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Great article. This problem goes far beyond PSN though. The sheer amount of account recovery processes companies offer that are poorly designed is astounding.
by Kaveren 8y ago
Great article. This problem goes far beyond PSN though. The sheer amount of account recovery processes companies offer that are poorly designed is astounding.
In particular, SMS has been a notoriously strong attack vector for _years_, and companies played catch-up very slowly. Maybe it's still offered because phones in the developing world don't have much space for Google Authenticator or something, but that's a stretch.
- inopinatus 8y agoSpeaking as a company that deals with frequent account resets I’ll add that account holders routinely confuse the issue with poorly/inaccurately specified identities, duplicate accounts, and obsolete contact details. We do our best to apply strict and fair rules, but some cases still get evaluated on a balance of merits and history. I can also safely say that customers who struggle to enter their date of birth consistently see 2FA schemes as an insurmountable barrier. These are 1% issues but the volume grows linearly with user base, unlike other support issues which we can automate away or use the ecosystem to assist. I haven’t yet found a way to deal with these cases that scales any better, and I just know it’s going to be a marginal cost issue later. (I don’t think any of this applies to the case in this article, no sympathy for Sony’s dismal support)