Nick Cole

Scotland

Director

The sheer volume of malicious sites and associated activities will inevitably lead to mistakes such as these.

It is the arrogance of the so-called responsible software companies that creates the anger and annoyance at their refusal to change their view or perception unless dragged kicking and screaming through the courts.

If they put that effort into providing a means of minimising damage before it gets to this disastrous and discrediting stage then we would all be happier.

People understand that faults occur - it is the way they are responded to that is of critical importance. This is what underpins all the credibility and perception issues. Get out of your ivory towers, get rid of the call-filtering contact centres and allow those who have the technical knowledge to face the customers. On every occasion after all the arguments and ringing around, whenever a technically competent person takes the call the problem is resolved in a knowledgable and acceptable fashion. And usually in far less time than it takes to get to speak to them in the first place. There are too many lawyers and non-techies in the contact chain.