Now, for instance, I had a contact today from a customer that I’ll use as a reference.  He has an e-commerce website using osCommerce shopping cart.  For some reason that has yet to be determined, his site has been hacked (so he says).  We have a process that we follow for when someone calls in and says that they were hacked.  We have to make sure that we send up a ticket to our upper level technicians.  They will scan the account for anything that looks like malicious content or “Back Doors” and remove it off the account.  The rest of what they do has not been handed down to the phone agents and I can understand.  This guy kept calling in, flipping out that someone has all his customers credit card information, they changed his information in osCommerce, and Hacker is in it right now.  The first time I talked to him, you heard right, first time, he was freaking that his account got hacked.  I advised Philip that our technicians were sent the ticket and they’ll do everything they’re suppose to do with hacked accounts. Philip also was telling me throughout the call that he is going to contact the FBI about someone hacking into his account (most people try to use scare tactics, no one goes through with it).  I told him that there isn’t anything else we can do for him except to tell him to change his passwords and he was on his way.  The second time I talked to Philip, he was livid that someone changed his information.  Now he’s saying that someone stole all of his customers information.  I advised the him again about the ticket and that they are in a different building when he requested to talk to them (which is true).

So, again he says he’s going to contact the FBI about this and wanted to know my name, so, nonchalantly, I give him my name like it’s no biggy.  Philip is freaking that someone did this to him and that our servers are unsecured and our people need to fix this now.  I politely tell him that our upper level techs will do what they need to do on the ticket and get everything worked out.  Philip on the other hand doesn’t get any comfort by that and demands to know what can I do about this.  I just tell him that he can change all his passwords on his account and emails along with his site password that he feels is still compromised, just like I did the first time I talked to Philip.  Well guess what, good ol’ Phil doesn’t know how to do it and wants me to show him how.  Really?  You can see on the screen where it says “Change Password”.  I guess his fright has made him blind.  So I take him to his control panel and show him the lovely little icon that says “Change Password”, then through his emails to change those passwords because if they got into his site, obviously they hacked his emails too, all of them.  Now it comes to his site.  Paranoid Phil here doesn’t know how to log into the back end of his site.  Wait a minute, didn’t he say earlier that someone changed his information and stole his customers information?  How could he know that and not know how to log into his Site?  Whatever, I’m not going to stress over this.  Philip complains about this possibility that someone can get into his information.  I tell him that I can understand his frustration but before I can continue, I mockingly says frustration and the line disconnects.  I’m think I’m doing with him but he ends up calling back but luckily for me, Philip gets the guy next to me.  Even my neighbor tells him nothing for us to do and also makes the comment to contact his congressman about it.

We understand importance of things but everything has to be done a certain way.  No one is better than anyone else.  People need to understand that if we all just help each other and are polite to each other, that things are going to turn out a lot better.  There would be less conflicts and more resolutions.  Fox News even tried to blame Mr. Rogers for putting the thought into kids that they have a sense of entitlement even though they did nothing to help.  I’m not sure about you guys but I watched Mr. Rogers and I know that if I want something, I have to get off my ass and work for it.  Nothing is given out for free.

For those of you who want to see where Fox News is basically calling Mr. R an evil man, click here.