So I used a suggestion from an earlier post and disabled the internet button on my mom's phone.
]]>@Wombatish: My mother's phone has that PTT button and it's exactly as you stated - right on the side where you grip it to talk or view the screen. Wish I could find a way to disable that button's function like I did with the internet button in the middle of the directional keys.
]]>I can say for sure that this one is false, I put the data block on my wife's phone after she got it because of accidental charges and her or the kids have seen the no available message and we have received no charges. It appears that no one verifies what someone says before posting it here.
]]>Hopefully, Google will correct Verizon's wayward behavior, especially if Verizon wants to attract new customers away from the allure of AT&T and the iPhone.
]]>That will show you how Sprint charges.
]]>www.consumercellular.com in my future.
]]>No big deal, I thought, until I was charged a FULL month (~$60.00) even though I only used two days of service. I called, and complained, and easily ate up $60 worth of their time bitching and complaining. In threatened to just pay with AMEX and dispute the charge, to which the CSR replied, "please don't ruin your credit for this $60." WHAT. THE. F.
If that class-action is started, I can't wait to waive my rights, take myself out of the class, and sue on my own. Those people are scumbags.
]]>Really, the pricing is set up such that a la carte data doesn't make much sense. For $5, you can get unlimited.
]]>The button is right on the side of the phone where you'd hit the other button to say, make the clock show. It's right where you hold the phone when talking, too.
And while there is a confirmation screen ("Do you wish to enable PTT? Charges may apply?") I just know some day I will confirm, and the screen and the noise it makes are just annoying. Turn it off unless I have push to talk on my plan.
]]>There is also irony in paying $1.99 or more to download a 'demo' of an app or game that you are considering purchasing. I was shocked when I got a bill for $20 after looking through the games and downloading a 2 demos.
While I'm on the subject, it also makes me angry that nearly every game available through Verizon has no demo or even a screen shot. Instead you get a 1 sentence description to make your decision on (granted you don't have internet access.)
In the end I only use my phone for phone calls, calender, camera, and the handful of app's that come stock with the phone.
]]>@RecordStoreToughGuy_IsBeing(pur)SuedByAMonster: They very definitely do. When I worked for Sprint, they had an entire separate department for accounts that large - we were barely allowed to look at them. They got ridiculous white-glove treatment. It just showed me that Sprint knows how to be consumer-friendly, it just doesn't want to unless your monthly bill is at least six figures.
And no, I'm not talking about the insane discounts and lack of contracts - I understand that. I'm talking about the "Call a single time to get what you need done, no questions or hassle" stuff that we were actively discouraged from doing.
Things like, say, removing a phone's IP address.
]]>@xtc46 - thinksmarter on twitter: All the big carriers do treat business accounts differently. Probably to try and squeeze more units out of them.
]]>I'm not saying this didn't happen to the OP, I'm just saying I don't think it's standard practice across the board.
]]>I have a five year-old Samsung flip-phone with real, actual buttons (not touch-screen buttons), and you have to flip it open to get at the buttons. Also, the thickness of it means that it rides clipped to my hip, not in my pocket, so the chances of accidental dialing are pretty much zero.
Of course, I don't have a data plan, anyway, because of the price -- and the fact that I'd go blind trying to read Web pages on its teeny-assed screen.
]]>When you opened the browser you could use My Verizon--check your bill etc. This was free to everyone, as was data usage you incurred while browsing the Get It Now store. If you explicitly asked for Mobile Web this would unlock Mobile Web and having that service cost you around $7 a month. They didn't really meter bandwidth either.
Then they realized that locking out the feature for people who had no interest in it was FAR less profitable than throwing the gates open and shooting you with a $1.99 penalty dart whenever you poked your head in.
Imagine if just surfing past a pay-per-view movie channel for a second charged you a minimum of $1.99. This is what those bastards are doing. One more reason I'm glad I dumped them.
