Where do you go when your smart home decides you’re not welcome?

Jackson soon discovered that Amazon suspended his account because a Black delivery driver who’d come to his house the previous day had reported hearing racist remarks from his video doorbell. In a brief email sent to Jackson at 3 a.m., the company explained how it unilaterally placed all of his linked devices and services on hold as it commenced an internal investigation.

The accusations baffled Jackson. He and his family are Black. When he reviewed the doorbell’s footage, he saw that nobody was home at the time of the delivery. At a loss for what could have prompted the accusation of racism, he suspected the driver had misinterpreted the doorbell’s automated response: “Excuse me, can I help you?”

  • SARGEx117@lemmy.worldEnglish
    55·
    10 months ago

    “a company arbitrarily decided a person isn’t allowed to use the things they have bought and paid for, essentially stealing his money by not providing the good or service that was paid for, it’s totally fine”

    -You

    • mvirts@lemmy.worldEnglish
      235·
      10 months ago

      Definitely a huge concern, but Amazon didn’t erase this guy :P In a very real sense, this guy was fine and was still able to use most of his tech via Siri integration. I’m actually kind of glad Amazon is trying to shut down services for bigots.

        • mvirts@lemmy.worldEnglish
          319·
          10 months ago

          He wasn’t, but if the head of the kkk got a complaint the ban would have stuck for much longer

        • unoriginalsin@lemmy.worldEnglish
          320·
          10 months ago

          As it turned out, he wasn’t. But when they stopped servicing him, they had every reason to believe that he was.

          Do you continue to service a customer whose behavior is otherwise unacceptable until you’re absolutely sure he’s a bigot? Or do you abide by your legal obligation to protect your workers from such behavior?

          I don’t know if Amazon did the worst thing here, but I don’t know that the best thing is far off from what they did.

          • ansik@kbin.social
            10·
            10 months ago

            Who at Amazon would be hurt by a bigot using their Echo or doorbell? Stopping deliveries sure but this is a couple of steps further.

            • unoriginalsin@lemmy.worldEnglish
              16·
              10 months ago

              Who at Amazon would be hurt by a bigot using their Echo or doorbell?

              That’s a great question and I don’t know what kind of exposure Amazon employees have to audio logs from those devices but I’m certain there’s some sure to required troubleshooting and debugging.

              Stopping deliveries sure but this is a couple of steps further.

              I also don’t know how integrated the various aspects of a user’s account are and whether it would even be possible for Amazon to have taken a smaller step.

      • Harvey656@lemmy.worldEnglish
        161·
        10 months ago

        Tell me you didn’t read the article without telling me you didn’t read the article.

        • mvirts@lemmy.worldEnglish
          210·
          10 months ago

          It was only Jackson’s technical skills and particular automated home setup that saved him from what could have been a larger lockout. “My home was fine as I just used Siri or [a] locally hosted dashboard if I wanted to change a light’s color or something of that nature,” he explained.