IoT company disabled customer’s device remotely over bad review

A few days back, one of the Garagdet’s customer faced some technical difficulties using the iOS app of his internet-connected garage doors opener and left a negative comment on the company’s message board and on Amazon as well.

R. Martin, the customer experiencing issues with the app stated on Amazon that, “Junk – DO NOT WASTE YOUR MONEY – iPhone app is a piece of junk, crashes constantly, a start-up company that obviously has not performed proper quality assurance tests on their products.”

That’s not all, according to Ars Technica he also left a one-star rating on the site as well.

Now, obviously businesses would not like this kind of negative comment, but it looks like the company took this comment so seriously that instead of solving the matter they remotely bricked the device of unhappy Martin by killing the app’s connection to the company’s server.

Garadget’s representatives also replied to Martin:

“Martin,

“The abusive language here and in your negative Amazon review submitted minutes after experiencing a technical difficulty, only demonstrates your poor impulse control. I’m happy to provide the technical support to the customers on my Saturday night but I’m not going to tolerate any tantrums.

“At this time your only option is return Garadget to Amazon for a refund. Your unit ID 2f0036… will be denied server connection.”

However, things did not end here. Due to this response, numerous people started to raise their voice, condemning their childish move and some people even started bashing Garadget’s board message.

In order to cope with the situation, Garadget officials claimed that they took this action to “distance from the toxic individual.”

Now deleted Screenshot shows the conversation between Garadget and Martin

This whole incident leads to one question: Are customers really in charge of their device’s fate when the device runs on vendors’ servers? Perhaps, this is a sign that reliance on IoT industry is not a good thing after all, and we might see this kind of events happening again in the future soon.

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Jahanzaib Hassan