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reverend-mayhem t1_ja2lx73 wrote

Reply to comment by SugarinSaltShaker in Volkswagen says company requiring payment for location of abducted child near Libertyville was ‘serious breach of policy’ by 2_Sheds_Jackson

There was no warrant. Detectives needed to gain access to a vehicle’s GPS after said vehicle had been stolen with a 2 year-old still inside.

From the article:

>“Volkswagen has a procedure in place with a third-party provider for Car-Net Support Services involving emergency requests from law enforcement,” Gillies said.

>“They have executed this process successfully in previous incidents. Unfortunately, in this instance, there was a serious breach of the process. We are addressing the situation with the parties involved,” Gillies added.

I’m pretty sure the “breach of policy” VW is referring to is actually that the VW employee responding to the detective’s call didn’t adhere to company policy & immediately direct them to a specific emergency division or whatever of the third-party company that handles their GPS services & instead flatly said they couldn’t give access to vehicle GPS unless that service was paid for as the free trial period had run out.

Honestly, in any job if I was approached by somebody claiming to be police & urgently asking for private information, I wouldn’t try to take on the situation myself - that’s what a superior is paid to handle. Hand that shit off immediately. The weird part of all this to me is that the employee tried to manage a potentially extremely sensitive situation all on their own.

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spaceforcerecruit t1_ja2sjgm wrote

If it’s anything like my work experience, the guy tried to get direction or find a supervisor to transfer to but no one would respond to their messages. Left without direction and with no one backing them up, they panicked and defaulted to their scripts for what to do when a normal call about GPS comes in.

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palabradot t1_ja2zg3i wrote

Wow. Every last CS place I've worked in, there are clear procedures about what to do if someone identifying themselves as legal counsel or law enforcement call the line.

In most cases, nope, I wouldn't have been taking that call other than to get the name and where they're calling from so I can transfer to a supervisor to handle it. OR law enforcement has their own line to call that gets them directly to a supervisor.

So either this guy didn't listen that day, got told 'this rarely happens' and forgot, or couldn't find any person to transfer that to.

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WaytoomanyUIDs t1_ja7d6xm wrote

And their knowledge base was even more convoluted then the ones I encountered when doing call center work so they couldn't find the number for the dedicated line. Or they didn't even have the level of access to find it.

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