Customer takes Bell to court and wins • Hacker News Board

Re: Customer takes Bell to court and wins

#21

Post by ryanlol » Tue, May 01, 2018, 5:29 PM UTC

scrollaway wrote: post #19

TallGuyShort wrote: post #4

>> In a move that was pivotal to his legal case, he requested a transcript of the call I take advantage of the fact that the companies who seem to be the most frustrating to deal with, are courteous enough to begin each phone call stating that "calls may be recorded." I have a call recording app on my phone and on at least 3 occasions I have had a company immediately escalate a phone call to a person who immediately…

Many companies' CSRs are under strict instructions to hang up if they ever get so much as a hint that the conversation may be recorded. I find it utterly disgusting. Online chats, emails etc will always be recorded, why are companies so scared of their phone support being recorded? I hope at some point we get regulation requiring companies to share recorded phonecalls with their customers when they demand it. (I'm no…

>I'm not entirely certain GDPR covers phone calls.

Depends on the content and the information stored alongside it, the medium is irrelevant.

Re: Customer takes Bell to court and wins

#22

Post by giarc » Tue, May 01, 2018, 5:36 PM UTC

ryanlol wrote: post #14

TallGuyShort wrote: post #4

>> In a move that was pivotal to his legal case, he requested a transcript of the call I take advantage of the fact that the companies who seem to be the most frustrating to deal with, are courteous enough to begin each phone call stating that "calls may be recorded." I have a call recording app on my phone and on at least 3 occasions I have had a company immediately escalate a phone call to a person who immediately…

It is utterly ridiculous that iOS is still lacking support for this super basic feature.

It's not really a basic feature. The sandboxing of iOS apps is smart in many ways. Allowing 3rd party access to an native Apple app could open up problems.

Re: Customer takes Bell to court and wins

#23

Post by bcholmes » Tue, May 01, 2018, 5:43 PM UTC

giarc wrote: post #22

ryanlol wrote: post #14

Earlier quoted context omitted.

It is utterly ridiculous that iOS is still lacking support for this super basic feature.

It's not really a basic feature. The sandboxing of iOS apps is smart in many ways. Allowing 3rd party access to an native Apple app could open up problems.

Apple can implement "record call" in the standard phone app, though, without allowing 3rd party access.

Re: Customer takes Bell to court and wins

#24

Post by freeone3000 » Tue, May 01, 2018, 5:44 PM UTC

giarc wrote: post #22

ryanlol wrote: post #14

Earlier quoted context omitted.

It is utterly ridiculous that iOS is still lacking support for this super basic feature.

It's not really a basic feature. The sandboxing of iOS apps is smart in many ways. Allowing 3rd party access to an native Apple app could open up problems.

You don't need to solve the general case, just the specific one - add recording to dialer.

Re: Customer takes Bell to court and wins

#25

Post by rdiddly » Tue, May 01, 2018, 5:45 PM UTC

"Before they got to court, Bell offered Ramsay money to drop the case — $300, roughly the amount Ramsay estimated the telecom would be over-billing him for two years. He declined."

HA!

"Three weeks before the court date, Bell contacted Ramsay again. He was offered $1,000 to settle, but was required to sign a confidentiality agreement. Again, Ramsay declined."

Wow, big spenders! They'll spare no expense! They'll stop at nothing! Would they have gone as high as $1,010? $1,050?!?!

It's almost insulting. Good for this guy. If anyone wants to buy the abridgement of your free speech I hope you'll at least demand appropriate compensation. And I hope if anyone approaches me with that kind of offer, they'll at least have the courtesy not to insult me.

Re: Customer takes Bell to court and wins

#26

Post by thaumasiotes » Tue, May 01, 2018, 5:51 PM UTC

rdiddly wrote: post #25

"Before they got to court, Bell offered Ramsay money to drop the case — $300, roughly the amount Ramsay estimated the telecom would be over-billing him for two years. He declined." HA! "Three weeks before the court date, Bell contacted Ramsay again. He was offered $1,000 to settle, but was required to sign a confidentiality agreement. Again, Ramsay declined." Wow, big spenders! They'll spare no expense! They'll stop…

> They'll stop at nothing! Would they have gone as high as $1,010? $1,050?!?!

The judgment against them was $1,110; how high do you think they should have gone with the settlement offer?

Re: Customer takes Bell to court and wins

#27

Post by larrik » Tue, May 01, 2018, 5:53 PM UTC

TallGuyShort wrote: post #4

>> In a move that was pivotal to his legal case, he requested a transcript of the call I take advantage of the fact that the companies who seem to be the most frustrating to deal with, are courteous enough to begin each phone call stating that "calls may be recorded." I have a call recording app on my phone and on at least 3 occasions I have had a company immediately escalate a phone call to a person who immediately…

I really miss the recording app I had on my Treo. Insanely useful, especially since I miss things in verbal conversations a lot, and it was handy to be able to go back to.

I tried jailbreaking my iPhone a couple times specifically for that feature, but the apps were lame.

Re: Customer takes Bell to court and wins

#28

Post by Spoom » Tue, May 01, 2018, 5:56 PM UTC

TallGuyShort wrote: post #4

>> In a move that was pivotal to his legal case, he requested a transcript of the call I take advantage of the fact that the companies who seem to be the most frustrating to deal with, are courteous enough to begin each phone call stating that "calls may be recorded." I have a call recording app on my phone and on at least 3 occasions I have had a company immediately escalate a phone call to a person who immediately…

I'm guessing companies will eventually change the message to say that they're recording, and place their call center in a two party state, so you have to request their permission to record on your end (which they will decline).

Re: Customer takes Bell to court and wins

#29

Post by mcherm » Tue, May 01, 2018, 5:57 PM UTC

ryanlol wrote: post #14

TallGuyShort wrote: post #4

>> In a move that was pivotal to his legal case, he requested a transcript of the call I take advantage of the fact that the companies who seem to be the most frustrating to deal with, are courteous enough to begin each phone call stating that "calls may be recorded." I have a call recording app on my phone and on at least 3 occasions I have had a company immediately escalate a phone call to a person who immediately…

It is utterly ridiculous that iOS is still lacking support for this super basic feature.

But there's a good reason for that -- as long as legislatures keep making it ILLEGAL to use such a feature, can you really blame Apple for not wanting to offer it?

Re: Customer takes Bell to court and wins

#30

Post by ihsw2 » Tue, May 01, 2018, 5:57 PM UTC

olliej wrote: post #8

It sounds like I’m this case the sales person said an incorrect price (either on accident or deliberate sales person scummy behavior), so this does seem completely reasonable and good? The alternative seems worse

The sales person over-promised in order to land the sale and Bell tried to retroactively modify the terms of the contract (pricing). Hopefully this causes CSRs to cut that shit out and be more upfront about pricing.

It's nothing but ugly and slimy bullshit.