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Tell HN: Support chat turns on camera in Amazon app

10 points by voakbasda ↗ HN
I received a gift from Amazon that I didn’t want, so I attempted to return it. Turned out to be “non-returnable” (food related), so I was directed to talk to support for a refund.

During that chat session, I noticed the iOS camera indicator was on. Pulling down the toolbar showed that it was the Amazon app. I went to my settings and disabled it, which cause the app to quit and lose my chat session.

I am shaken by the fact that they were probably watching me. This was a serious invasion of my privacy, and I didn’t even finish the refund process. How is this legal?

8 comments

[ 4.3 ms ] story [ 31.0 ms ] thread
theGeatZhopa
It may be just a bug. Amazon is to big to do such things on purpose.

There is a valid case to use the cam while Support:

Fraud detection (hehe. Several accounts, but same face. Duked!)

If you need to show something.

Some people, like hearing & speaking disabled, may want to see & be seen for support reasons.

After disabling, is it still possible to use the app? If not, it's a bug. If yes, then start another ticket and ask them that :)

I don't want to have the big 3 ad-network-providers on my phone (ama, Goog, meta) as they're earning money with insights into the users. Because of that, I disabled all official apps on my phone and if I'm in need to use their service, I use my browser. Browsers also allow the most functions, that an app may want. But usually, I'm asked whether I want to allow. The best part, if I do not consent, the website still works as intended (because the main target of a Website is stationary desktop and a lot of computers aren't equipped with a cam. So, no cam, must still work).

So, it's up to you. You have the power of choice. Use it wisely you must (master Yoda, 247 BC)

Still terrifying. Do you have a possibility to apply some kind of a videofilter to hide your face? On Samsung I can blur the background and do some basic effect, if I reconcile properly.

voisin
I have used the support chat multiple times in the last two months and never seen the light come on indicating the camera was activated. I am inclined to think this is a feature that they are testing (maybe a video chat support) rather than wide release.
bitshiftfaced
This has nothing to do with the main topic, but I'm curious now. Amazon lets you get refunds for things you just "didn't want"?
voakbasda
This is fairly standard policy for any big box stores when it comes to gifts. Otherwise, the gift economy would collapse (along with holiday sales), as no one would take the risk of buying things that might not be wanted.
bitshiftfaced
I can understand that, but this isn't even a return. The poster presumably will keep it, since it's non-returnable and get a refund.
voakbasda
I want to return it. I do not want to keep it, but that decision is up to Amazon.
puffybuf
They lose money on returns but just accept the loss since they still make money. It is harder on third party sellers.
bitshiftfaced
But this isn't a return. The poster said the item was non-returnable, so they're apparently keeping it and getting a refund on something they didn't even buy.