Hackers R Us

I am in the phone center for an online retailer. A portion of our calls is helping people navigate the website, reset passwords — very basic tech troubleshooting. Since we’re not an Internet provider or actual tech support, we cannot nor have we ever been able to remotely access a customer’s computer. I get this type of call maybe two or three times a month.

Me: “[Company], this is [My Name]. How can I help?”

Caller: “I’m having trouble with your website. I’m trying to place an order, and it’s giving me the spinny thingy.”

Me: “Let’s take a look. Can you describe the issue in further detail? Are you getting any sort of error message?”

Caller: “Well, can you see what’s on my screen right now? It’s doing that.”

A word of unsolicited advice: if our company, or any company, can magically beam onto your device from a phone call and view what you’re doing without you giving any sort of identifying information, let alone permission for them to do so, YOU SHOULD HANG UP IMMEDIATELY.