buffer-app-logoThis weekend Buffer was hacked; spam tweets and facebook status updates were seen about weight loss on facebook pages, profiles and twitter feeds but did Buffer hide and hope no one would notice? No , they did the exact opposite.  Infact how Buffer dealt with being hacked has ended with everyone thanking them for their swift work and notifications.

We have been a follower, fan and user of buffer for over two years now – Our sister blog Techieminx posted at the time Buffer added facebook back in August 2011. Founders Joel Gascoigne and Leo Widrich have always been very vocal, engaging, and friendly on the top social networks and they have always put the customer/client/business first.

To Buffer:

(n)Buffering is it to space out your tweets, if you cannot be online all day or you’ve read a post at midnight but you know that no one will want to read it then, so you can buffer it.

How Buffer dealt with being hacked

Buffer has actually given everyone a lesson in customer service, and of course they took advantage of social networks to their full potential.  Yes, their business is on social networks, but this is how everyone should deal with a problem – face it head on and be honest and open about it.

We first noticed the problem when a spam message appeared on our facebook profile page, at first we wondered what we had clicked for this to happen and we set to find out where it came from, the only thing that it pointed to was Buffer, so we quickly unauthorised Buffer from our networks.

Minutes later we saw a tweet from Buffer

Hi all. So sorry, it looks like we’ve been compromised. Temporarily pausing all posts as we investigate. We’ll update ASAP.

and a message from their Facebook page from Leo.

Hey everyone! We greatly apologize for this big mess we’ve created. Buffer has been hacked.

You can do the following to end this asap:

– Change your password on Facebook or Revoke Buffer as an app.
– Delete the spam posting from your FB timeline. 

Again, hugely sorry for this, we’re working hard on resolving this right now! – Leo 

After that came an email to all users…

Hi there,

I wanted to get in touch to apologize for the awful experience we’ve caused many of you on your weekend. Buffer was hacked around 1 hour ago, and many of you may have experienced spam posts sent from you via Buffer.

I can only understand how angry and disappointed you must be right now. Not everyone who has signed up for Buffer has been affected, but you may want to check on your accounts. We’re working hard to fix this problem right now and we’re expecting to have everything back to normal shortly.

We’re posting continual updates on the Buffer Facebook page and the Buffer Twitter page to keep you in the loop on everything.

The best steps for you to take right now and important information for you:

  • Remove any postings from your Facebook page or Twitter page that look like spam
  • Keep an eye on Buffer’s Twitter page and Facebook page
  • Your Buffer passwords are not affected
  • No billing or payment information was affected or exposed
  • All Facebook posts sent via Buffer have been temporarily hidden and will reappear once we’ve resolved this situation

I am incredibly sorry this has happened and affected you and your company. We’re working around the clock right now to get this resolved and we’ll continue to post updates on Facebook and Twitter. If you have any questions at all, please respond to this email. Understandably, a lot of people have emailed us, so we might take a short while to get back to everyone, but we will respond to every single email.

– Joel and the Buffer team

Buffer kept their promise they kept us all informed with tweets and facebook messages, responding to everyone, which I must say was mostly people saying thank you for dealing with the hacking situation so quickly and thoughtfully – really brilliant job.  I’m sure that rather than harm Buffer, this is going to make more people want to get involved with Buffer, this could have gone so differently.

The last message on Buffers Facebook

Good news! The Buffer hack has been resolved! Please reconnect your Twitter accounts. No steps needed for Facebook.

I can’t tell you enough how grateful we are for the incredible support and encouragement you have all provided us for throughout this rough day.

We would love to answer any questions and have written an update on the latest status here:

Our Tweet to them earlier and their quick reply!

bufferhack

I’m sure we’d all like to say, well done Buffer!