Dell's Twitter Account Apologizes For The 'Inconvenience' Of Helping NSA Install Spyware
from the time-to-go-off-script dept
There are times when big brands with “social media people” might want to teach those junior level employees to recognize that using one of the standard “scripted” answers might be inappropriate. Take, for example, if you’re Dell and a new report has come out suggesting that the NSA has pretty much compromised your servers at the BIOS level with spy bugs, then, when someone — especially a respected security guy like Martin Wismeijer — tweets at you, you don’t go with the standard scripted “sorry for the inconvenience” response. But, apparently, that’s not how Dell handled things this time (thanks to Mike Mozart for the pointer):
Thank you for reaching out and regret the inconvenience. Our colleagues at @dellcarespro will be able to help you out.
Wismeijer responded with an expected level of anger. Not only is “regret the inconvenience” probably the inappropriate response to a customer complaining about the NSA installing malware, but the idea that Dell support “will be able to help you out” is similarly questionable.