Social Engineering: First Try I Succeded

[h4ck3rpr0n3]

Hey guys, I figured since I hadn't been on in awhile i'd share a sort of "technique" tutorial while recalling a story that happened a week or so ago about my first attempt at social engineering. Now i'll try to make this as informitive as possible so you guys can get alot put of this so bear with me please. Before I begin I figured i'd go over our topic as to not leave anyone confused, so what we're discussing is Social Engineering.

But what exactly is it?

 Well i'll tell you. Now social engineering is a broad term, it's applied to many different things and can be taken many different ways, in this case social engineering is simply put the manipulation of the human mind to achieve things. Humans, although advanced creatures have flaws, most people when they see someone in need, asking for help want to help them anyway they can. So, if we exploit this flaw by playing the lost, confused or saddened customer they will try and help you anyway they can.

The Preparation

Before you do anything you do anything your going to want to pick a target, whether it be access to somewhere (like a network for example or a product like in my case) and keep that in mind. Now if we have our goal like most things we need to do a little research, since our real life example today consists of an item that is what we're going to stick with. What you'll need to do is look up a few fairly easily obtainable things to get us started: a P/N, M/N and a PID. We'll go over what these are later on so don't fret if you have no idea what these are or where you can find them just yet, mkay? Now that we have our basic info we need to come up with a solid story, and read it over a couple times so it's in our head for the most part, or writing it down is always a good thing to do so your consistent. Now it can be anything you want as long as it's one realistic and two you can back it up.

Next Phase: The First contact

This is alot like meeting someone in person for the first time, first impressions really do matter (if your doing this over email that is which is what we're doing in this case). Now the key here is to establish a person in need but not be too distressed, remember to type formally and not all "HELPPPPP I BROKE MY WHATEVER AND I NEED IT 2NITE!!!! " That would be bad because no one would want to help you then they'd just  be annoyed. So just keep that in mind. Now start with a Hello and sign it with a thank you or some where around there with your name or an alias (that's what I do since you have to sign up usually) and then wait.

Now note that you may get switched to different people who ask you to retell your story (usually if you called) just stay calm and comply to all of their requests. When they try to trouble shoot your issue wait a believable amount of time and I know it may be hard but play stupid, not stupid like totally but like you just don't understand what's wrong. When all of this is going on is when our preparations come in so it'll pay off so you don't have to do everything on the spot and it'll seem more believable.

How to aquire the above needed information

To get the P/N, M/N and, PID isn't all that hard usually. I just Google it and usually get it in a few minutes.

P/N = Part Number
M/N = Model Number
PID = is just the Serial Number or S/N

Tou may need two other things the UPC (universal product code which is found in the little white box that they scan) and a POP or proof of purchase which they'll ask for your receipt but since you won't have one you'll just need to PhotoShop or Gimp like I did a picture of your case number (they'll give you one) on a piece of paper next to your item. I'll show you mine in a bit.

So that's about it, no matter what they throw at you you'll be ready as long as you have all of that information and a good story. I suggest emailing like I did because you never have to respond right away so if you need time to think you'll be fine because people obviously can't expect you to respond right away all the time.

Now i'll show you how mine went (copied right from my emails to them).

My successful example

Customer Samuel Gates via CSS Web 11/06/2012 02:13 AM
Greetings,

I recently received a set of Logitech Z323 speakers for my birthday from a relative and was hooking them up today after school only to find that they wouldn't work. Any and all help would be greatly appreciated.

Thank you,
SG


Response Yul Amiel via Email 11/07/2012 12:50 AM
Dear Samuel,

Thank you for contacting Logitech Customer Care. My name is Amiel, and I am happy to assist you with your reference number 121106-004506.
Your reference number is a way for us to track your support request. Please indicate or mention your reference number for quick and future reference of this particular case.

I want to take a moment to apologize for the wait in receiving my response, and thank you for your patience.

