Amazon locks man out of smart home after false allegation in latest tech move.
Brandon Jackson: A Tale of Unwanted Disruption in His Smart Home
Brandon Jackson is not your average homeowner. He has a smart home that allows him to remotely monitor and control various systems, even when he’s not there. From security cameras to lights and thermostats, everything is at his fingertips.
In a recent post on Medium, Jackson shared his unexpected experience. On May 25, his smart home suddenly went dark. His Echo Show signed out, and he lost control over his devices.
Initially, he suspected a data breach, but after investigation, he ruled that out. Confused and with a house full of unresponsive devices, Jackson decided to contact Amazon customer service for help.
“When I connected with the executive, they asked if I knew why my account had been locked,” Jackson continued. “When I answered I was unsure, their tone turned somewhat accusatory.
It turned out that a delivery driver had reported receiving racist remarks from Jackson’s “Ring doorbell.” This complaint led Amazon to lock his account without any evidence or verification.
“Here’s where things got even more baffling,” Jackson related.
Jackson had multiple cameras recording everything on his property, so he could easily verify the driver’s claims. However, after reviewing the footage, he found no evidence of any racist remarks. Instead, his Eufy doorbell had issued an automated response that the driver misinterpreted.
Despite providing video evidence to Amazon, it took nearly a week to get his devices back online. There was no apology or notification that his account had been unlocked.
Throughout this ordeal, Jackson relied on his electronic workarounds to keep his smart home running. He emphasized the need for Amazon to improve its customer service and conflict resolution.
News outlets, including the U.K.’s Daily Mail, have picked up Jackson’s story. Repair guru Louis Rossmann even featured it on his YouTube channel, reaching millions of viewers.
For Jackson, this incident serves as a reminder of the importance of better customer service and incident management. He has contemplated ending his 10-year relationship with Amazon, believing that customers should have full ownership of the devices they purchase.
“If someone bought and paid for a device they should be able to use it, at least on their own property,” he said, “if it doesn’t hurt anyone else.
Jackson hopes that by sharing his story, he can prevent others from experiencing a similar situation. Regardless of race, religion, or beliefs, he believes that if you paid for it, you should own it.
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