New Virgin phone apps ran up a bill

Ultrasonic

Hobb wrote: »

If I was not aware the phone was already set to update the apps on a daily basis, and there was no notification of this by the company, why is that my fault?

At heart, you did not use the product in the manner for which it was sold (i.e. using the sim and contract agreed with Virgin mobile), and as such I do not see how you have any justification to complain to Virgin.

The 'manuals' that come with smartphones are rubbish, I'll give you that. Virgin have though gone to the trouble of providing basic guides like this:

http://virgin.tmtx.co.uk/faqs/?lc=en&p=samsung_galaxyaceplus

I also think it is reasonable for a company to expect a certain amount of knowledge from customers. Saucepans don't come with instructions telling you how to cook.

grumbler

Guys_Dad wrote: »

But you said the manual was superficial! The point I was making is really this. If you buy into technology, then learn it and don't complain if your lack of knowledge costs you money.

My VW manual is extremely superficial too. However I've never felt like buying a workshop manual for it.

Hobb wrote: »

No, but I think it would have been reasonable to either be informed of that fact or be allowed to choose for myself which apps should be activated in such a way or not.

You have to blame (or sue?) Samsung then, not Virgin.

katejo

Hobb wrote: »

No. We both have monthly Virgin sims. I called them to ask about an offer posted on HUKD (where I also found out about MSE), and they offered me a new contract. Nice phone, just not for me.

I also have a monthly with Virgin. I recently asked if I could change to a new contract but was told I would have to wait until my current contract was nearly up (another 7 months to go).

Guys_Dad

grumbler wrote: »

My VW manual is extremely superficial too. However I've never felt like buying a workshop manual for it.

OK then. What is your solution to this particular situation to prevent anyone else getting into the same situation? And having data roaming costs?

grumbler

Generally, any smartphone has to be sold with mobile data switched off as default because the background data usage is pretty much unpredictable unlike calls/texts. If you switch it on, there has to be a warning. As simple as that.

A similar separate warning has to be for data roaming.

A warning on the first pages of even a brief manual would help too.

Failing that, the network selling a smartphone has to warn the customer.

Guys_Dad

There are always at least two ways of looking at things.

grumbler wrote: »

Generally, any smartphone has to be sold with mobile data switched off as default because the background data usage is pretty much unpredictable unlike calls/texts. If you switch it on, there has to be a warning. As simple as that. Then be prepared for lots of returns to shops/online stores with complaints that "It isn't working. Can't get Apps, or my Google Account" Same people who don't read manuals

A similar separate warning has to be for data roaming. " I was travelling overseas and my handset would not work so no one could ring me"

A warning on the first pages of even a brief manual would help too. Agreed

Failing that, the network selling a smartphone has to worn the customer. Possibly, but Networks don't always know that a particular sim card is going in a smart phone. Allow me to bring this back to this particular thread and let me quote from a previous poster "What sort of notifications did you expect? That your phone was using mobile data that your wife's account was enabled for? or "I totally agree with Virgin. Whose else fault can it be? They have sold the phone on a contract with data"" Ring a bell??:rotfl:

Emy1501

Guys_Dad wrote: »

OK then. What is your solution to this particular situation to prevent anyone else getting into the same situation? And having data roaming costs?

Pretty simple in that Data, background data, data roaming is turned off by default and has to be activated.

Data roaming is turned off by default on my phone and on my previous phone you had to turn on data and got a big warning about potential costs. It was the same with background data.

Reminds me of the in app argument with Apple where we got stung for £150. I was pretty surprised when apple reimbursed the money with no argument but I later found out that the US courts had not agreed with the argument that this should be left on by default.

Guys_Dad

Hobb wrote: »

A few months ago I bought a new phone and contract from Virgin mobile. Its a Samsung Galaxy Ace 2. It came with a sim contract.

After a couple of months we checked with Virgin mobile and it appears the phone is pre-loaded with several apps that automatically update several times a day. As she didn't have a data allowance on her contract, she was duly charged for it at the standard rates, which ran up the £20+ bill.

Just re-read this.

So you had the handset yourself for a couple of months? Well I have a couple of Androids and when I get an automatic update, it indicates that on the top line.

It seems to me, therefore, that one of the following must have occurred during your tenure of the handset.

(a) You didn't notice that icons showing that apps had been updated automatically
(b) The Galaxy Ace doesn't tell you when an app is updated automatically
(c) Virgin Mobile somehow doesn't indicate that an app has been updated
(d) Offending apps added after you stopped using it.

I stand by my main point that if you are going to get a new bit of technology, from a mobile phone to a washing machine to a microwave, then you need to get a basic understanding of the kit involved. You may not remember, but when microwaves first came out, a number sparking when people put metal dishes in them.

grumbler

Guys_Dad wrote: »

There are always at least two ways of looking at things.

...Then be prepared for lots of returns to shops/online stores with complaints that "It isn't working. Can't get Apps, or my Google Account" Same people who don't read manuals

If they don't read manuals then the same problem exists for any appliance. I wouldn't be able to operate my washing machine, dishasher, TVs, PVR etc without reading the manual first. And even after many years I keep looking into manuals sometimes.

I was travelling overseas and my handset would not work so no one could ring me"

Well, some networks have roaming switched off on their side by default and pass you through a (internal?) credit check if you ask to enable it.

Possibly, but Networks don't always know that a particular sim card is going in a smart phone.

They have to warn when selling a smartphone, not a sim.

Allow me to bring this back to this particular thread and let me quote from a previous poster
"What sort of notifications did you expect? That your phone was using mobile data that your wife's account was enabled for? or "I totally agree with Virgin. Whose else fault can it be? They have sold the phone on a contract with data"" Ring a bell??

In this case it wasn't Virgin's fault, but what I suggest could have prevented this happening.

indesisiv

I must say that on every smartphone i have had. When you first start it up it will as you if you want to have data. You press yes, it then pops up a screen saying warning, you may incur data charges .. blah blah.
Pressing accept then downloads the settings for your phone to use data.
So at some point this must have happened??