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Amazon accuses customer of racism & shuts down their smart home!

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PlainName:
I think the online requirement is a simple way of enforcing subscriptions, which is the new investment scam and everyone wants a finger in the pie.

MK14:

--- Quote from: tszaboo on June 14, 2023, 08:32:21 pm ---
--- Quote from: MK14 on June 12, 2023, 11:24:38 pm ---I have a degree of sympathy for Amazon.

There was a potentially fairly serious incident (big enough to get an Amazon customer, banned from using Amazon services), being reported.  So, they rightly informed the customer, investigated it and after a reasonable period of time took reasonable actions to reactivate the customers account.

--- End quote ---
What if it was a racist remark? Is it illegal to make a racist remark in the USA?
What if you make a sexist remark to your wife as a joke, and you both laugh about it, but Alexa is there to listen to you.
What if you tell your delivery guy to shove the package where the sun doesn't shine because he stepped in the flower garden that you worked on for hours.
None of these things are illegal, and all of these things are happening on your property. Why do we let corporations dictate us what is moral and what is not?
I reserve my right to be rude to people, and I don't want corporations to 1984 me with crimestop and thought police.

--- End quote ---

When a company delivers (and/or initiates lots of deliveries), something like 7.7 Billion packages per year, Globally.

Source:
https://theconversation.com/how-many-amazon-packages-get-delivered-each-year-187587

It is inevitable that on some occasions, less than perfect customers, will sometimes (hopefully extremely rarely), be encountered.  Such as racial incidents, sexual misconduct, dishonesty, violence and other criminal acts

E.g.

--- Quote ---Amazon Driver Killed in Suspected Dog Attack While Delivering Package
--- End quote ---

https://www.cnet.com/tech/services-and-software/amazon-driver-killed-in-suspected-dog-attack-while-delivering-package/

So the Amazon employee care manager and/or team (I don't know how Amazon actually do things like that), has to handle a wide range of concerns and complaints about customers, and decide how to react.

Presumably they can decide to take no action, warn the customer, ban that customers account or even contact the Police.

Which is generally true of all businesses.

james_s:

--- Quote from: MK14 on June 14, 2023, 02:05:41 am ---These days, I suspect Amazon is beginning to slip on the customer service front.  I don't think they are still the cheapest supplier (especially for very low cost items), any more, either.

--- End quote ---

They have very much been slipping. For some time now you can no longer simply email them, you have to use their chat or phone support system which connects you to a cell center in India. They very often are not the cheapest supplier, not even close, and you have to watch out for the minefield of items that are not even fulfilled by Amazon themselves.

james_s:

--- Quote from: MK14 on June 12, 2023, 11:24:38 pm ---I have a degree of sympathy for Amazon.

There was a potentially fairly serious incident (big enough to get an Amazon customer, banned from using Amazon services), being reported.  So, they rightly informed the customer, investigated it and after a reasonable period of time took reasonable actions to reactivate the customers account.

Also we need to be careful, because we are hearing only one side of the story.  Perhaps the door-bell message was somewhat abrupt, and a bit rude, without being racist as such.

--- End quote ---

It doesn't matter what happened, their response was still unacceptable, what they did was "shoot first and ask questions later", ie guilty until proven innocent. It needs to be the other way around, they must investigate first and determine that an offense did in fact take place before taking action against the person that committed the offense. You need to have proof of guilt prior to administering punishment, this was clearly not an immediate threat to life that could justify an immediate emergency response.

MK14:

--- Quote from: james_s on June 15, 2023, 09:42:03 pm ---It doesn't matter what happened, their response was still unacceptable, what they did was "shoot first and ask questions later", ie guilty until proven innocent. It needs to be the other way around, they must investigate first and determine that an offense did in fact take place before taking action against the person that committed the offense. You need to have proof of guilt prior to administering punishment, this was clearly not an immediate threat to life that could justify an immediate emergency response.

--- End quote ---

It's Amazon's decision, how to handle situations like the one in this thread.

Example/Analogy:
Let's say, another poster on here, appeared to be racially attacking another member.

It is THEIR decision, how to handle the situation (just like it was Amazons).

The member, could decide to ignore the apparently racist remark and carry on.
They could PM the person, in private, or publicly reply to the apparently racist post, against them.
They could report it to the moderator team, or even PM the mod team.

So, it is up to Amazon, how to react to such developments.

Sure, you can criticise and disagree, with how Amazon handled it in this situation.  But since you and everyone is free to either do business with Amazon, or not.  That shouldn't be a big problem (possible Monopoly aside).

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