General25 Mar 2008 07:33 pm

Last year I complained about one of Sprint’s policies.

It seems that someone at Sprint was listening, and got the problem fixed. Kudos!

General30 Sep 2007 01:27 pm

I currently have several mobile phones through Sprint, and I’m generally happy with the service, but one thing irks me.

I’ve had to call their customer service several times recently (to change plans and the like). Every time, in a good-faith but ill-considered effort to protect my security, they ask me to verify my identity by providing the password to my online account. WTF?!

[On these calls I always refuse to divulge my password; the rep eventually backs off and allows the use of other information to confirm my identity...]

I am no security expert, but this seems like an absurdly inappropriate policy. For one thing, my account password would end up in the hands of a bunch of customer service reps, any one of whom could become disgruntled and do evil things (well, they could do damage regardless, but more readily with this information).

For another, it seems like a really bad policy to train your customers that disclosing their password to a stranger on the phone is ok. That is literally setting them up to later fall victim to some very simple social engineering. Any company interested in protecting their customers should do everything in its control to engender in them a “No I will not give you my password!” reaction.

It seems to me that no company should ever ask a customer for their password. And I don’t think I’ve ever had any company other than Sprint do this.

On my last call with Sprint, I got one of the customer rep supervisors on the phone. She didn’t really buy my complaints about this policy, but said she’d relay my concerns up her chain. Yeah, I bet that gets far…

Am I crazy to ask Sprint to change this policy?

General21 Sep 2007 05:27 pm

The title of this blog is a reference is to Richard Dawkins’ “Unweaving the Rainbow,” in which he argues that the scientific explanation of a rainbow does not at all detract from its beauty, or from the joy that it can bring us.

I’ll start this conversation by tentatively defining “The Unwoven Rainbow” as a rational, reasonable view of the world and our place in it, with appreciation for the fact that we are only temporarily privileged to be its inhabitants.

Delivering the unwoven rainbow is the grand aspiration of this blog. As always, however, you may only get what you pay for ;-)

This blog’s name is also a nod to Mr. Dawkins generally, since several of his other works figure prominently in my thinking: The God Delusion, The Blind Watchmaker.

I will also use these pages as a platform to discuss other topics important to me:

* Animal rights and animal welfare

* Open source software, web standards, and agile software development

    And most important of all, family life :)