PSN Failure: Can They Recover?

As of today, the recent PSN outage has gone from nuisance to disaster. Right now, your personal information may be out in the open, ready to be taken by a malevolent hacker. Who would've known that downloading your favorite downloadables would end up potentially costing you more money than you bargained for? Let me tell you who's having a field day with this one: Nintendo. If only Sony didn't save your credit card information, if only each and every time you wanted to download something you had to type in all those numbers, maybe a disaster like this would not have happened.


But what is done is done. Sony has admitted that some aspects of the situation are out of their control and now the user must step in to clean up their mess. I mean, they're asking you to order a free credit report. They're telling people what numbers they must call if they want to maybe avoid a potential financial disaster, said numbers belonging to the government and banks. Sony is helpless, it has lost control, control it never really had. From the beginning this has been a PR disaster, much like a year ago when all "fat" PS3s broke down. They've been slow to respond and haven't offered any sort of solutions or compensation. And for that, shame on you Sony.

Of course, Sony will pull out of this. The hackers will be found and tried. The PSN will rise from its own ashes and after a 3 hour long firmware update, everything will be back to normal. But at what cost? The PS3 has had a very rough year (so far), hackers finding loopholes in what used to be an impregnable fortress. They are under constant attack, be it from the pricks who call themselves Anonymous, or from independent hackers like Hotz. With this most recent breach into the system, which will probably lead to a 2 week PSN outage, consumers around the globe have seen the dark side of ordering things online, the one thing they feared the most the first time they entered their credit card number into a computer, that thing being credit card fraud. And today, in many people's minds, the Playstation Network is not a reliable service.

So what can Sony do to recover from this?

S.O.S PSN

  • Marketing Blitz: Sony puts a huge sum of money into building a new image, promoting user friendly services, focusing on security. This would require good PR.
  • Hire Hotz: Sony would have to bite the bullet on this one. Despite probably despising the man who ruined their system's security, he may hold the key to building better firmware to avoid this kind of thing ever happening again.
  • Eliminate Anonymous: Sony is a major company spanning multiple continents. It should have no problem destroying these self declared Robin Hoods.
  • Rewrite Everything: Sony could rewrite the entire firmware, making a new OS with new security. All they would have to do is eliminate the old one like they eliminated certain features on the console.

What do you think? Is there any way Sony can come out on top?
26 Comments
27 Comments
Posted by Yanngc33

As of today, the recent PSN outage has gone from nuisance to disaster. Right now, your personal information may be out in the open, ready to be taken by a malevolent hacker. Who would've known that downloading your favorite downloadables would end up potentially costing you more money than you bargained for? Let me tell you who's having a field day with this one: Nintendo. If only Sony didn't save your credit card information, if only each and every time you wanted to download something you had to type in all those numbers, maybe a disaster like this would not have happened.


But what is done is done. Sony has admitted that some aspects of the situation are out of their control and now the user must step in to clean up their mess. I mean, they're asking you to order a free credit report. They're telling people what numbers they must call if they want to maybe avoid a potential financial disaster, said numbers belonging to the government and banks. Sony is helpless, it has lost control, control it never really had. From the beginning this has been a PR disaster, much like a year ago when all "fat" PS3s broke down. They've been slow to respond and haven't offered any sort of solutions or compensation. And for that, shame on you Sony.

Of course, Sony will pull out of this. The hackers will be found and tried. The PSN will rise from its own ashes and after a 3 hour long firmware update, everything will be back to normal. But at what cost? The PS3 has had a very rough year (so far), hackers finding loopholes in what used to be an impregnable fortress. They are under constant attack, be it from the pricks who call themselves Anonymous, or from independent hackers like Hotz. With this most recent breach into the system, which will probably lead to a 2 week PSN outage, consumers around the globe have seen the dark side of ordering things online, the one thing they feared the most the first time they entered their credit card number into a computer, that thing being credit card fraud. And today, in many people's minds, the Playstation Network is not a reliable service.

So what can Sony do to recover from this?

