Missey Smith is the mother of Kelsey Smith. I wrote about Kelsey’s case on Friday because Missy and her husband Greg intend to seek a law change to compel companies to respond more quickly to requests from police.
Missey Smith contacted me because she wanted to add some information to Friday’s post. Here is what Missey told me:
“Kelsey’s phone was in my name. I asked Verizon to ping Kelsey’s phone within hours of her being missing. They said they couldn’t. We were referred to our account online to see what activity there was. Of course there was none. “
“There was a subpoena issued. Verizon has not answered by “why” information wasn’t given. From my understanding, it took an FBI expert to walk their technicians through how to do what the police were asking for.”
“When we met with the officials from Verizon we were told we didn’t use the correct terminology. They don’t (or didn’t) use the terminology ‘ping’.”
“We asked Verizon to go back and check their protocol and change what did not work that night. I was told several months later by Verizon that they found their protocol to be adequate.”
Missey’s experience with Verizon chills me to the bone. I appreciate all of the bloggers who posted on Friday about Verizon Wireless and Kelsey Smith. I heard from several people, via comments and email about some of the legal and privacy issues that may have slowed Verizon Wireless down in getting the information to the police.
In the last few days, I’ve also found out additional information. There is the 2007 case of Washington State resident Tanya Ryder. Ryder had a car accident and was injured, trapped. Tanya Ryder was found alive over 3 days later. King County Washington Sheriff’s office issued a statement on October 3, 2007 about the case. You can click here to read the statement but you might find this interesting:
“If we’d had timely access to the cell phone information in the Tanya Rider case, she could have been found on Monday, rather than 3½ days later.”
Ryder’s cell phone company? Verizon Wireless. Tanya Ryder’s accident was just a few months after Kelsey Smith’s murder. Ryder’s accident was probably close to the time period of the meeting where Verizon told the grief stricken parents, who were trying to help other victims and families, that the company protocol was adequate.
In August 2008, a Verizon subscriber called 911 from her cell phone.
Vermont resident Francine Morgan called 911 and waited two hours for help. By the time the police arrived, Francine had been shot and killed by her son. Here is a re-print from an article in the Rutland Vermont newspaper, on Aug 12, 2008 about the delays getting help to Francine.
The thread that is consistent in all three of the cases is Verizon Wireless. I am printing off the posts from Friday and the posts from today, as well as all comments and I am sending it to the President of Verizon.
If you have not left a comment, please do so. I want to send a giant letter to Verizon because it is time for Verizon and other corporations to start behaving decently. Please comment and pass along to your friends.
Go here to read “Verizon Wireless, Kelsey Smith: Update #1″
I appreciate all the support and website awareness my post from Friday about Kelsey generated. Here’s a from my friend Beth over at TechMamas about the technology available to parents to keep track of kids via cell phones.
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{ 10 comments }
Responsibility and accountability are lacking in our corporatize culture .When a child is missing or a person is in immediate danger, everything else needs to stop, customer service agents need to be empowered to do whatever it takes to help–How can we help you…and oh my God how did we fail you and what could we do differently are the questions should have asked in the before and after. Verizon failed. No amount of policy, or paperwork can change that fact.
Just wanted to clarify the information you have posted regarding Tanya Rider. She was missing for 8 days not 3. Like Kelsey’s case it seems law enforcement had to jump through hoops to get information. Very validating to find other cases of Verizon’s lack of clear cut cooperation with their adequate protocols.
This is just so disgusting. I switched to Verizon from another provider because of their “great service”, but this has me reconsidering. I’m glad I don’t have a contract with them. I can’t imagine what the negative repercussions would be for them to just comply with police instead of wading through protocol.
Go WTM go. All I can say is wow, what evidence WOULD support a change in protocols!? Thanks for spreading the word. Sadly, there are 4 Verizon phones at my house.
Do the executives at Verizon Wireless not have loved ones of their own?
I have a few accounts with the company. This certainly makes me want to reconsider those contracts.
chilling example of how a life saving tool goes so unused.
Here’s the thing, if you want to market to mommies you need to respond when our children are kidnapped, raped or murdered.
Everything else we can negotiate.
Wow, I actually sound reasonable.
I stumbled it.
I am the wife of a police detective with 12 years of experience and works closely with homicide/sexual assault and general crimes units of his department. After reading this article, I ran to his home office (room next to my desk) and questioned him about the issues he faces when dealing with Verizon from a law enforcement perspective. He stated that this article is correct, he has also had many occasions where he has had to work with numerous cell phone companies (not just Verizon) and there are major problems with the way they handle emergencies with police. He stated that he was under the impression that a new law (at least her in California) was being passed that allowed law enforcement to obtain emergency information from cell phone companies and get the search warrants later in the investigation, but wasn’t 100 % sure. He stated he is often very frustrated with cell phone companies that delay serious and time sensitive investigations. I hope that the president of Verizon does understand the urgency of the situations highlighted in the articles and instead of trying to cover the companies butt, stands up as an advocate for change. I would love to see all the major cell phone companies meet with law enforcement experts and come up with a protocol that is national, effective and ensures the public’s safety.
All cell phone companies and any other entities, who can help and help quickly in emergency situations, should get their policies and procedures in place today, for future situations. TODAY! With economic instablility staring us in the face now, who knows what may be needed shortly. They can set simple checks to be sure information is truly being requested by law enforcement and give them whatever they require at that moment. Perhaps something as simple as an okay from a manager to streamline the process, would be the only change. We have 4 Verizon phones in the family, but that doesn’t mean other companies have their ducks in a row either. These harsh events give society an opportunity to improve. Do it!
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