I’m seeing an increase in the level of abuse of mobile networks by companies operating on the wrong side of the edge of business ethics.

First off is the text spam that is coming through, with messages such as:

Congratulations, your number has made you Apple’s Winner! Goto http://www.apple.com.ca.llhf.net and enter code iWin to claim you Apple product

The other item comes to me from my associate in California who tells me that he was billed $9.99 by T-Mobile associated with text spam from an outfit called Newfittipz. T-Mobile told him they couldn’t refund the money to him or stop the service. He had to reach the company.

To what extent is the mobile industry taking sufficient steps to guard against these annoyances? Are there industry members that are tolerant of these abusive practices and facilitating their text network interconnection because of the profit opportunity?

Free is a good price. Consumers like free offers.

However, some service providers find it is tough to compete with free offers from their competitors.

In March, GATPE Services, operating as Miniphone.ca filed an application with the CRTC, seeking an order to direct Fongo, Dell Voice, and Fibernetics  to stop offering VoIP services for free in Montreal, claiming that free services contravene two sections of the Telecom Act:

27. (1) Every rate charged by a Canadian carrier for a telecommunications service shall be just and reasonable.

…

27. (6) Notwithstanding subsections (1) and (2), a Canadian carrier may provide telecommunications services at no charge or at a reduced rate

The file itself is somewhat interesting. It appears that the application had been filed without the use of regulatory professionals or lawyers and the filings read somewhat like a transcribed stream of consciousness conversation. To its credit, the CRTC set out a process to review the complaint, helping to ensure that Miniphone’s complaint was able to receive a proper review.

The Commission notes that it forbore from regulating the rates for retail telecommunications services provided by CLECs because it found that those services are subject to competition sufficient to protect the interests of users. The Commission also notes that this is consistent with the Policy Direction, which directed the Commission to rely on market forces to the maximum extent feasible.

In the end, however, the CRTC was not going to order the end of free VoIP services. The CRTC denied Miniphone’s request. To start with, Dell Voice and Fongo aren’t Canadian Carriers, and so the relevant sections of the Telecom Act didn’t apply to them. Sections 27(1) and 27(6) don’t apply to CLECs – these sections have drawn interesting complaints in the past when incumbents offered free services, but that is a different matter.

My daughter has always been a fan of the TELUS animals.

I think it started a few years ago with the hippopotamus ads for Christmas.

She was a big fan of last year’s Critter Contest, where the public was asked to vote for the next mascot – the saw-whet owl beat out the pot-bellied pig and otter for the title.

So, when she was waiting to change planes in Istanbul last week, she was reading a news story, that she immediately wanted to share with me.

I knew right away that I had to forward it to my friends at TELUS:

OMG I WANT A BABY MARMOSET COULD YOU DIE FROM THE CUTENESS? AND HOW HAS TELUS NOT CAPITALIZED ON THIS PHONE-SELLING FACE?

You have to admit he is a cute little guy.

I sent out a tweet with her message.

My daughter: “OMG I want a baby marmoset! How has @telus not capitalized on this ‘phone-selling’ face?”j.mp/O1ggci #CDNtech

— Mark Goldberg (@Mark_Goldberg) July 26, 2012

Yesterday I saw that a bunch of folks at TELUS wanted to fulfill my daughter’s wish.

@mark_goldberg We heard one of our fans loves Marmosets. So we adopted one from the WWF on her behalf. Check it out. ow.ly/cH11Y

— TELUS (@TELUS) August 2, 2012

There is a page on the TELUS website that tells the story. All of this was done in one week.

There are different ways for companies to deal with social media, engaging with customers in a real time, world-wide focus group.

How effective is your social media strategy?

It has been a few days of little annoyances with a range of our devices.

My son’s computer suffered an unrecoverable mechanical disk failure; my wife’s computer crashed; our TV service was out for the opening weekend of the Olympics; this blog was off the air for a couple days due to a server crash; we blew out a turn signal on a car designed for dealers to replace lights. And so on.

Throughout, we have encountered great service people who did their best to empathize while restoring service. The best customer service experience was on the way home today. The turn signal blew out as we got on the highway, meaning that lane changes were going to be a problem. So at lunch time, we pulled off the highway at Orillia and took the car into a dealer to get the bulb replaced.

We were travelling with our dog, meaning that we needed a place for lunch that was furry friendly.

The Montana’s restaurant had a bench in a shady spot in the front that looked good for a picnic, but the staff went above and beyond for us. They set up a table for us, with full service using real cutlery and plates. They even brought a bowl of cool water for Tobi.

It was above and beyond our expectations, maybe because we often don’t see people in national chain restaurants who love their jobs. It reaffirmed my view that business is done between people and that great customer service needs great people.

How do you build a passionate workforce?

I wrote a guest post for the expertIP blog entitled: “Canada can’t afford a digital divide.”

The message is familiar to my frequent readers: providing refurbished computers and low cost internet connections into low income households with school aged children. Develop a network of partners to provide technical support and digital literacy skills development.

The programmes that we have been proposing don’t need government money as much as they need leadership.

Is anyone hearing the call?