S.O.S PSN

  • Marketing Blitz: Sony puts a huge sum of money into building a new image, promoting user friendly services, focusing on security. This would require good PR.
  • Hire Hotz: Sony would have to bite the bullet on this one. Despite probably despising the man who ruined their system's security, he may hold the key to building better firmware to avoid this kind of thing ever happening again.
  • Eliminate Anonymous: Sony is a major company spanning multiple continents. It should have no problem destroying these self declared Robin Hoods.
  • Rewrite Everything: Sony could rewrite the entire firmware, making a new OS with new security. All they would have to do is eliminate the old one like they eliminated certain features on the console.

What do you think? Is there any way Sony can come out on top?
Posted by N7

Well of course they can. If I knew the answer to how though, well, I'd probably be working at Sony.

Anyway, as big of a thing as this is, there is NO WAY IN HELL that the people responsible for this are going to walk free. This is a massive incident and whoever was up to this "external intrusion" is going to jail. I mean, what, the FBI stepped in to take down the people putting infinite funds into their accounts(From what I heard here), so, seeing how this is a bigger thing, who knows what's going to happen to the guys behind this?

Once they get arrested and Sony fixes the issue behind it, everything should be good.

Posted by Meowayne

 Eliminate Anonymous: Sony is a major company spanning multiple continents. It should have no problem destroying these self declared Robin Hoods.


Cute.
Posted by AngelN7

I don´t think messing with anonymous again will be good for them I mean look what happend , you can´t underestimate hackers , the only thing they can do is close PSN for a while do a very secure system so people can be safe and sure to use , maybe charge for the service? (wait that could be worst) I really don´t know what can they do Rewrite everything could be a good viable option ,maybe this is what Sony needed to understand how to make use of PSN a lot of changes will be coming up , if not then they learn noting

Posted by crusader8463

I only use my PS3 for single player games so it's no big deal to me persionally. If I start getting my email spammed to death because of this I will be mad, but it has not affected me yet. I understand how much it sucks and how it will bother some, but there is nothing that can be done about it. Sadly shit like this happens. I just hope this doesn't spark them doing some crazy draconian thing for the PS4. And maybe if we get lucky they will give everyone something as a sorry for this mess. Like one free item on PSN. I know they won't, but it would be nice.

Posted by Hailinel

I foresee a very, very uncomfortable Sony press conference at E3 this year.  Nintendo could unveil the news that their next console is actually a brick of cheese and Microsoft could announce that Gears of War 3 will be turned into a Kinect party game, and Sony will still have a fight on their hands to save face.

Online
Posted by phish09

They'll get PSN back up and running, and there will be multiplayer matches galore within the next couple of weeks, but I don't know if they'll ever make the kind of money that they could have made off the PSN Store again.  Once I'm able to log onto PSN, I'm removing my credit card information and Sony is definitely never getting it again.  There was and is really nothing wrong with their online gaming service, but where they will lose a lot of people with this is in the marketplace side of things.  You can blame it on hackers all you want.  Sony can find and lock up every member or Anonymous, and it's not going to change the fact that I don't trust Sony to be secure with any of my personal information.  Before they just announced that all my personal information was compromised, I was content with saying "Oh, they can give me a free game or whatever to make up for PSN being down"...now, knowing that they allowed all my information to be compromised, that simply will not suffice. 

I want guaruntee's that my information will be secure or a guarantee that Sony will cover any damages or costs associated with my information having been stolen.  In other words, if I have to change my credit card now and have my various monthly payments changed over to a new card, I demand that Sony covers the cost of me doing this.  I mean, I want to be paid back for the time I'm going to have to spend on ensuring that all my information is secure again. 

Sony can earn the consumers trust back but it's going to take a long time.  Trust is much more easily broken than it is established, and they just broke every level of trust that I had in them. 

For the record, if Sony has to go after these hackers and sue every one of them to cover these costs, that's fine with me.  That doesn't concern me one way or another, so long as in the long run Sony is covering all these costs associated with my information being compromised.

Posted by Fallen189

There is already a thread on this HERE.


