kamalktk
Antediluvian
- Joined
- Feb 5, 2011
- Messages
- 7,218
Ransomware has customer service, and it can be excellent.
http://www.npr.org/2017/05/16/528570753/cyberattack-culprits-demand-ransom-be-paid-in-bitcoins
more at link
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MARTIN: So, of course, hackers want their money, so they want to make this easier. They're actually offering customer support. They send you links to bitcoin tutorials. They even have chat rooms where a member of the hacking group can help you out.
Sullivan's company wanted to test just how good the customer service was, so they had someone who's not a computer expert download five viruses and then ask the hackers for help paying ransom.
SULLIVAN: We got very personalized support via email to very - somewhat personal via forms, to some ignored us completely. We could figure it out. We could figure it out. If we didn't, they didn't care.
GREENE: And the hackers were very understanding. Apparently, they would be willing to extend the ransom deadline. And Sullivan says that when the customer service was good, I mean, it was really good.
SULLIVAN: There's even been some anecdotal cases of ransomers actually remote controlling the victim's computers in order to help them run the decryption tool because the victim's having trouble running the tool.
http://www.npr.org/2017/05/16/528570753/cyberattack-culprits-demand-ransom-be-paid-in-bitcoins
more at link
-----------------------------------------
MARTIN: So, of course, hackers want their money, so they want to make this easier. They're actually offering customer support. They send you links to bitcoin tutorials. They even have chat rooms where a member of the hacking group can help you out.
Sullivan's company wanted to test just how good the customer service was, so they had someone who's not a computer expert download five viruses and then ask the hackers for help paying ransom.
SULLIVAN: We got very personalized support via email to very - somewhat personal via forms, to some ignored us completely. We could figure it out. We could figure it out. If we didn't, they didn't care.
GREENE: And the hackers were very understanding. Apparently, they would be willing to extend the ransom deadline. And Sullivan says that when the customer service was good, I mean, it was really good.
SULLIVAN: There's even been some anecdotal cases of ransomers actually remote controlling the victim's computers in order to help them run the decryption tool because the victim's having trouble running the tool.