How You Respond to Security Researchers Says Everything About You

Re:How You Respond to Security Researchers Says Everything A... by machina_ex_deus on Saturday January 21, 2023 @07:24AM (#34465944)

At most they would refer you elsewhere, but most probably they would kindly ask you contact someone else so they can serve people looking to order pizzas. They get prank calls and all sorts of nonsense. They get customers asking all kinds of weird questions constantly, and they can't distinguish them from Mr important security researcher here that's not even a customer. They will just get confused, return an automated reply and move on to next request because they are paying them to handle bulk requests. They are not meant to escalate to manager, it's literally their job not to do it. And their manager is just another customer support person.

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Re:How You Respond to Security Researchers Says Everything A... by some_furry on Saturday January 21, 2023 @10:18AM (#34466968)

> and they can't distinguish them from Mr important security researcher here that's not even a customer

Bold of you to assume that I wasn't a customer. (I was, at one point. Not that it's relevant today.)

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Re:How You Respond to Security Researchers Says Everything A... by machina_ex_deus on Saturday January 21, 2023 @11:49AM (#34467716)

It's interesting that after all my points, you decide to nitpick that one sentence where I didn't assume you weren't a customer, I stated the fact that you didn't contact them as a customer.

It's interesting because it's similar to how you decided to base your entire judgement of this company on encounter with customer support.

You can't just throw everything into bad or good bucket because of how it triggers you emotionally. I bet I quite annoyed you. Doesn't mean the best thing to do is just find that one sentence where I'm slightly wrong and judge me on that.

Try to emotionally detach. When a bug is pissing you off, do you throw the whole program with it? Or do you understand what's going on and what is there to learn, despite the annoying bug?

Do I have something to learn from this incredibly annoying person that embarrassed me on HN?

Or should I just find something to nitpick?

I'm not your enemy. Customer support isn't your enemy. And the security researcher coming to your company with some anoying bug bounty isn't an enemy either. There's that saying, Homo homini lupus. Don't be like that.

[ Parent | on HN ]

Re:How You Respond to Security Researchers Says Everything A... by plaguepilled on Saturday January 21, 2023 @07:33PM (#34472646)

Sorry dude but your argument here is extremely weak. You need to establish why the customer support couldn't refer the call. "Crank calls are a thing" really doesn't cut it.

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