A newly filed lawsuit alleges that GameStop is secretly recording, transcribing and sharing private data from customer conversations with its support chat, for marketing purposes. By doing so without the customer’s consent, GameStop is violating multiple US privacy laws.
Also, GameStop has allegedly violated the California Invasion of Privacy Act (CIPA), which prohibits the creation of transcripts based on website visitors without obtaining prior consent.
In general, complying with the law is fairly straightforward, as many websites notify visitors of the possibility of such recordings, but the website of GameStop it doesn’t, supposedly.
Beyond even that, GameStop appears to be accused of sharing those transcripts with a third party that is in the business of collecting personal data from online users “for marketing and other purposes.” The lawsuit claims that Zendesk, a customer support service provider, is intercepting and using these secret transcripts, rather than strictly providing purported customer support.
As reported, the suit states that “Given the nature of Defendant’s business, website visitors often share highly personal and sensitive data with Defendant when using the website’s chat feature“.
“Consumers would be shocked and horrified to learn that Defendant secretly creates transcripts of those conversations and shares them with a third party.“, stated.
GameStop has not publicly commented on this lawsuit and, at least at this time, is not likely to do so. However, until things are cleared up, users in the countries where the company operates should be careful when using the website’s chat function for security.
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