How Things Work
Currently I am in my 14th hour of work for the day, and had this epiphany of how brilliant our software engineers are in developing our billing and account system.
Each customer account is registered in the system, and this system is clever enough to not allow duplicate email addresses. In the event a customer is having login difficulties, support agents using this system cant even see the users password, which I am certain is a security measure of some sort.
In order to get the customers password, we have to change their email address to our own and issue a password reset, so the password will be sent to our email address instead of the customers email address. This does the trick, however if you already registered your email in the system, then it wont let you change it to your own as its already present in the system.
No, now you must go back to your account, change your own email to something completely different, then go back again and make the change to the customers account to your own email address, then reset the password, then change the email address back to the customers original email address and then go back to your account and correct your email address again so everything is all back to normal and after about 15 mins of processing time, you can finally assist the customer.
You know I know this song and dance....
You put your email in, put put your email out, you put your email in and you shake it all about.....
Why on EARTH is it that a simple password field is not available, and we have to do this HOKEY FRICKIN POKEY just to do something thats not secured to begin with???
http://www.youtube.com/watch?v=f1eBD2p9qlo&search=hokey%20pokey
Each customer account is registered in the system, and this system is clever enough to not allow duplicate email addresses. In the event a customer is having login difficulties, support agents using this system cant even see the users password, which I am certain is a security measure of some sort.
In order to get the customers password, we have to change their email address to our own and issue a password reset, so the password will be sent to our email address instead of the customers email address. This does the trick, however if you already registered your email in the system, then it wont let you change it to your own as its already present in the system.
No, now you must go back to your account, change your own email to something completely different, then go back again and make the change to the customers account to your own email address, then reset the password, then change the email address back to the customers original email address and then go back to your account and correct your email address again so everything is all back to normal and after about 15 mins of processing time, you can finally assist the customer.
You know I know this song and dance....
You put your email in, put put your email out, you put your email in and you shake it all about.....
Why on EARTH is it that a simple password field is not available, and we have to do this HOKEY FRICKIN POKEY just to do something thats not secured to begin with???
http://www.youtube.com/watch?v=f1eBD2p9qlo&search=hokey%20pokey