Amazon is now engaged in an “Iliad” of a lawsuit, defending its Prime membership system against federal allegations of deception. A trial has begun where the U.S. government will attempt to prove that the company’s internal codename for its cancellation process was a fitting description of an intentionally difficult consumer ordeal.
The Federal Trade Commission argues that the “Iliad” flow was the final piece of a consumer trap. The first piece, according to the lawsuit, was the use of “dark patterns” at checkout. These manipulative designs allegedly tricked millions of users into enrolling in the $139-a-year service without their informed consent.
The government contends that the “Iliad” system was a calculated strategy to retain these subscribers by making the process of leaving as painful as possible. The complaint details a confusing, multi-page journey that the FTC says was designed to make customers give up in frustration.
This trial represents a significant challenge to the business practices that have helped make Amazon a global powerhouse. As part of a broader crackdown on Big Tech, federal regulators are signaling that they will no longer tolerate designs that prioritize corporate profits over clear consumer choice.
Amazon is contesting the allegations, stating that the company works tirelessly to make its services user-friendly and easy to manage. Its legal team will argue that the FTC is punishing the company for its success and that the claims about deceptive design are unfounded and based on outdated information.