4 ms·

Except I informed them of this issue in January of this year http://imgur.com/GTi2UxJ http://imgur.com/GTi2UxJ Apparently they ignored it :)

by specto 13y ago

kintamanimatt 13y ago
That worries me far more than the actual security issue. Security issues happen to everybody, but so long as too many don't occur, it's the response that shapes my ongoing confidence in that company or product. What's happening on the left side? Is that you or the rep?
- specto 13y ago
  I blocked out my name, the rep is the one with a picture. edit: actually I didn't realize there was a skype window up when I took the screenshot, thanks for warning me...
mey 13y ago
Ok, that is disturbing...
- specto 13y ago
  Honestly, I figured they would realize how important it would be to fix this so I didn't follow up on it once I fixed my own images.
  - coldpie 13y ago
    It's a reality of doing tech support. You get a flood of garbage information ("Hi, I can't access your web page, I get a 404 error. My system has 8 GB of RAM and an Intel 4700K and blah blah blah..."), and have to do your best to sort through and solve the user's problem. Your ticket had two problems described. The tech probably didn't understand the significance of the first problem, and so just discarded the information. Then she answered your second question. When you've got 100 tickets to sort through in your 8 hour day, you simply have to make some compromises on the thoroughness of your response. To get her attention, it would have been better to explain a little about what the consequences are, and request that she have a developer follow up. Make it clear that it's a major security failure and could lead to compromised VMs. Then open a second ticket for your other issue.
    - specto 13y ago
      I completely agree, after realizing I had asked two questions on one ticket I immediately saw I should've done better. However when I received a response that said they were working on it, I understood that to mean it was in the queue to fix.

Except I informed them of this issue in January of this year http://imgur.com/GTi2UxJ http://imgur.com/GTi2UxJ Apparently they ignored it :)

by specto 13y ago

Except I informed them of this issue in January of this year http://imgur.com/GTi2UxJ http://imgur.com/GTi2UxJ Apparently they ignored it :)

kintamanimatt 13y ago

That worries me far more than the actual security issue. Security issues happen to everybody, but so long as too many don't occur, it's the response that shapes my ongoing confidence in that company or product. What's happening on the left side? Is that you or the rep?

specto 13y ago
I blocked out my name, the rep is the one with a picture. edit: actually I didn't realize there was a skype window up when I took the screenshot, thanks for warning me...

mey 13y ago

Ok, that is disturbing...

specto 13y ago
Honestly, I figured they would realize how important it would be to fix this so I didn't follow up on it once I fixed my own images.
- coldpie 13y ago
  It's a reality of doing tech support. You get a flood of garbage information ("Hi, I can't access your web page, I get a 404 error. My system has 8 GB of RAM and an Intel 4700K and blah blah blah..."), and have to do your best to sort through and solve the user's problem. Your ticket had two problems described. The tech probably didn't understand the significance of the first problem, and so just discarded the information. Then she answered your second question. When you've got 100 tickets to sort through in your 8 hour day, you simply have to make some compromises on the thoroughness of your response. To get her attention, it would have been better to explain a little about what the consequences are, and request that she have a developer follow up. Make it clear that it's a major security failure and could lead to compromised VMs. Then open a second ticket for your other issue.
  - specto 13y ago
    I completely agree, after realizing I had asked two questions on one ticket I immediately saw I should've done better. However when I received a response that said they were working on it, I understood that to mean it was in the queue to fix.