The Great Twitter Identity Theft Caper
A case study in excellent (and not-so-excellent) customer service processes.
I’m starting to hate Twitter and love Facebook. Here’s why, and here’s what we can learn from Twitter about customer service.
“I Email, Therefore I Am.”
You may not know it, but you are your email account. At least that’s what Twitter thinks.
I learned that the hard way on November 7, 2011 when I couldn’t log in to my @kcren twitter account. Sometime before that, @kcren, @priacta, @totalrelaxed were all hacked and renamed to the brialliantly imaginative names of @Shamus851, @Shamus852, and @Shamus853.
Thousands of great tweets (in my history) were lost, sort of a professional mini-journal. Thousands of followers lost. Hundreds of Twitter listings lost. Online reputation lost. Hundreds and hundreds of hours, lost.
Was it my fault? Partly, for sure. See the Epliogue for hints about my/our mistakes. But that’s not the lesson at hand. Fiirst, let’s try to reclaim that hacked account…
Support to the Rescue? (Facebook: Yes! Twitter: Think Again…)
Facebook’s account recovery rocks.
You get multiple email addresses per account, and Facebook will prompt you to remember which ones you were using. They’ll challenge you if you log in from an unknown computer, and then they give you creative ways to prove your identity if you lose access to (or forget) your email address, like identifying people in photos on friend’s walls. Impressive and fun at the same time! Very cool.
Not Twitter. Twitter only gives you one email address per









