Confirmed(ish): Helio getting rid of “Video Virus” fees.
Posted by Greg Kumparak on July 1st, 2007 at 01:13 AM
A few days ago, we mentioned that Helio had begun charging for access to (the otherwise free) Mobile Youtube with their “Video Virus” package option. The package was an additional 7 dollars on top of whatever package fee that Helio customers already paid for Phone service with Mobile Internet access.
This didn’t exactly tide over well with most Helio customers. Within a few minutes, visitors of Heliocity and HoFo sent a fairly constant stream of feedback in Helio’s direction. (Shout outs to Digg, Engadget, and countless other blogs for mentioning our post!)
Helio Listened.
More after the giddy jump.
First: Last night, it was pointed out that the Video Virus package was no longer an option on the user account page.
Second: A few hours ago, we got an anonymous e-mail letting us know that Helio was heavily considering reversing the “Video Virus” package due to the feedback they’d gotten.
Finally: Just a few moments ago, cien750hp posted a screen shot from his account management page (under which he had enabled “Video Virus” prior to its disappearance) which says “DO NOT SELL –Good news, We are transitioning this service to be FREE!”.
We verified the authenticity of this screenshot by biting the bullet and enabling “Video Virus” through the Mobile Youtube redirection page. (The redirect hasn’t been undone just yet - apparently this is part of the transition.) Sure enough - “Video Virus” will soon be free, effectively ridding Mobile Youtube of the much-hated tollbooth.
Buckets of points to Helio for being one of the very few companies around willing to listen to their customers. Thousands of people wrote in letting Helio know that they weren’t happy with the new fees and Helio listened.
We’ll wait until the “transitioning” is over (Read: Whenever the m.youtube.com redirect is cancelled out) until we consider it absolutely official - but if everything keeps heading in this direction Helio deserves some recognition. They got an earful when we were mad, don’t forget to let them know that they’ve done something good.
July 1st, 2007 at 1:16 am
[...] Update: Helio listened. [...]
July 1st, 2007 at 2:44 am
Wow, this is amazing… I have been following this site for a while because of my interest in the Helio and the Ocean in particular, and if this becomes official news, I will most likely become a new Helio customer within a week.
A company that actually listens?! I can’t wait for a confirmation!
July 1st, 2007 at 5:09 am
It’s true! I recently found this site and since I do Customer Service for Helio I was very interested in what was posted on this site. Now when we get to the screen to add Video Virus it does in fact say free. I’m thinking that when it’s all over with it won’t even be something we, as CSR will have to add. BTW, Ala Carte can now include 500 text messages or unlimited which is GREAT news!
July 1st, 2007 at 7:28 am
Great news…so should we still expect an exclusive youtube application? That would be awesome.
July 1st, 2007 at 8:56 am
any idea when this will become free?
July 1st, 2007 at 9:54 am
I’m not a huge youtube fan, I probably would’ve never or rarely used the service, but I bought the Ocean and signed up on Friday and it’s great to see that they really paid attention and did the “right thing” rather than weather the storm. Great to see a company respond to customer reaction like that.
July 1st, 2007 at 12:00 pm
awesome.
July 1st, 2007 at 12:37 pm
I have been with Helio from day one. The only reason I gave Helio a chance was because I believed that the company was going to be different, and they have proven me right time after time. This would be one more example of Helio making good on their promises.
July 1st, 2007 at 5:12 pm
This is very good news. Not so much the fact that the service will be free, but the fact that there is a cell provider that LISTENS!
July 1st, 2007 at 5:30 pm
We can still add the Video Virus application but it’s free now. Also will be available in the applications and IF YOU ARE CHARGED FOR YOUTUBE MOBILE give us a call and we’ll credit your account for the 5.99! It’s free as of yesterday but again there is a chance you might see a charge if it was added before then so call, thanks! Love this site and spend alot of time discussing it with my supervisor and even had her submit an email over the YouTube issue.
July 2nd, 2007 at 7:20 am
Well its not free yet. I just activated YouTube and got an email that says they charged me for video virus. It does not says how much though.
July 2nd, 2007 at 12:03 pm
YAAAAAAY~ CONGRATS TO EVERYONE WHO WROTE IN!!!! We did it, we did it we did it!!! This is totally exciting- good job everyone. This made my week. I never thought they would listen!
July 2nd, 2007 at 5:34 pm
It’s official… Video Virus is no longer listed under Premium content. Youtube, ebaumsworld, etc are now located under Viral in the free section. Thanks Helio!
July 24th, 2007 at 11:11 pm
[...] may surprise some to see a fee attached. However, unlike other fees, it doesn’t seem unreasonable to us. This application surely took quite a bit of work on [...]
October 22nd, 2007 at 7:23 pm
I love my helio!! Now if only the Patriot SD micro cards worked?!!! I was just instructed to go to walmart to buy one and would only get a credit on my account after getting it??? Okay, what in the world.
December 6th, 2007 at 3:40 pm
Their unlimited plan is NOT unlimited. I sent them an email regarding pre-sales. I wanted to know if they had software to tether to PC’s and they said no and it was against their TOS. They also said that they only allowed up to 50mb per month. I can not find the email currently but I think that really does suck =\
December 7th, 2007 at 1:10 am
Michael, you were informed wrong. Unlimited is unlimited, it is just in their TOS that anything past 160mb can be deemed as abusive (only to save themselves). You can go over it no problem, but if you are really abusing (such as tethering, which isn’t possible anyway) then they can terminate you.
May 24th, 2008 at 10:08 pm
I bought a brand new helio ocean and when I reported a manufacturer’s defect, the tech support refused to listen until I had to call them over and over. Finally they agreed to send me a replacement phone, only for me to realize that they sent me a “used” phone. When I brought it to their attention by phone, they advised me that their contract states that replacements sent for defective phones are always refurbished. I fought this by attempting to speak to a manager, but was never transferred to one. They reverted to e-mailing me back that they were in the right to send me a refurbished phone in exchange for the brand new one that I bought that was defective in the first place.
Can anyone explain to me how this is right? Try buying a lemon car and the dealership telling you that you will be give a used car to replace it. Wow!!! By the way, their call center is not in the US and the reps appear to not get why their logic does not make sense to me as an American.