Samuel, as I understand from your email, your Logitech Speaker System Z323 don't work. I'm very sorry to hear that, and rest assured I will do my best to resolve this issue.
With regard to your issue, please verify on where do you want to use the speakers. Have you read the instructions in setting-up the speaker on the Device Manual? I look forward to hearing from you, Samuel.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111

If you would like to follow up, your reference number is 121106-004506.

You can also reply using this link: http://logitech-en-amr.custhelp.com/app/account/questions/detail/i_id/8546189/username/a7x.sgates@hotmail.com


Thank you for choosing Logitech. Have a great day, Samuel!

Regards,

Yul Amiel
Logitech Inc.
Customer Care - America

United States 646-454-3200

Business Hours :
6:00am to 6:00pm PST Monday to Friday

Disclaimer:
Please note that if we do not hear back from you within one (1) week since the date of your last response, our system will tag your ticket as temporarily solved, and generate a survey.
Question 1 is about your overall satisfaction with our products and services (10 being the highest).
Question 7 is the number of times you have created a support ticket for this particular issue and not the number of times you have replied to my email.


Customer Samuel Gates via CSS Web 11/07/2012 04:27 AM
Hello Amiel,

Thank you for contacting me. I'm sorry I didn't say this before, it must've slipped my mind but i'm hooking them up on my computer, it has Windows 7 and meets all of the other requirements. And yes, i've read the manual. I have everything hooked up right, it's just not play the music, there's no sound whatsoever. I just tried playing Counter Strike on it to see if maybe it was just the music but that didn't work either. I've also unplugged everything and re-hooked up but still no luck. Any thoughts?

Thanks,
Samuel


Response Yul Amiel via Email 11/07/2012 10:40 PM
Hi Samuel,

Thank you for your update.

I would like to verify if you computer has a soundcard. If there is, please verify if you have installed the driver of your computer soundcard for the speaker to work. Check also if there's a yellow " ! " or a red " x " in Device Manager. If there is, you're missing a computer driver. If this is the case, I would suggest that please refer to your computer manufacturer for professional assistance in installing your computer driver or the missing components. I look forward to hearing from you, Samuel.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111

If you would like to follow up, your reference number is 121106-004506.

You can also reply using this link: http://logitech-en-amr.custhelp.com/app/account/questions/detail/i_id/8546189/username/a7x.sgates@hotmail.com


Thank you for choosing Logitech. Have a great day, Samuel!

Regards,

Yul Amiel
Logitech Inc.
Customer Care - America

United States 646-454-3200

Business Hours :
6:00am to 6:00pm PST Monday to Friday


Customer Samuel Gates via CSS Web 11/07/2012 10:45 PM
Hello again,

I have a soundcard and the drivers are installed (I reinstalled them just to be safe) and there are no "!"'s or "x"'s thankfully. Is there anything else I could do or can do? Thank you for all of your help Yul, I really appreciate it.

Thank you,
Samuel


Response Yul Amiel via Email 11/07/2012 11:03 PM
Hi Samuel,

Thank you for your update.

That's very unfortunate, however, let's verify if the speaker is set as Default in Control Panel > switch to Large icons view > click on Sound > select or high-light the Z323 Speaker > click on Apply, then Ok. Check if the cables are plugged in accordingly to the port which are located at the back of your tower. Once done, please try to play a music. If the problem persists, please try the speaker on different audio source such as iPods, MP3 Players, Computers, etc. Please let me know the result.

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111

If you would like to follow up, your reference number is 121106-004506.

You can also reply using this link: http://logitech-en-amr.custhelp.com/app/account/questions/detail/i_id/8546189/username/a7x.sgates@hotmail.com


Thank you for choosing Logitech. Have a great day, Samuel!

Regards,

Yul Amiel
Logitech Inc.
Customer Care - America

United States 646-454-3200

Business Hours :
6:00am to 6:00pm PST Monday to Friday


Customer Samuel Gates via CSS Web 11/07/2012 11:24 PM
Greetings Yul,

I verifyed that it was set as default on my computer and then tried it on my brothers laptop and my iPod. I also checked all of the cables again and everything checked out but there is still no luck on the sound. Any other things you can think of? Once again I thank you for your time.

