Sunday, 5 December 2021

Amazon apologises for call centre worker sent threats to customer


LONDON: Michael Jacobson received five book recommendations including Death, Follow You Home and Suicide’s An Option..

“We have zero tolerance for any misuse of customer data and have apologised to the customer,” Amazon, which offered Mr Jacobson a £50 goodwill gesture, said.

“The individual involved no longer works for Amazon,” it told the BBC.

Mr Jacobson, a former special constable in London, first contacted Amazon’s help centre after experiencing delivery issues with a package he had ordered in October.

He told You and Yours: “Later that afternoon I checked my emails, and I’d received five, all from Amazon.”

“They were all ostensibly book recommendations but the titles were pretty ominous and threatening, and I was pretty taken aback and I joked with my girlfriend, who I was with at the time, about it being a death threat.”

Amazon apologises for 'threats' to customer

Michael Jacobson

He added: “The more I looked into it, I realised that they had actually been sent manually by an employee at Amazon rather than via an algorithm.”

The books were Death, Follow You Home, The Denial of Death, Death Made Me, and Suicide’s An Option.

Mr Jacobson suspected the recommendations had been sent by an individual, which made him feel anxious about his safety.

“I was concerned, because as soon as I realised that this had been sent by an individual rather than by a computer, it meant an Amazon employee had access to my personal information.”

After getting in touch with Amazon to report the issue, they investigated and found the book recommendations had been sent by a then employee in India.

In an email to Mr Jacobson, Amazon said: “On this occasion, an isolated individual was using the ‘share page’ function on our site to send you the emails in question.

“We are taking this matter very seriously,” the company added, saying also that “corrective actions have been taken internally both in relation to the agent who instigated the emails, and subsequent service failures”.

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