Sunday, July 22, 2007

Virginia – Joshua Brady, a former Sprint Nextel customer, has had his cellular phone account shut off, but not because he wasn’t paying the phone bill, or even because he was late on payments, but because a customer service representative who assisted him, began to call him outside of her job, and make death threats to him in September of 2006. She was never fired for her actions, Brady says.

Brady has agreed to be interviewed by Wikinews to tell his story. All information and claims have been logged with Brady’s attorney and federal authorities.

The representative from Sprint Nextel, who for safety reasons is only being identified as Jessica, was working at the company’s call center in Ontario, Canada where Brady’s call to customer service was directed. According to Brady, Jessica then began to call him outside of her job duties at the call center after their first contact.

Brady called the center around 6:00 p.m. (eastern time) on a Saturday and attempted to receive help on a billing question and to find a way to stop prank calls. Brady requested a “soc code”, a code placed into the phone, that would allow for the number that was pranking him to be blocked. Unfortunately, Jessica did not know what that was, but tried unsuccessfully to find it. According to Brady, the only thing she could find was “the ANI feature call centers have.”

Brady then described to Jessica the billing issue he was having. He was being charged “for text messages I was not making”, even though he had unlimited text messaging with his billing plan. Meanwhile, Jessica called for a supervisor to help locate the code. As this customer service request over the phone was taking quite a bit of time, the two of them then started to discuss what two people would normally discuss if just chatting; sports, the weather, movies and music and if Virginia was a nice place to go on vacation. The supervisor then came by Jessica’s station with no luck on finding a code.

Later that night, around 10:30 p.m., Brady received a call. He answered it and much to his surprise, it was Jessica. He answered the phone with the usual “hello” and the voice on the other end answered with “hello Josh.” Brady was “surprised” that she had not said “hello Mr. Brady.”

“I then asked who it was, and she said Jessica. She told me about her day, and hoped that I did not mind her calling.” Then according to Brady, she started to describe how much she hated working in a call center, and how the job “pays the bills”, and asked if she could “come visit me sometime”. Brady said that he “immediately started to record” the call. Brady also stated that Jessica was not aware she was being recorded, and that further conversations were recorded without her knowing.

The call lasted about 15 minutes, but Brady said she “spoke so fast and moved along through things” that he “didn’t have a chance to talk if I wanted to. It [the call] ended with me interrupting her and telling her I had to go to dinner with a friend.”

Brady immediately called customer care back and reported Jessica’s actions to a supervisor (Jason), and the Floor Manager (Also named Jessica) at the Coos Bay call center, which is where his call happened to be directed. The advice he received was to “play along” and continue to report her actions until they could locate someone “better equipped” to handle the situation.

Jessica then began to call “about every other day or so” which turned out to be almost 30 calls, according to Brady who reported each call she made to Sprint Nextel.

Sprint Nextel then told Jessica to cease and desist all contact with Brady, but that didn’t stop Jessica from contacting him. She somehow found out the screen-name of his AOL Instant Messenger account, and left messages threatening to kill him. Brady logged the messages and faxed them to Sprint, who about a week later sent Brady a letter, saying that his accounts have been terminated.

“The purpose of this letter is to inform our that our office has received a complaint regarding your recent questionable interactions with our customer care group. Recent interactions with our company have prompted us to formally contact you. Sprint Nextel terms and conditions state that “termination of services. consistent with this agreement…”, said the letter from Sprint Nextel.

Brady states that Jessica is still employed with Sprint Nextel, despite the fact that all instant messages left by Jessica were forwarded to Sprint Nextel.

As recently as July 10, 2007, as many as 1,000 accounts were terminated by Sprint Nextel because customers were complaining too much and asking too many questions about billing.

“While we have worked to resolve your issues and questions to the best of our ability, the number of inquiries you have made to us during this time had led us to determine that we are unable to meet your current wireless needs,” said one letter to a sprint customer as recent as June 29, 2007. The letter states that the service will be terminated just one day after the letter was written despite saying they “understand switching to a new carrier causes an inconvenience.”

Two weeks ago, Sprint addressed the media about the mass-cancellations. “These accounts have been researched very carefully,” Sprint spokeswoman Roni Singleton said. “We feel strongly that the decisions we made, we stand by them. These decisions weren’t made lightly.”

“If the average person is calling less than once per month and these people are calling 40 or 50 times more, that takes away from customer service,” Singleton said. “Our priority is to improve the customer experience.”

Wikinews sent e-mails to Sprint Nextel on July 20 regarding the Brady incident; to date no response has been received.

Update: On July 23, 2007, Wikinews received an email response from a Sprint representative, going to some length to explain the termination of the customers who were calling up to hundreds of times a month. No information was given on the Brady case covered in this article; “customer privacy considerations” were cited as the reason and “no comment” was Sprint’s reply.

Tuesday, April 19, 2005

Denunciations of corruption, bribe, collection of bribes from refugees [1] and of sexual scandal involving the peacekeepers [2], [3] threaten the Organization of the United Nations (UN).