There's no need to make another
Posted by TheSpartanDon

Despite the extreme circumstances, Sony will recover. They have too much invested in the Playstation brand to give it up after this debacle.


But I feel Xbox will ultimately prove supreme this generation. (Though I feel the Wii will end up beating them commercially)
Edited by BiffMcBlumpkin

   

 I read today Anonymous or whatever their movement of turds is called, nabbed a bunch of personal info. Credit card numbers, passwords, etc. Fucking great. I can't change the info either, can't log into PSN. I have no idea what password I used for the service, can't fucking remember.... could be the same for my credit card log in... You don't really expect Sony to get hacked when signing up for their service. "Anonymous" is such a lame ass movement.

I'll never use PSN again after this, just not worth it. Next time I log in it''ll be to ensure that I wipe all personal info from their network and to double check to make sure the password I registered there isn't the same phrase I use to log into any other shit.That'll be the last time I log in.

Posted by KaosAngel
@Fallen189: Technically this bypasses that rule as it is a Blog Post.  :P
Posted by ProfessorEss
@N7 said:
Once they get arrested and Sony fixes the issue behind it, everything should be good. "
Like you said, these guys ALWAYS get caught.
However, I think it's gonna take more than just catching those responsible to fully restore people's faith in PSN's security.


@Fallen189: It's a blog post.
Posted by Enigma777

I think people are making a bigger thing out of this than it actually is. I'm not downplaying identity theft or anything like that, but until we see a direct correlation of people's credit cards being hijacked or whatever and this hack, it's all just a "what if" situation. 


So, to answer your question, yes they will recover and they don't need to spend a bazillion dollars on marketing to fix it or anything like that. Issues like these are best handled by being swept up under the carpet because you want your publics to forget the incident as fast as possible (and they will forget it). At most Sony might buy up some free will by offering everyone something for free, be it a game, a movie, or a free month of Qriocity. 
Posted by PrivateIronTFU

Yeah. Shit happens. We'll get over it. Everybody will go back to playing online. 


You don't wanna know the amount of businesses that have security slip-ups like this. Every single bank I've been to has had some kind of security breach, and I get a letter in the mail saying how my information might have gotten out. For most people, nothing happens, but for some unlucky few, all their information is stolen.
Posted by ultimatepunchrod
@Fallen189: this is the OP's blog, so yea she/he can make a new thread.

on topic though, i really dont know what theyre gonna do here. it seems tricky no matter what they try. i love PS but this is just awful. 
Edited by SoldierG654342

Weather or not PSN as we know it (Sony's in no real danger, as gaming is only an arm of their being) recovers is based on how things are once it goes back up. PSN needs to be damn good once they restructure it. If PSN is functionally the same once things go back up and all the changes are under the hood and don't really benefit online gaming over the service immediately then PSN has some major issues. 

Posted by canucks23

Wanna know how they'll recover from this? They'll get psn back up in a few days or so, and eventually people will forget about it. I bet most people don't even know about the security shit that's going on. For the people who do know what's going on, they'll make sure there's nothing bad happening with their CC and no identity theft going on and then move on. The security breach is really the only problem. PSN being down for a week or so isn't that big of a deal. XBL was down for over a week during christmas 07 iirc, and almost nobody remembers that.

Posted by N7
@ProfessorEss said:
" @N7 said:
Once they get arrested and Sony fixes the issue behind it, everything should be good. "
Like you said, these guys ALWAYS get caught.
However, I think it's gonna take more than just catching those responsible to fully restore people's faith in PSN's security.


@Fallen189: It's a blog post.
"
Totally. And I'm not trying to say that you guys who have a big issue with this are wrong or anything. I mean, even I won't use my credit card again, just in case. I'm still going to buy things with a PSN card and whatnot, but still. After an incident like this, Sony is rebuilding their system to make it better than it is, so that's a plus right there for the people not jumping ship.

As simple enough as it is, we don't know anything yet. I said in another topic, the best case scenario for us is that when Sony said that people MAY have our information, they are just talking a worst case scenario. They said it themselves that the investigation is still going, so within a few days we're going to have concrete and confirmed information.
Posted by PenguinDust

Yes, they can recover.  Gamers have notoriously short memories.  All Sony has to do is show some pretty games at E3 in June and all will be forgotten.  