]]>Personally I haven't had the problem. Data is disabled on my phone and you have to go through multiple steps to get to the stuff that costs extra.
]]>Then I got the generic firmware and erased all the T-Mobile garbage off the phone, and didn't look back.
]]>@Corydon: Yeah, this. You can turn it off if you want, but at least on my default the "Connect to internet?" dialog is enabled by default.
I do it on occasion too (especially when trying to mess with options, some of which require going online -- pft) and haven't fallen into any of these traps.
]]>I am old. I have a Verizon Voyager. I NEVER have problems pushing the correct buttons or screen icons. I NEVER use my phone while driving the car; I pull off the road instead. Yes, I got a couple of data charges when I was first learning how to use the phone. I went to the Verizon store and politely worked with the rep to have all of the charges removed. I pay attention to what I am doing to prevent user errors. I even read the manual. And, I RARELY believe conspiracy stories like this one.
]]>@igoooorrrr: As stated before by other commenters, many phones (many on AT&T and made by LG) have a center button that is designated for the browser and it's function can not be re-programmed. On my old Motorola there was a camera button on the side and it was the same thing; couldn't be re-programmed to activate anything else.
]]>@soundreasoning: A lot of phones you can not change the mapping/function of the buttons (I had one that had a camera button on the side that I constantly was hitting and you could not change that button's function). My mom's current cell from LG has a center "internet browser" button surrounded by directional buttons and it's function can not be changed either. This design is on purpose to get people to use the internet features on the phone, pure and simple.
]]>@Nick1693: And the nice thing about this (I have kids and they never look before doing something - they "accidental button push" rate is higher with them vs. the adults) blocking is that AT&T doesn't charge for the service and doesn't charge for sending you a notice that the feature is blocked. I love my AT&T service (even more so now that I'm a new iPhone owner!).
]]>I know that if you have AT&T, you can disable data (including texting).
]]>Now I'm lucky enough to be using one of the rare smart phones that doesn't require a data plan, the old Moto Q, and if I wanted to use the web, I'd have to open a menu and scroll to it. I guess, take that, Verizon...
]]>AT&T, if you're reading this, give your CSRs a raise, they deserve it!
]]>@Raekwon: I just called AT&T to find out. I can't disable internet device-side with the crappy Ericsson I've got, so I just had one of their CSR's do it for me. She checked my recent billing history and said that I get 5 cents one month, 22 cents another month, 13 cents another month, & so on. Nothing as bad as the $1.99 fee, but still, I had her disable everything for me.
The rep also, kindly, recognized by my lack of voice that I am sick. While waiting for all of my account info to load, she gave me a home remedy for my throat. (Honey, lemon juice, dark rum, all in hot tea.) I wish all CSR's were as human as she was!
]]>he never cancelled the order, I had to fight for months to get all of the charges reversed.
SCUMBAGS.
]]>It happened again in the next month so I called back. I got a different rep of course, but this one told me that the internet was never block. This CSR did it.
Above all, I can still text pictures, videos without any issue.
]]>The feds need to look at the monopoly Verizon has set up in less populated areas combined with the insane fees they charge compared to all of the competition.
]]>Verizon needs a federal investigation.
]]>The one I got last month really made me mad. I got the $1.99 data fee and a ringtone download. There is no way to accidentally select and download a ringtone. I have not downloaded a ring tone for over a year (the month I got this phone). I emailed Verizon. They took it off my bill but claimed I really did download it so they basically called me a liar and said they would only reverse the charge that one time.
This $1.99 hot key scam need some FCC or FTC review.
]]>@willdude: you're my favorite now :)
]]>@MikeGrenade: You could just buy an unlocked razr on ebay. I bought one for my mom, no at&t branding and no stupid internet buttons. Also, contrary to AT&T you CAN DISABLE internet usage without affecting picture and text messaging.