The gravest denunciations involve the aid project to Iraq, called Oil-for-Food. Grave denunciations of bribe exist, superfluous accounting and collaboration with the ex-dictator Saddam Hussein, against staff of the UN, companies and politicians of several countries. Even the secretary of the UN, Kofi Annan was suspicious of participation in the plan of corruption. And also grave doubts still hover about his son, Kojo Annan.

The gravity of the denunciations threatens not only the credibility of the UN, but its existence.

Secretary Kofi Annan said that he is going to promote reforms in the organization. [4]

The time is 17:00 (UTC) on May 21st, 2006, and this is Audio Wikinews News Briefs.

Monday, August 6, 2007

At least six miners are trapped approximately 1700 feet underground in a coal mine in Utah after portions of the shaft collapsed. The mine is owned by Utah American Energy and is close to the town of Huntington, Emery County, 160 km south of Salt Lake City.

Robert Murray, The CEO, President, Director and owner of Murray Energy and the owner of Utah American Energy, said during a press conference at 5:00 p.m. (eastern time), an “earthquake caused the collapse at about 3:00 a.m. (mountain time).”

The United States Geological Survey (USGS) recorded what is allegedly a magnitude 3.9 earthquake at 2:48 a.m. (mountain time) on Monday morning 21 km (13 miles) east, southeast of Mount Pleasant, Utah, but the director of the USGS seismology stations Walter Arabasz, says that no earthquake caused the collapse.

Murray states that at least “two mining machines will be brought in to clean out the debris” at the beginning of the collapse and that he will “spare no expense” in rescuing the men.

“We have four rescue teams working to free the trapped miners. We will try four ways to get to the miners which include drilling 1,700 feet from the top of the mountain. We will also drill a hole” in a neighboring mine shaft sealed in 2004 after it was finished being mined that is “about 100 feet from the miners.”

Wednesday, November 30, 2005File:Turing1.jpg

More than 50 programmers, scientists, students, hobbyists and fans of the A.L.I.C.E. chat robot gathered in Guildford, U.K. on Friday to celebrate the tenth birthday of the award winning A.I. On hand was the founder the Loebner Prize, an annual Turing Test, designed to pick out the world’s most human computer according to an experiment laid out by the famous British mathematician Alan Turing more then 50 years ago. Along with A.L.I.C.E.’s chief programmer Dr. Richard S. Wallace, two other Loebner prize winners, Robby Garner and this year’s winner, Rollo Carpenter, also gave presentations, as did other finalists.

The University of Surrey venue was chosen, according to Dr. Wallace, not only because it was outside the U.S. (A.L.I.C.E.’s birthday fell on the Thanksgiving Day weekend holiday there, so he expected few people would attend a conference in America), but also because of its recently erected statue of Alan Turing, who posed the famous A. I. experiment which inspired much of the work on bots like A.L.I.C.E. University of Surrey Digital World Research Centre organizers Lynn and David Hamill were pleased to host the event because it encourages multi-disciplinary interaction, and because of the Centre’s interest in interaction between humans and computers.File:ALICE Birthday Cake.jpg

Dr. Wallace gave a keynote address outlining the history of A.L.I.C.E. and AIML. Many people commented on the fact the he seemed to have moved around a lot in the last ten years, having lived in New York, Pennsylvania, San Francisco, Maine, Amsterdam and Philadelphia, while working on the Alicebot project. The A.L.I.C.E. and AIML software is popular among chat robot enthusiats primarily because of its distribution under the GNU free software license. One of Dr. Wallace’s PowerPoint slides asked the question, “How do you make money from free software?” His answer: memberships, subscriptions, books, directories, syndicated ads, consulting, teaching, and something called the Superbot.

Rollo Carpenter gave a fascinating presentation on his learning bot Jabberwacky, reading from several sample conversations wherein the bot seemed amazingly humanlike. Unlike the free A.L.I.C.E. software, Carpenter uses a proprietary learning approach so that the bot actually mimics the personality of each individual chatter. The more people who chat with Jabberwacky, the better it becomes at this kind of mimicry.

In another interesting presentation, Dr. Hamill related present-day research on chat robots to earlier work on dialog analysis in telephone conversations. Phone calls have many similarities to the one-on-one chats that bots encounter on the web and in IM. Dr. Hamill also related our social expectations of bots to social class structure and how servants were expected to behave in Victorian England. He cited the famous Microsoft paperclip as the most egregius example of a bot that violated all the rules of a good servant’s behavior.

Bots have advanced a long way since philanthropist Hugh Loebner launched his controversial contest 15 years ago. His Turing Test contest, which offers an award of $100,000 for the first program to pass an “audio-visual” version of the game, also awards a bronze medal and $2000 every year for the “most human computer” according to a panel of judges. Huma Shah of the University of Westminster presented examples of bots used by large corporations to help sell furniture, provide the latest information about automotive products, and help customers open bank accounts. Several companies in the U.S. and Europe offer customized bot personalities for corporate web sites.

