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Home Depot Sued for Letting Google Secretly Listen to Customer Calls

The Home DepotA California consumer recently sued The Home Depot and Google for wiretapping and privacy law violations. See complaint. What did these companies allegedly do? Something you would never expect!

Apparently, sine 2021, The Home Depot has been utilizing a Google service called Cloud Contact Center AI. It monitors and analyzes customer service calls in real time, and based on the information being talked about in the call, Google provides suggestions to the live Home Depot agent of what to say to the consumer next.

*MOUSE PRINT:

The consumer says:

23. Plaintiff was not aware, and had no reason to believe, that his communications were simultaneously being disclosed to a third party: Google. Plaintiff was not informed at the beginning of his calls that Google would be monitoring and recording the calls.

24. When Plaintiff spoke with human Home Depot customer service representatives, he had a reasonable expectation that the conversation was only between himself and Home Depot.

It is unclear, if like most companies, The Home Depot announces that calls are being recorded. Even if it does, such a statement clearly does not disclose, that another company, Google, is also listening in.

Under the California Invasion of Privacy Act it is illegal for anyone without authorization who “reads, or attempts to read, or learn the contents or meaning of any message, report, or communication while the same is in transit or passing over any wire, line, or cable…”

The consumer’s lawyers are asking the court to grant injunctive relief to have the companies immediately stop the practices complained of unless all parties to the conversation have been informed of and agreed to the practice.

How do you feel about a company secretly using AI (artificial intelligence) to analyze customer service conversations?

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When is a Price Lock Not a Price Lock?

There has been an unwritten rule applicable to some cell plans: Your monthly rate will not go up as long as you keep your current plan. Certainly, this is not true for all plans and all companies, but many people have benefited from this traditionally.

As some companies began raising rates, in May 2022, T-Mobile, the “uncarrier,” introduced Price Lock to formalize their policy.

In January 2023, here is how T-Mobile advertised “Price Lock.”

Price Lock

Even the fine print was pretty straight forward.

*MOUSE PRINT:

Price Lock fine print

If you were in most of their major plans, your monthly rate would stay put. Period.

Now, in 2024, T-Mobile decided to redefine what it means by “Price Lock” for new customers or people switching plans.

*MOUSE PRINT:

Price lock fine print 2024

The policy now says if they raise your price and you decide to switch carriers, they will pay your final bill, as reported here.

So to answer the question posed in the headline of this story, “When is a price lock not a price lock?” Answer: When T-Mobile offers it.

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Metro’s $20 Home Internet Has No Catches?

Metro by T-Mobile is a prepaid cell service provider (formerly Metro PCS) that also offers 5G home internet. In this commercial that began running last month, they promise an unbelievable deal — only $20 a month for internet service. And they say there are no catches and no “exploding bills.”



Click arrow to play commercial

No catches? Really?

*MOUSE PRINT:

Metro fine print

In order to get the $20 internet service you have to (1) qualify for the federal Affordable Connectivity Program (ACP), (2) buy a monthly cell phone plan from Metro, (3) pay $25 the first month not $20, (4) sign up for autopay, and (5) be able to access the 5G service which is only available in certain cities/areas.

The federal program provides a $30 a month discount to those with households whose income is no more than 200% of the federal poverty level or if at least one person is on Medicaid, Section 8, or one of several other social welfare programs. Metro’s advertised $20 monthly rate already reflects that $30 discount.

On top of all that, this federal program is winding down this week and will no longer accept applications after February 7, 2024! The money for existing enrollees is expected to run out by May. And then, contrary to the Metro’s promise of “no exploding bills,” subscribers’ monthly bills will likely more than double.

Despite the FCC’s January 11 announcement of the end of the ACP program, Metro continued to run the commercials for their $20 internet service at least through January 26.

We asked Metro’s PR folks if it was fair to orally advertise “no catches” (1) when there were so many qualifications only disclosed in fine print, and (2) when the vast majority of viewers will not be eligible for the advertised price. The company responded in relevant part:

We are in the process of replacing this ad prior to the last day of sign ups. {A] key goal of this campaign [is] … to help educate millions of Americans … about a more affordable, flexible option for home internet. Of course, all the advertising always noted that ACP was eligible for “qualifying customers” in larger font.

I’m sorry, the net impression created by that ad is that Metro itself is offering $20 internet with no strings attached. The requirement of first needing to be approved for a federal program is anything but clearly disclosed (and certainly not in large type). It’s great if a company wants to promote a federal program to help lower income people with their bills, but just come out and say that’s what it really is.

In our view, then, this ad is extremely misleading as presented. We’ve asked the National Advertising Division (NAD) of Better Business Bureau National Programs to review the case.

What do you think of advertising like this?