The Perils of Outsourcing…
Received an email from LinkedIn today – the first paragraph said this [my highlights]
We recently became aware that some LinkedIn passwords were compromised and posted on a hacker website. We immediately launched an investigation and we have reason to believe that your password was included in the post.
Oh dear! So I read on to the second paragraph
To the best of our knowledge, no email logins associated with the passwords have been published, nor have we received any verified reports of unauthorized access to any member’s account as a result of this event. While a small subset of the passwords was decoded and published, we do not believe yours was among them.
Phew. No wait. Hmmm. Let me try that again. I re-read the first paragraph -Oh Dear- then the second on paragraph -Phew-. Man I’m confused.
Then I read on
The security of your account is very important to us at LinkedIn. As a precaution, we disabled your password, and advise you to take the following steps to reset it. If you reset your password in the last two days, there is no need for further action.
Oh I see, this is a phishing scam. Nobody at LinkedIn would write that incomprehensibly….would they?
How funny. Real or not, it highlighted how real customer service is about how companies behave when there is an EXCEPTION to the flow. When things are fine, we can all rave on about everything and anything. It is when something goes wrong that quality really comes to the fore.
In this instance, I have to say it is sorely lacking.