Thanks,
Samuel


Response Yul Amiel via Email 11/08/2012 01:20 AM
Hello Samuel,

Thank you for your update.

It seems that the device went bad. The product should not behave as the way that you have described.
Moving forward, we can offer a warranty replacement provided that the unit is under a two year-warranty period from the date of purchase.

Note : The warranty of the replacement unit will still be based on your original product and all warranty claims should be made by the original purchaser.
Please visit the Logitech Limited Hardware Warranty from this link: http://www.logitech.com/en-us/footer/terms-of-use?id=3101&debug=0.

Before we dispatch the unit, you need to send us back the faulty device first.
I will be requesting for a Free Shipping Label from our Warranty Replacement Department for you to be able to return back the defective unit to Logitech Return Center.
Once the Shipping Label Request has been processed a UPS e-mail will arrived in your email inbox within these two (2) business days with the shipping label in it.
I would then require you to pack the device (and all the related hardware) in a box and paste the label on top of the box.

Please respond back with the necessary information for warranty verification:

============
Contact Details (To double check)
============
1. Name

First Name:
Last Name:

2. Address
*Please note that PO Box and APO Box addresses are not accepted.

Street Address:
Apartment Number:
City :
State :
Postal Code :
Country :

3. Contact Number

Home :
Mobile :

===============
Proof Of Purchase
===============
Please attach a scanned copy of the receipt as proof of purchase on your next reply.
Ensure that the scanned image size is not more than 800 KB in size and the image is saved as JPEG image file.
If you have an online receipt or invoice, you can provide me with a screenshot of it.
You can also fax the receipt at 800-828-9243 and make sure that you reference number 121106-004506 is clearly written on the receipt.

Reminder: Please make sure that the following information are indicated / visible on the receipt:

-date of purchase
-order number
-name, address and contact details of the retailer
-name and unit price of the Logitech device

Note : Bank statements, PayPal receipts and copy and paste texts are not accepted as valid proof of purchase. Second hand products purchased through eBay are not covered under warranty.
If you no longer have the receipt, we can only process a one-time replacement which the warranty will be based on the information that you will be providing.
Please also provide a digital photo of your device (if the proof of purchase is no longer available) with your reference number 121106-004506 written on a piece of paper next to it and the complete information of your device.

============
Product Details
============
To help you locate the device information, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/5121

Product name:
Model Number (M/N):
PID or S/N:
Part Number (P/N):

If you have any additional questions, please feel free to visit our website at http://www.logitech.com, or reply to this e-mail.
If you need assistance with logging into your account, please click on this link: http://logitech-en-amr.custhelp.com/app/answers/detail/a_id/17111

If you would like to follow up, your reference number is 121106-004506.

You can also reply using this link: http://logitech-en-amr.custhelp.com/app/account/questions/detail/i_id/8546189/username/a7x.sgates@hotmail.com


Thank you for choosing Logitech. Have a great day, Samuel!

Regards,
Yul Amiel
Logitech Inc.
Customer Care - America
(646) 454-3200
6:00AM to 6:00PM
Pacific Time Monday - Friday (excluding some holidays)


Customer Samuel Gates via CSS Web 11/09/2012 03:19 AM
Hello Yul,
I don't have a receipt because it was a gift but I took a picture with my number on a piece of paper next to it if that works?

First Name: Samuel
Last Name: Gates
Street Address: xxxxxxxxxx
City : Buchanan
State : MI
Postal Code : xxxxxxxxxx
Country : United States
Mobile : xxxxxxxxzzxxxx

Product name: Logitech Z323 Speakers
Model Number (M/N): S-00075
PID or S/N: SN012
Part Number (P/N): 980-000354

Thank you for all your help, I really appreciate it,
Samuel

Response Luz via Email 11/12/2012 12:22 AM
Hi Samuel,

Thank you for contacting Logitech Customer Care and for your response.

