Dear Jack Clarke, Charlie Rostron, Nabil Patel and Jade Pritchard (they work for Dixons Carphone)…
Did you realise that you were working for an organisation which is extremely NOT customer focused – one might even say that it operates on Stalinist principles – me included (harsh..but fair)!
Some time ago I got an email, totally out of the blue, trying to sell me something – it came from the Dixons Carphone group – frankly I had no idea the last time I bought anything from them and wondered why in this world of GDPR, that they still had my personal information!!
So I responded to the email and asked them to remove my details – and there begins the tedious (I’ll try and make it exciting for you dear reader – like by adding in pictures 🙂 ) saga – that is still going on today – despite what they may think!
The nub of this is their failure to believe I am who I say I am – and then, on the basis that they don’t accept that I am who I say I am they go on to publish some of my personal information via the very channel that they refuse to accept that I am who I say I am…
Anyway as is normally the case in these types of sagas you have to read back in time from the end to the beginning, to see how things have developed…but I thought I’d assist you, dear reader, by producing my most recent communication up top and then you can read through the history from the start and understand my acute levels of vexation 🙂 I’ve separated each message with a horizontal line – so you can take a breather whenever you like.
So, to set the scene, I’m responding to an email which has a link to take me to their portal so I can read an update from them….
Dear Sirs please be advised that I shall be forwarding details of our “conversations” to the Data Protection Registrar as I believe that you are in breach of the latest regulations. Your overbearing approach seems intent to stop individuals having their personal data removed rather than making it the right which is enschrined in the relevant legislation – GDPR.
Plus the fact that, despite refusing to accept that I am who I say I am, through this email channel, you appear to have no problems with publicising my home telephone number – and that is surely a failure to protect my identity.
I have been out of the country and unable to respond to your continuous refusals to accept who I am and now you elect to refuse my request.
Well all I can say is that even after I have completed my discussions with the Information Commissioner I shall ensure that I will never purchase another item from your organisation and should I ever receive a single piece of marketing communication from you I shall seriously consider taking you to the small claims court for the time, effort and stress that dealing with you has caused me.
Yours increasingly irritated
…so having typed in the screed I hit send to let them know of my current state of mind 🙂 and guess what…
..so I entered my email – to gain access to “your dedicated” privacy portal – not anyone else’s but MINE! – er, how do they know it’s me? By entering my email obviously (doh!) – the same email that they have been using to communicate communicate with me…
And so, just like that, they “verify” my identity enough to allow me to access the conversation via their portal…but it would seem that it’s not good enough to allow them to actually ACT on my initial request…
Now I’ve been both irritated and on holiday recently (I wasn’t irritated on holiday even though the rain did fall horizontally and the sun did hide away behind the grey clouds for most of the time) so I hadn’t got round to responding to previous emails – but the last one, saying that they’d withdrawn my request really p*ssed me off (like REALLY P*SSED ME OFF) so, that’s why we are where we are right now..
Private and Confidential
Thank you for your request.
Due to the nature of these requests our company policy is to ensure that we are always dealing with the right customer, especially when this might involve providing personal data back to a customer or making changes to customer data, including the deletion of customer data.
We always delete the data provided to identify the customer at the closure of the request.
Unfortunately, without proof of identity we will not be able to proceed with your request.
If we do not receive confirmation of identity within 5 working days then we will close down your request.”