I received an email from J.D. Power and Associates claiming to be a survey to evaluate the Riverbed service and support experience. It this a phishing attempt or is this email on behalf of Riverbed?
Riverbed Surveys by J.D. Power and Associates
Issue
Solution
This is a legitimate survey being carried out on behalf of Riverbed, by J.D. Power and Associates.
Riverbed Support is working with J.D. Power and Associates to evaluate its support services, determine the customer satisfaction level, and collect feedback on positive and negative issues that happened during the handling of the case. While J.D. Power and Associates will share the final survey results with Riverbed, J.D. Power and Associates will not provide Riverbed the identity of individual survey respondents.
In the week after a case opened with Riverbed TAC has been closed, the survey system of J.D. Power and Associates sends an email to the case contact.
The email is similar to this example:
*From:* J.D. Power and Associates [XXX@mail.jdpowersurveys.com]
*Sent:* Tuesday, February 08, 2011 7:44 AM
*To:* your-email-address@example.net
*Subject:* Survey for Riverbed customers
In order to better serve its customers, Riverbed has asked J.D. Power and
Associates to evaluate the service and support that it provides for you.
Riverbed's commitment is to provide the best possible support when you need
assistance, and they would like to hear from you about your most recent
service and support experience.
You are being invited to participate in this important industry research
study because you are a valued customer of Riverbed. This survey regarding
your service and support experience will take about 5 minutes to complete.
To participate in this survey, please click the link below or copy and paste
the link into your Internet browser, then simply follow the instructions to
complete the survey.
Start J.D. Power and Associates survey now:
http://www.jdpowersurveys.com/ct000000/index.html?id=xxxxxx
If your email program does not support hot links, please copy the below URL
into your browser:
http://www.jdpowersurveys.com/ct000000/index.html
and enter the following password:
Password = xxxxxxxxxx
We appreciate your time to provide feedback today,
J.D. Power and Associates on behalf of Riverbed
*Sent:* Tuesday, February 08, 2011 7:44 AM
*To:* your-email-address@example.net
*Subject:* Survey for Riverbed customers
In order to better serve its customers, Riverbed has asked J.D. Power and
Associates to evaluate the service and support that it provides for you.
Riverbed's commitment is to provide the best possible support when you need
assistance, and they would like to hear from you about your most recent
service and support experience.
You are being invited to participate in this important industry research
study because you are a valued customer of Riverbed. This survey regarding
your service and support experience will take about 5 minutes to complete.
To participate in this survey, please click the link below or copy and paste
the link into your Internet browser, then simply follow the instructions to
complete the survey.
Start J.D. Power and Associates survey now:
http://www.jdpowersurveys.com/ct000000/index.html?id=xxxxxx
If your email program does not support hot links, please copy the below URL
into your browser:
http://www.jdpowersurveys.com/ct000000/index.html
and enter the following password:
Password = xxxxxxxxxx
We appreciate your time to provide feedback today,
J.D. Power and Associates on behalf of Riverbed
When in doubt, check the domain in the URL and copy and paste the URL instead of clicking the link.
Environment
Case handling
support.riverbed.com
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