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Finally, the problem with security on Xbox Live accounts is starting to get more mainstream attention. IGN spoke with Xbox Live Director of Policy and Enforcement, Stephen Toulouse, to get his take on the growing epidemic of hacked and stolen Xbox Live accounts.
He really doesn't seem to say much of anything at all in his statements. There is no mention of what measures are being taken to prevent future account thefts. There is no mention about why this is happening. The only thing mentioned here is that the time spent with customer support should be as short as possible.
The time spent with customer support should be ZERO! These account thefts should not be happening in the first place!
Please Microsoft, give us the option of two-step authentication!
When an account is compromised and you call Microsoft customer support, the estimated time for resolution is around 25 days. "The goal would be days, if not hours," says Stephen Toulouse, Xbox Live Director of Policy and Enforcement. For the most part, he explains, that's how it plays out. Problems pour in through Xbox support and they're resolved quite quickly. Those waiting an unreasonable amount of time represent "a tiny fraction of the millions of people coming through Xbox Live every month." He qualifies this by saying instances of long-term problems with customer service "should not happen."(...)
Toulouse is confident in Microsoft's ability to enforce security and protect its users, but he's also aware that customer support is an imperfect system. He's genuinely passionate about improving security and assisting the affected, and that's the first step in solving these issues altogether. With the FIFA 12 exploit still hurting the Xbox Live user-base, regardless of how small the number, Microsoft can more easily identify other games primed for criminal targeting. "Security is a journey, not a destination. We do have to get better at doing it," he says. "It's on us to keep security on the forefront and to improve it...and we've been getting better."
Toulouse is confident in Microsoft's ability to enforce security and protect its users, but he's also aware that customer support is an imperfect system. He's genuinely passionate about improving security and assisting the affected, and that's the first step in solving these issues altogether. With the FIFA 12 exploit still hurting the Xbox Live user-base, regardless of how small the number, Microsoft can more easily identify other games primed for criminal targeting. "Security is a journey, not a destination. We do have to get better at doing it," he says. "It's on us to keep security on the forefront and to improve it...and we've been getting better."
He really doesn't seem to say much of anything at all in his statements. There is no mention of what measures are being taken to prevent future account thefts. There is no mention about why this is happening. The only thing mentioned here is that the time spent with customer support should be as short as possible.
The time spent with customer support should be ZERO! These account thefts should not be happening in the first place!
Please Microsoft, give us the option of two-step authentication!
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