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It's called "human error". And it happens. A lot. I don't know how much training Apple provides to it's customer service reps (does Apple even run their own CS
by crag 14y ago
It's called "human error". And it happens. A lot. I don't know how much training Apple provides to it's customer service reps (does Apple even run their own CS or is it farmed out?); but nothing can prevent "human error".
- prof_hobart 14y agoNothing can prevent human error. But systems can be set up in such a way that limits the risk of that human error causing failure. If the agent has to actually enter the answers before being able to issue a temporary password, then (assuming the author is correct) this particular problem wouldn't have happened.
- rhizome 14y ago"Human error" doesn't explain continuing the process after failing the security questions, unless by human error you mean merely that "someone did it."
- jasonlingx 14y agoIt's not human error. Their policy allowed for password resets given these 2 bits of information. Wired retried it and verified that it was indeed the case.
- sigkill 14y agoThere's this joke about hiring the cheapest security guard to watch over your most prized possession. I'm not only talking about the wages being paid to the Apple CSR, but also of their technical ability to know the value of the data they possess. Sure, if I was a facebook db admin I'd be semantically satiated with the data, but that doesn't mean it isn't important.