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You should write Squarespace and ask if this is their standard process. I suspect that it could be a new support employee who is still learning how to handle th
by iagooar 13y ago
You should write Squarespace and ask if this is their standard process. I suspect that it could be a new support employee who is still learning how to handle this kind of stuff.
- rmrfrmrf 13y agoAbsolutely not. Given how mechanized customer support is these days, there is no reason to ask for login credentials. A new support employee would no doubt be reading off of a prompt and a seasoned support employee should absolutely know better.
- RALaBarge 13y agoLots of assumptions here.
- smackfu 13y agoI only assume that Squarespace is either having support people follow a script, or is training them well enough that they don't need to follow a script. Either way, they shouldn't be asking for passwords. Other people seem to be assuming that Squarespace is having untrained people do support, which is a much more damaging assumption.
- odonnellryan 13y agoI've been involved in helpdesk operations for a while. I've never been involved with a corporation, large or small, that has any kind of script. Hell, they rarely have a knowledge base....
- smackfu 13y agoBy script, I mean standard procedures. "For this problem, do this. If it doesn't work, try this." And if you don't have that, yeah, you are going to get wildly varying quality of support.
- odonnellryan 13y agoThat's fair enough. When the software is simple, that shouldn't be a problem.
- danpalmer 13y agoI can see a few possibilities here: 1. Squarespace don't have the engineering to support their support team's work, therefore they need passwords. This is unlikely, but if it's the case, people should avoid Squarespace, or at least using their support system. 2. They do have the engineering support, but their support team don't know how to use it and just ask for passwords. Given how much they emphasize support, I find this unlikely, but again, if the case you should avoid using them. 3. A new starter on the support team hasn't been run through all of the details about how to use the support system yet. This strikes me as the most likely, and not grounds for avoiding Squarespace. It should be pointed out to them, privately, so that they can emphasize customer password security in their training process for support staff.
- MartinMcGirk 13y agoI had a couple of minor styling issues once with one of Squarespace's templates. I emailed customer support and they pretty much could not have handled it any better. They were in constant contact with me and fixed both my problems (which required dev team action) quickly and totally to my satisfaction. I was never asked for my password and I doubt very much if that's normal procedure. Without trying to sound like some shill account, I can tell you that Squarespace made a loyal customer out of me by giving me the kind of support they promise, but which I had previously assumed was sales-talk-BS. I'm going to say it was a case of number 3 on your list.
- deleted 13y ago[deleted]
- grayrest 13y agoI worked at Squarespace for two years as a developer. Neither support nor engineering needs a password to diagnose and fix problems. I can't actually think of anything on the system that would require this so my first thought is that the support rep's machine or account has been compromised. Could also be an extremely poor decision on the rep's part but I never ran across another case in a couple hundred escalated issues.