Even though Turing’s Test remains controversial, this group of enthusiastic developers seems determined to carry on the tradition and try to develop more and more human like chat bots.Hugh Loebner is dedicated to carry on his contest for the rest of his life, in spite of his critics. He hopes that a large enough constituency of winners will exist to keep the competition going well beyond his own lifetime. Dr. Wallace says, “Nobody has gotten rich from chat robots yet, but that doesn’t stop people from trying. There is such a thing as ‘bot fever’. For some people who meet a bot for the first time, it can pass the Turing Test for them, and they get very excited.”

Wednesday, January 18, 2006

London, UK — The Vodafone GPRS (General Packet Radio Service) Mobile Data Network within the UK was off the air for several hours, but Vodafone staff were unable to supply any details as to how or why this had happened. The incident seems to have originated within Southern England, but spread “nationwide” within a short period.

Customers were therefore unable to access data services for a protracted period, including WAP browsing from mobile phones, email from personal devices like Blackberries and Windows Mobile Messengers, and full access over data cards from laptops.

Some criticism has been levelled at the company for failing to provide an easy source of information on the problem, with the only realistic option being to queue for a response from a call centre, as no information could be found on their public-facing website. This practice, whilst far from unique to Vodafone within the telecommunications industry, contrasts poorly with the common practice for most ISPs (Internet Service Providers), who conventionally provide a “system status” page on their website.

Monday, May 14, 2007

Buffalo, New York —A massive warehouse complex of at least 5 buildings caught on fire in Buffalo, New York on 111 Tonawanda Street, sending a plume of thick, jet black colored smoke into the air that could be seen as far away as 40 miles.

As of 6:40 a.m., the fire was under control, and firefighters were attempting to stop it from spreading, but could not get to the center of the fire because of severe amounts of debris. Later in the morning, the fire was extinguished.

“The fire is mostly under debris at this point. It’s under control, but it’s under some debris. We really can’t get to it. We’re just going to have to keep on pouring water on it so it doesn’t spread,” said Thomas Ashe, the fire chief for the North Buffalo based fire division who also added that at one point, at least 125 firefighters were on the scene battling the blaze. One suffered minor injures and was able to take himself to the hospital to seek medical attention.

Shortly after 8:00 p.m. as many as 3 explosions rocked the warehouse sending large mushroom clouds of thick black smoke into the air. After the third explosion, heat could be felt more than 100 feet away. The fire started in the front, one story building then quickly spread to three others, but fire fighters managed to stop the flames from spreading onto the 3 story building all the way at the back.

According to a Buffalo Police officer, who wished not to be named, the fire began at about 7:00 p.m. [Eastern time], starting as a one alarm fire. By 8:00 p.m., three fire companies were on the scene battling the blaze. Police also say that a smaller fire was reported in the same building on Saturday night, which caused little damage.

At the start of the fire, traffic was backed up nearly 4 miles on the 198 expressway going west toward the 190 Interstate and police had to shut down the Tonawanda street exit because the road is too close to the fire.

At one point, traffic on the 198 was moving so slow, at least a dozen people were seen getting out of their cars and walking down the expressway to watch the fire. That prompted as many as 10 police cars to be dispatched to the scene to force individuals back into their cars and close off one of the 2 lanes on the westbound side.

One woman, who wished not to be named as she is close to the owner of the warehouse, said the building is filled with “classic cars, forklifts, and money” and that owner “does not have insurance” coverage on the property. The building is not considered abandoned, but firefighters said that it is vacant.

Officials in Fort Erie, Ontario were also swamped with calls to fire departments when the wind blew the smoke over the Niagra River and into Canada.

It is not known what caused the fire, but a car is suspected to have caught on fire and there are reports from police and hazmat crews, that there were also large barrels of diesel fuel being stored in one building. Firefighters say the cause of the blaze is being treated as “suspicious.” The ATF is investigating the fire and will bring dogs in to search the debris.

Thursday, July 3, 2014

Ian Narev, the CEO of the Commonwealth Bank of Australia, this morning “unreservedly” apologised to clients who lost money in a scandal involving the bank’s financial planning services arm.

Last week, a Senate enquiry found financial advisers from the Commonwealth Bank had made high-risk investments of clients’ money without the clients’ permission, resulting in hundreds of millions of dollars lost. The Senate enquiry called for a Royal Commission into the bank, and the Australian Securities and Investments Commission (ASIC).

Mr Narev stated the bank’s performance in providing financial advice was “unacceptable”, and the bank was launching a scheme to compensate clients who lost money due to the planners’ actions.

In a statement Mr Narev said, “Poor advice provided by some of our advisers between 2003 and 2012 caused financial loss and distress and I am truly sorry for that. […] There have been changes in management, structure and culture. We have also invested in new systems, implemented new processes, enhanced adviser supervision and improved training.”

An investigation by Fairfax Media instigated the Senate inquiry into the Commonwealth Bank’s financial planning division and ASIC.

Whistleblower Jeff Morris, who reported the misconduct of the bank to ASIC six years ago, said in an article for The Sydney Morning Herald that neither the bank nor ASIC should be in control of the compensation program.