Posted by SSully

It is a big deal, but until I find out my credit score has been affected, or some other messed up shit happens to me because of this, sony is still ok in my book. It is a big fuck up, but this isn't the first, nor the last time something like this will happen to a company. 

Posted by Geno

You have to wonder, Steam is a much larger network than PSN that has also been around for longer, and nothing of this sort has ever happened to it nor does it look like it will happen. Maybe Sony should take notes. No amount of firmware updates are going to stop dedicated hackers, just like no amount of DRM will prevent a game from getting cracked. The best way to prevent this is to build goodwill from your userbase like Valve; bringing people to court is not the way to do so.


And I highly doubt anyone will get arrested from this. Nobody pulls off something like this without also covering their tracks. 
Posted by Hailinel
@SSully said:
" It is a big deal, but until I find out my credit score has been affected, or some other messed up shit happens to me because of this, sony is still ok in my book. It is a big fuck up, but this isn't the first, nor the last time something like this will happen to a company.  "
I wish I could take this in the same manner, but Sony completely dropped the ball by not reporting the information leak until nearly a full week after PSN was taken offline without any sort of meaningful updates in the interim.
Online
Posted by benjaebe

Of course they'll recover. In the future I'll just make sure to stick to prepaid cards or something though.

Posted by onimonkii
@SSully said:
" It is a big deal, but until I find out my credit score has been affected, or some other messed up shit happens to me because of this, sony is still ok in my book. It is a big fuck up, but this isn't the first, nor the last time something like this will happen to a company.  "
yeah, i'm waiting on more proof of actual damage rather than just paranoid OH GOD MY INFOS ARE LEAKED posts and people pre-emptively getting a new everything and changing their everything else.

in the surrounding hypestorm of the event, nobody can see clearly, so i don't blame people for the panic, but honestly a week from now, if psn is back up or not, if there aren't massive reports of actual damages due to this hacking, then it's nothing but that, hype and panic.

can they recover? yeah. shit looks grim when nobody knows anything, but when everyone sees the service back up and that it's still the same as it ever was, and nobody bought a country using 700,000 stolen credit cards, people will go back to not giving a shit about the psn and just playing games.
Posted by iam3green

people will forget about it. things will get back to normal. i just hope that nothing happens to any of my personal information.

Posted by BitterAlmond
@Meowayne said:

 Eliminate Anonymous: Sony is a major company spanning multiple continents. It should have no problem destroying these self declared Robin Hoods.

Cute.
What he said.

The reason Anonymous is so titled is because it is just that: anonymous. It has no leaders, and is a virtual hydra (cut off one head, two new ones grow up from the stump). Even when Anonymous goes out in public for peaceful civil protest (they do do it) they all wear Guy Fawkes masks (a la V for Vendetta). Anonymous is populated by some of the cleverest and most obsessive computer experts out there with a whole lot of extra time on their hands. Even a crackdown on the organization by police would be met with scoffs and raised eyebrows from the majority of the blackhatted internet.

Sony's been going downhill ever since they decided to sue Hotz and remove Linux from their consoles. Hotz should be suing them: he created content (Linux on the PS3) and released it without making a dime. When Sony took his content and began making money off it (even if it's built-in and free to use, any extra feature Sony offers translates to increased sales) without paying any royalties to Hotz, who wrote most of the code and displayed the presence of a market for such a feature. He illustrates this point on his site. 

Finally, just to clear this up: it wasn't Anonymous who stole all that info. Anybody who knows anything about Anonymous knows that their MO is usually DDoS attacks, and if they had stolen all the info, they would have done something coy like printing it all off then mailing it to Sony's Headquarters with a note taped to the top explaining why they did it.
Posted by SoldierG654342

Unlike the PSP, which never recovered after it was cracked wide open, the PS3 seems to at least be on stable ground. So long as things remain this way, Sony as a gaming company will be fine.