T-Mobile apologizes for deleting dead girl’s voicemail after free trial promotion, message not retrievable

By on Mar 24, 2012 in Lifestyle, Technology, United States Comments

Cellphone carrier T-Mobile apologized for erasing the voicemail of Faron Butler’s daughter, Rhema, who passed away last June due to cancer, after he joined their free trial of a messaging service, but noted that the message is not retrievable.

Faron Butler’s cellphone, showing his family
Image Credit: ABC News video

As reported earlier, Faron Butler was interviewed at ABC News on Friday, March 23, 2012, and told them that his 14-year old daughter left a voice message on his cellphone, which he frequently listen especially if he has a bad day.

However, T-Mobile released a statement on their official website apologizing to the Butler family for the incident and for not informing Faron that his daughter’s message could possibly be deleted during the free trial, but noted the voice message was deleted permanently and cannot be retrieved.

T-Mobile deeply regrets the sorrow the Butler family is experiencing. If we could retrieve this voicemail for the family we absolutely would, but unfortunately that is not possible. When saving voice mail messages long-term, customers receive an alert and are prompted to resave messages that they’d like to keep.” A statement reads at T-Mobile.com.

“Unfortunately, when the voicemail-to-text feature was added, it applied a shorter window for resaving messages, and the voicemail message was deleted. We sincerely apologize that the Butlers were not adequately made aware of this possibility and are working internally to assure this information is clearly communicated to customers in the future.” T-Mobile added.

Nevertheless, Mr. Butler hired lawyer Chris Crew, who said that “it’s technically unbelievable” for T-Mobile to make that statement, noting that they are preparing legal action asking a court to force T-Mobile to retrieve the voice mails and may file a negligence suit against the company.

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