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"I'm not sure how to solve this problem" Easy. CSR has exactly the same screen as you do. With the same security questions as you have. In this case it seems,
by atirip 14y ago
"I'm not sure how to solve this problem"
Easy. CSR has exactly the same screen as you do. With the same security questions as you have. In this case it seems, those questions were never asked. You design CSR frontend where they must themselves answer those questions before proceed. You may pay off that CSR, but she/he does not know answers to those questions so she/he can not do a thing.
If you forgot answer to those questions, alert is escalated, which needs two together CSR's + their supervisor to unlock your account + you must make Facetime call + whole process gets documented carefully.
What did I miss?
- ChuckMcM 14y agoThat is an interesting approach. Given the retail presence Apple has the opportunity to ask you to go to an Apple store in person and talk with service personnel there. One could easily put a picture on file (every Apple device has a camera now) of the owner, and the two bits of information: 1) You have the device with you 2) You are the same person as the picture of the owner Would set a reasonably high bar to cross.
- teach 14y agoI suspect there are a LOT of places in the United States that are a few hours' drive from the closest Apple store.
- draebek 14y agoI agree, I bet there are a ton of Apple users for whom going to an Apple store could be a real pain. However, they could make it an optional account security feature. (Then they just have to handle "you got hacked? Well, that's your fault for turning down our free enhanced security feature!")