Excellent Proactive Customer Service from Reputation.com

Reputation.com responds to Adobe breach, bravo!

Reputation.com emailed account holders on November 22nd , saying the following:

(I apologize, they don’t have this on their website or I’d link to it, so you’ll just have to take my word for it.)
“We recently learned that a list that potentially contains email addresses, encrypted passwords and answers for security questions for Adobe Systems customer accounts has been published in numerous places on the Internet. Out of an abundance of caution and concern for our customers, we obtained a copy of this list of purported Adobe account information and cross-checked it against our customer account information.
You are receiving this email from us because your email address and possibly other compromising information is on this list. Because many customers use the same user names and passwords for multiple accounts, we wanted to alert you to this issue and remind you to log in and change your Reputation.com password if you believe it is the same as your Adobe account login information.”
This is a great move from Reputation.com. They took a problem that wasn’t theirs that affected a significant number of people and considered what it meant to their customer base. Based on that they took a risk, but did the right thing. They sent an email with their concern to their customers and made the recommendation to improve security and change passwords. This has the likely affect of reducing Reputation.com’s account compromise issues, improving the customer experience and also reducing their overhead to support their customers.

Overall, a great idea, and so trivial to execute.

Bravo.

Markus, if you where already a Reputation customer, that is fine and well.

But if you never heard about them before and are only an Adobe customer, I am sorry, but in fact they used a stolen email address to contact potential customers

Fortunate it was not for Viagra…

Call me cynic, but if your email address has already been published in a list on the Internet, this is only the beginning of a spam overflow.

I’m not a reputation customer, I just like that they checked their customer list against the stolen list and informed customers of a potential problem.

As for using a stolen email: haven’t heard of that so can’t say anything about it.

[quote=199714:@Markus Winter]I’m not a reputation customer, I just like that they checked their customer list against the stolen list and informed customers of a potential problem.

As for using a stolen email: haven’t heard of that so can’t say anything about it.[/quote]

It seems that is what they say.

No, that’s not what they say at all. How do you get to THAT conclusion???

Careful reading of the first paragraph of their letter ? Unless of course Adobe went coocoo crazy and published his customers confidential information itself.

Whatever. Be happy.

Sometimes I don’t get you at all.

If someone steals and publishes the registration codes to your apps on the internet, you check for which ones have been published, then you are to blame too?

In germany you would have a legal issue with downloading stolen information.
And personally, i have an issue with company’s which use my address data without my “ok”.

Just my 2cents :smiley:

[quote=199722:@Markus Winter]Sometimes I don’t get you at all.

If someone steals and publishes the registration codes to your apps on the internet, you check for which ones have been published, then you are to blame too?[/quote]

Markus, it is my turn not to understand you at all. Once again, the way I understand things. I maybe thick, but here is what I understand from your OP :

  • You receive a mail from Reputation to whom you did not give your email address in the first place,
  • They explain that they “obtained” your email address from what cannot have been given to them by Adobe.

Now call me stupid, but I cannot find that right. Whatever the clever presentation, I call that spam. These people live off selling e-reputation. Do you really think they are sending you the mail out of pure generosity ?

When you post something and people do not have the same opinion as you, you get angry. Why do you post, then ?

Ignore conversation :confused:

They contacted THEIR customers.

Is that so difficult to understand?

[quote=199739:@Markus Winter]They contacted THEIR customers.

Is that so difficult to understand?[/quote]

I think the “confusing” part… is you say “They contacted THEIR customers”, and you also say “You are not a customer”, yet they contacted you. So to me it sounds like what the others above are saying.

I apologize for the misunderstanding then. They did not contact me but as it says at the start “Reputation.com emailed account holders on November 22nd” - I just got to hear about it from one of their customers and thought “that’s what I call customer care” so reposted what he said.

I neither endorse nor recommend them, I just sometimes think others could use some forward-thinking customer service too