I disabled internet on my unlocked phone I was using on AT&T (Pebl) and my moms unlocked razr. AT&T had a billing error and kept charging me data for pic messages. I called tech support and told the guy whats up. He understood where reps couldn't and knew exactly what I did.
Basically just make a fake internet settings that point no where and apply it just for internet use. It's up on the web somewhere, and only takes a minute to do.
]]>I use Verizon and I do not get charged each time I hit the up arrow button. I'm on Mobile Web right now. I have two options. My Verizon which is FREE and I can use it to check my balance, usage, etc. but I have never been charged for using it. Now if I go down to Mobile Web I know I will get charged but I've never been charged once for accessing the free service.
]]>Not that I do not think that Verizon has on a halo, but to be fair, I have had Verizon for my carrier over four years and they have been great in crediting those sneaky fees that have appeared on my bill. I did immediately have the mobile web blocked and I read my manual to my phone and changed the shortcut key to a useful feature for myself. I do believe that it would be fair if the mobile web was accessible only if the consumer requested the feature, but its Corporate America and they will find anyway they can to make the almighty dollar. So be pro-active, go over your bill before you pay it, take accountability for your actions and if it's the carrier's actions that needs to be addressed then do so.
]]>Apparently they couldn't allow picture messages but block the internet, so I had them re-enable the internet. They flat out told me to just be careful and not hit the mobile web button. Gee, thanks.
]]>Did I just get lucky getting the only two phone models that can be reprogrammed?
]]>I'm not sure what you mean at all. I haven't looked but I'm sure the data charges are stipulated in the contract, and I'm also sure that Verizon stipulates that the "Get it now" counts as data.
What I think you might be trying to say is that Verizon should somehow be compelled to disclaim that the avg. user makes a particular mistaken button press and particular number of times during the course of a contract period of some sort. Why?
I'm sorry but you're just not right from a legal standpoint.
Now the people who have standing are people who block data. Unless Verizon describes its data plan as mitigating the possible charges instead of erasing them, or if it markets it has an effective way to incur zero charges on data, then they are liable to those people. but if they market it as a way to "control" charges they're probably okay.
]]>@Zanorfes: I came across this trick here on the internets to prevent accidental data usage on AT&T without permanently disabling data transfers. Find your Network Profiles (on my phone it's in the Connections setting). Make a new profile with no username or password. Now go to MEdia Net's account settings (my phone: MEdia Net -> Browser Settings -> Accounts) and select that new junk profile as the one MEdia Net uses. Now it can't connect of course, it'll just time out. I haven't had any erroneus data charges since I've done this and I could always switch back to the working profile if I absolutely needed to.
]]>I'll admit, that sounds half as sinister as the tipster made "Alternatives to Data Blocks" sound.
I guess I feel it's fair to disclose the fact that my boyfriend is an engineer for VZW - but I was a Virgin Mobile customer during the first two years of the relationship and my phones with that carrier had the same shortcuts (minus VZ Navigator, of course). Based on comments, it seems VZW and Virgin aren't alone in this shortcut practice. Perhaps enough people wish to connect to the interwebs for the button to be warranted.
If data blocks aren't fully solving the problem because customers might still get charged on accident and it's eating up precious customer service hours and causing all sorts of fuss - I commend VZW for finding a more reliable way to help their customers solve the issue permanently.
Now, this is just me, but I can see this problem costing VZW more than it earns them revenue. If people are reporting the incidents, and the money is being returned, you're not just giving $2 back to a customer. You're paying a CSR to handle the claim, an accountant to keep the books up to date, auditors to keep an eye on the situation, and a team to research and evaluate the ongoing issue. Millions of incidents probably equals millions of dollars lost from refunds.
]]>You can easily change the function of this button through the options on pretty much every phone.
]]>If it is physical a little epoxy glue carefully applied could prevent if from ever being depressed again.
If it is a touch screen button then my condolences. Consider looking for a phone that gives you the ability to mitigate this problem... one that is easily hacked / jail breaked...
