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SwiftOnSecurity's profile
SwiftOnSecurity
SwiftOnSecurity
SwiftOnSecurity
@SwiftOnSecurity

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SwiftOnSecurity

@SwiftOnSecurity

Systems security, author http://DecentSecurity.com , http://GotPhish.com , SciFi @ http://UniversalShards.com , sysadmin & SecEng. Microsoft MVP, Client Security 2021. they/them/tay

Cyber, USA
decentsecurity.com
Joined April 2014

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    SwiftOnSecurity‏ @SwiftOnSecurity 4 Apr 2018

    Adulting 101: Don't insult the tech support of the stupid company. Email the tech, thank THEM for their help, and then list off every issue you've had with the piece of trash product and ask it get sent to their product management team.

    9:07 AM - 4 Apr 2018
    • 388 Retweets
    • 1,364 Likes
    • JustAnotherPM Jeff Hammond This Bear Eats Fascists Silicon Valley Briefly Susanney Paul Préfontaine Feedgrip PixNBits Pink bison
    35 replies 388 retweets 1,364 likes
      1. New conversation
      2. SwiftOnSecurity‏ @SwiftOnSecurity 4 Apr 2018

        Plus, you're probably doing them a favor, they have to listen to complaints about that trash product every day and can't do anything about it.

        4 replies 22 retweets 274 likes
        Show this thread
      3. SwiftOnSecurity‏ @SwiftOnSecurity 4 Apr 2018

        By complimenting+thanking the tech in the email, you're incentivizing them to forward the email to their management. Support managers like proof that unhappy customers aren't THEIR fault, and will also forward your email around. All about incentives. Hack the System. Be legendary

        9 replies 57 retweets 426 likes
        Show this thread
      4. SwiftOnSecurity‏ @SwiftOnSecurity 4 Apr 2018

        Also, email your sales people as well, in some circumstances. Reasons to explain to their boss why they can't sell or why they lost that big contract. Unless they're at a telco, in which case they're all sadistic, Patrick-Bateman-idolizing motherfuckers who don't return my calls.

        5 replies 12 retweets 196 likes
        Show this thread
      5. SwiftOnSecurity‏ @SwiftOnSecurity 4 Apr 2018

        You’d think that the entire sales staff couldn’t all be in Cabo at the same time, but you’d be wrong. You’re like 40 leave the spring breakers alone.

        4 replies 4 retweets 137 likes
        Show this thread
      6. End of conversation
      1. New conversation
      2. Nick Simmonds‏ @Diacritic 4 Apr 2018
        Replying to @SwiftOnSecurity

        Definitely. The tech support person is never the problem, they're always just legitimately trying to help.

        2 replies 2 retweets 20 likes
      3. Nathan  🚴‍♂️ 🧦‏ @NaFun 4 Apr 2018
        Replying to @Diacritic @SwiftOnSecurity

        Tech support are customer advocates! Yaaas!

        0 replies 0 retweets 0 likes
      4. End of conversation
      1. Kenneth Finnegan‏ @KWF 4 Apr 2018
        Replying to @SwiftOnSecurity

        "I look forward to your response about this pile of hot garbage. Thanks, @SwiftOnSecurity "

        0 replies 0 retweets 6 likes
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      1. New conversation
      2. Colonel Panic‏ @timhelming 4 Apr 2018
        Replying to @SwiftOnSecurity

        Hear, hear. As a product manager who came up through tech support, I can't endorse this enough!

        3 replies 3 retweets 48 likes
      3. Ian McShane‏ @ianmcshane 4 Apr 2018
        Replying to @timhelming @SwiftOnSecurity

        Same.

        0 replies 0 retweets 0 likes
      4. End of conversation
      1. BravoCrypto‏ @BravoCrypto 4 Apr 2018
        Replying to @SwiftOnSecurity

        Might as well just take it one step further and send it to the developers who actually make the product. It's probably the product manager that messed up the product to being with.

        0 replies 0 retweets 2 likes
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