Amazon confirmed an Echo owner’s privacy-sensitive allegation on Thursday, after Seattle CBS affiliate KIRO-7 reported that an Echo device in Oregon sent private audio to someone on a user’s contact list without permission.
“Unplug your Alexa devices right now,” the user, Danielle (no last name given), was told by her husband’s colleague in Seattle after he received full audio recordings between her and her husband, according to the KIRO-7 report.
After calling Amazon customer service, Danielle said she received the following explanation and response: “‘Our engineers went through all of your logs. They saw exactly what you told us, exactly what you said happened, and we’re sorry.’ He apologized like 15 times in a matter of 30 minutes. ‘This is something we need to fix.'”
Danielle next asked exactly why the device sent recorded audio to a contact: “He said the device guessed what we were saying.” Danielle didn’t explain exactly how much time passed between the incident, which happened “two weeks ago,” and this customer service response.
When contacted by KIRO-7, Amazon confirmed the report and added in a statement that the company “determined this was an extremely rare occurrence.” Amazon didn’t clarify whether that meant such automatic audio-forwarding features had been built into all Echo devices up until that point, but the company added that “we are taking steps to avoid this from happening in the future.”
This follows a 2017 criminal trial in which Amazon initially fought to squash demands for audio captured by an Amazon Echo device related to a murder investigation. The company eventually capitulated.
Amazon did not immediately respond to Ars Technica’s questions about how this user’s audio-share was triggered.