The security of the personal data is not guaranteed.
Again a fuss about DHL's complaint handling. DHL previously announced that it would stop customer contact via Facebook and Twitter, ostensibly due to data protection. DHL says in a tweet that it will stop contacting customers via social media such as Facebook and Twitter because the security of personal data can no longer be guaranteed. The parcel service advises social media users to contact them by phone or via the live chat on the website.
"Just a disguised way to stop showing the negative messages and complaints publicly."
The decision of DHL Netherlands to stop customer service via Twitter and Facebook is remarkable. In recent years, DHL Nederland kept in touch with customers on the two platforms via private messages, who often had questions or (delivery) complaints. In the private messages, data such as a customer's address were exchanged. There is a strong suspicion that the many complaints about deliveries that go wrong are reason to close the social channels and to go into hiding in the anonymity of the chatbot and an often unreachable telephone help desk.
negative reactions
Not all customers are happy with the strategy. For example, being on Twitter complaints to find about an overloaded chat and a telephone queue of half an hour, after which the connection was lost. There is a very good chance that the company will stop providing customer service on Twitter because there are a lot of negative messages about DHL as a whole and especially about the safe delivery of packages which they also do not guarantee. Now that social media remains closed, complaints are pouring in about the live chat with a robot that can give no help at all and is repetitive.
handtekening
The misery about missing and undelivered parcels arose during the corona crisis. The recipient's signature was suddenly no longer necessary because the delivery person signed for receipt himself. In itself very remarkable given that all control is lost in the delivery. For example, there are stories about packages that are 'less of a trace' and of which the deliverer indicates that the customer has really received it. It is urgent that the signature before receiving is again necessary to solve the problems in the sector and ensure delivery.
data processing
Another problem via Twitter or Facebook is that in most cases there is data processing and the providers of the platforms are American. Since the Privacy Shield in July 2020, data may not just be sent from the European Union to the US.
“There is in any case a transfer if a party is used that is physically established in the US and also processes data there. There is also already a transfer if the data remains physically in Europe, but is viewed by parties in, for example, the US.”
The Privacy Shield is the regulation by which the European Commission authorizes the transfer of personal data to the US. The European Court of Justice finds that the personal data that companies send from Europe to the United States is less well protected than in the European Union. The court has annulled the 2016 Privacy Shield.