]]>I came in here to say the same thing. I've been on verizon for about 6 years now and have never had a data charge on my account that I didn't explicitly agree to (by knowingly using a service that incurred data charges).
]]>CHALLENGE.
I notice that a button gets inadvertantly pressed on my Verizon phone every once in a while, but I've never been charged a $1.99 data usage fee for a 1/2 second connection.
Maybe I'm just lucky.
]]>This math just doesn't make sense. Verizon Wireless did $4.1BN in data revenue (most of which is texting revenue) last quarter. If this is right ($300MM/month), then nearly 1/4 of total data revenue, and 1/2 of non-texting data revenue, was driven by accidental button presses. That seems amazingly high.
Looking at it another way, if we assume about 30% of Verizon customers have some sort of data plan (mobile web, blackberry, etc etc), then that means that there were about 60 million Verizon customers who could in theory be hit by this fee. That's $5/month for each of them, or 2.5 incidents per month per person. That also seems amazingly high.
While I don't doubt this problem exists, it seems like the actual # of incidents (and hence the $ generated for Verizon) is way inflated.
]]>All the class would get is a couple of bucks and the right not to sue.
]]>@IndyJaws: yeah, problem is with class action, your settlement will be a $1.99 credit on your phone bill...good for 1 mistake usage =P
]]>ATT: You didn't hear about this minimum MB charge, right? Nothing for you to see here. Just move along.
]]>It is not right. HOWEVER, the couple of times I have seen a $1.99 data charge on my Verizon bill, I have e-mailed and gotten immediate credit.
Are we saying millions of customers just pay the $1.99? Now, that is plain stupid.
]]>Before, it was 1c per kilobyte.
Now, its $2 per megabyte.
So instead of getting a 3c charge for accidentally hitting the internet button you're now getting a $2 charge.
]]>I have verizon phones and have for years (Verizon is hands down the best when it comes to business phones so I have kept them with all businesses who I have any say in cell phone choice)
They have always allowed us to block this feature and once blocked we incur no charges. At my last job, I managed 150+ cell phones under verizon. About 15 of those were smartphones and had unlimited data, the rest were regular phones, we similay called, and said "block data and all extra services on all accounts except" and it was done. No data, no text, no music downloads, no games, no 3rd party billings. No problem. We then added text to a handful of them, still no problem.
I think this guy is full of crap.
]]>I'm not sure if they charge to download ringtones and such (I don't spend money on such things generally although my other half does). IIRC they don't, but I could be wrong.
]]>@Scuba Steve: You know, I absolutely despise most class action lawsuits, but in this case, I'd have to agree. This is outright fraud, plain and simple.
]]>@willdude: Awesome!
]]>2 words: Class Action.
Take em down, and take em down hard.
]]>@TCama: Most phones allow you to do that. The Samsung ACH phones had icon buttons, IIRC, so changing what they did wasn't an option. And none of mine ever gave me a prompt about the data.
]]>This happened with all of my Verizon phones. Even if you call and ask for them to block internet, it's a risk for you to try it out because it probably won't work and then you're saddled with that $1.99 charge. I called to get my money back and ask them to block internet on my phone, and they said that they would do that - but I doubt it ever got fixed. I was just much more careful about that up button.
]]>@TCama: I was going to say something along these lines. Most phones allow you to re-assign these keys to different functions. My phone is kind enough to remind me that accessing the mobile browser may incur charges and makes me say it's okay before it loads it. I wonder if others do the same, or if I'm being charged even though it asks me that.
]]>Now if Verizon could tell me why my phone started downloading songs on its own and charging me $1.99 for the priviledge, while at the same time saying sorry, we can't reverse the charges because you had to agree twice to the download.
Another conspiracy? You tell me anonymous Verizon employee consumerist reader.
]]>Verizon has obviously designed it that way as well, incorporating user error via a poor UI into a ripe profit center.
]]>