How many FTEs should they have dedicated to triaging security complaints from (relatively speaking) randos on the Internet about their customers?
Also, would you take that job?
Some poor support person probably got this and punted because they couldn't pattern match to something in their handbook.
For every thoughtful, detailed security report there are about 500 others that involve voices from appliances, self-xss, csrf on logout and 5G coronavirus. It is extremely difficult for L1 support to make sense of these. Having a support contract or attracting attention on the forums are decent ways to pop out from the background noise.
Not to worry, they'll replace their overworked human staff with sentiment analysis bots which will do an equally uneven job of sorting the wheat from the chaff, with even less hope of appeal.
Malice is the wrong term for it even if we accept the premise. (I do not but that is another can of worms.) Malice implies a desire to hurt people. It would be utilitarian callousness if anything, negligence if there were legal obligations shirked. There is no law against just poor customer service like being a jerk isn't illegal.
Also, would you take that job?
Some poor support person probably got this and punted because they couldn't pattern match to something in their handbook.
For every thoughtful, detailed security report there are about 500 others that involve voices from appliances, self-xss, csrf on logout and 5G coronavirus. It is extremely difficult for L1 support to make sense of these. Having a support contract or attracting attention on the forums are decent ways to pop out from the background noise.