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Machiavellian on 23 July 2014
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Aura7541 said:
Machiavellian said:

@ Bolded:  Could we say that Don Matt Acted arrogant instead of MS as a company.  I always like to separate people from a company because one bad apple is not always representive of the corporation.  How many times have people had a bad experience with one customer service rep, only to have a totally different experience with another.  It wasn't to long after that statement Don was headed to another job.  Do people believe something like that just happens out of the blue.

The PSN Hack is used because it showed Sony response time to something very critical and customer related.  Something that could have cause actual real problems if the information stolen led to cusumers credit cards being used illegally.  2 weeks to tell the public that your credit card could be compromised is nothing to dismiss and it has far more reaching effect than the cased used for MS.  In less than a week, MS used the information to make a drastic change in policy.  As huge as a company as MS, I can tell you thats fast.  You can bet there were meetings that last until the wee hours taking in information and deciding on a course of action.  At least one exec got thrown under the bus.

Like I said before. Similar, but not exactly identical. This is about how companies react to negative customer feedback towards a product that is about to release. Also, didn't credit card information actually got compromised on XBL despite MS's supposedly quicker reaction? In contrast, Sony might have taken longer, but no credit card information got compromised at all. Speed isn't everything if you do a slapdash job (in this different type of scenario, I should add).

No credit card information got compromised on XBL.  Xbox owners have been the victim of Phishing scans and things like that.

@Bolded:  2 weeks to tell the public this information.  Even thought credit card info was not taken what was taken was still bad.  All the data that you submit when you create a account was stolen.  That information can be used to access your accounts as well as create accounts in your name including credit cards and such.

In the 2 week time span, people could be creating accounts in your name and if you did not know this could happen you would not be vigilant.  

Anyway that's neither here or there.  The discussion was on reaction time and there are examples that go both ways for all the Console makers.  I just do not feel singling out one instance where it profits Sony is a good example of listening to consumers.  Could you find a situation where Sony does not profit from the response but was quick to listen and support customers.