The cloud has been rather rainy, lately. Sony has had a rough month, to say the least. They’ve been hacked and info has been stolen. At the time of writing PSN has been down for close to three weeks, and Sony Online Entertainment has been down for a week.
During this time, Sony hasn’t really dealt with the customer relations side of the matter well. LastPass, too, has had its share of trouble this week. Compared to Sony, it’s come through with flying colors. The way LastPass handled itself has shown that it really does care about its customers and its mission.
Sony scrambled to give its customers something like an explanation after PSN went down. It was not very successful. It tried to relate just enough info to ease its customers without going into too much detail.
In fact, it spent the day before the suspension of Sony Online Entertainment telling its customers that everything was under control and would be back up soon. Oh, and by the way, members could have a month’s service free for their trouble.
LastPass is a utility for storing passwords. You only have to remember a master password and it remembers all the rest. If you’re not good at creating secure, i.e. non dictionary passwords, it can create them for you. It has support for all of the major browsers, and most of the mobile platforms as well.
When LastPass saw a potential problem, the company explained to its customers exactly what was going on. There was a post up before anything bad happened. Service wasn’t even interrupted when customers were notified that there was a potential problem.
Let’s talk about Sony and security for a moment shall we? When the company discovered that PSN was hacked, Sony released the information that customer names, numbers and addresses had been taken, but couldn’t be sure whether or not credit card info was stolen. When Sony Online Entertainment was hacked, the company told customers that thousands of credit card numbers were taken as well.
LastPass was much more aware of security, it seems, than Sony. The company let customers know that there may have been a hacking incident before it was certain that there had been one. Someone noticed increased traffic on a database and didn’t know why, so the company played it safe. They recommended that customers change their master password just in case the database was hacked.
LastPass has shown itself both in terms of openness with its customers and in its business practices to really care about the security of the information it’s been given. Sony, on the other hand, has shown that it has trouble dealing with this kind of security issue. Granted, LastPass is in the security field, but considering the amount of your info and money Sony has, the company should be more aware of potential risks and be more prepared for them, don’t you think?
Are you a user of LastPass? Are you on PSN? What are your views on the way the two companies have dealt with their security issues? What could either company have done better in your view in terms both of relations with their customers and in terms of security? Am I being unfair to Sony?
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Ghacks is a technology news blog that was founded in 2005 by Martin Brinkmann. It has since then become one of the most popular tech news sites on the Internet with five authors and regular contributions from freelance writers.