I am pleased to inform you that your warranty replacement order has been submitted. Your brand new Logitech Z323 Speaker System will be shipped in five (5) to seven (7) business days to the address below:

Samuel Gates
xxxxxxxxzzzzzxxx
BUCHANAN MI xxxxxxxxxx United States

Please note that you don't have to return your defective speakers.

I will be tagging the case as Solved so you may receive an email survey regarding our services.

Question 1 is about your overall satisfaction with our service (10 being the highest).

Question 7 is the number of times you created a ticket to resolve this specific issue (NOT on the number of times you replied to my email).

I would appreciate if you could spend some time to complete the survey at your convenience to evaluate the service that I have provided.

I sincerely hope that you will enjoy using the Logitech products and should you have any further questions or issues, please do not hesitate to let me know, as I will be more than happy to assist you.

To help us keep track of your previous interactions with us, this is your support Incident Number: 121106-004506. You may refer to this case for future reference.

Thank you once again for contacting Logitech and have a great day, Samuel.

Kind Regards,

Elle
Logitech Inc.
Customer Care

Some End Things

So I hope that helps you a little and you can take away some thing like how I was always polite and spelled correctly, always play along and never question them. Here's my POP, I did this pick in 2 mins. before school one day so it's kinda sloppy but it just goes to show how little they pay attention.



I got the pictures of the speakers online and then just wrote the numbers on a piece if paper and took a picture and added it too the image with the help of GIMP.

I hope you learned alot and enjoyed this little guide. If you need any help or have questions just ask.

Thanks for reading!

[Apetrick]

Nice job and good tutorial +1. I'm going to have to get some free stuff now

[A12danrulz]

So all in all, you got a free speaker set from Logitech? Very good work. I did something similar lately for my friend with a video game because he wanted his money back, but it was already opened. Social Engineering is quite possibly one of the most useful arts of hacking.

[h4ck3rpr0n3]

Haha thanks man, yeah it's fun. In truth i'm kinda addicted to a point where I now limit myself to so many attempts a month period as to not draw attention to myself. Obviously hitting up the same company without dropping it at a different house is stupid but then again all you'd have to do is use your real name or notify a neighbor that you "Put in the wrong address" and that your expecting a package for you to arrive in the next few days at their house. Easy haha.

[A12danrulz]

Yeah it really is. I need to do this more often. You did a lot of things right with that. That is about as close to perfect as an SE attempt can go. Ill list a couple things to make it easier for people to see some good tactics:

1) The Customer is Always Right
If you say something enough, then it has to be taken as truth by the representatives, especially if there is no hard evidence against you.

2) Blame technology
Always always always do this when you can. Many people will accept almost anything when it comes to gremlins living in our computers. You dont even have to give a possible reason. Just say that it doesnt work enough times and Point #1 will exert itself.

3) Detail detail detail
Always have the correct information to any possible question they could ever ask. Will save a lot of issues

4) Communication
Always choose a form of text based communication over talking on a phone or in person. That way you can take all the time you want to find product numbers, craft intricate lies to an answer, or plan out your next step. And it makes a conveniant way to send pictures, which I have noticed that almost all people assume photoshop doesnt exist in these situations. Good thinking.

Just a quick highlight on some of the things you did well, in case some people missed them.

[Godman777]

Dude, this is close to stealing, and that's almost the same as piracy... Which is very frowned upon here. I don't condone this one bit.

[h4ck3rpr0n3]

Thanks for that, I guess it could be easy to miss with all that text haha. But Logitech is one of the easiest places to SE, and then Microsoft. Also something I forgot to mention, most of the time something close to or above 100$ (certainly above) you'll have to send back into them, you could always try the box method or biohazard but they don't always work so before it comes to that try and stay away from having to send things back. In this case it was only a pair of 70$ speakers so they didn't bother, maybe i'll i'll make another tutorial describing the box and biohazard things, we'll see haha.

[Apetrick]

Dude, this is close to stealing, and that's almost the same as piracy... Which is very frowned upon here. I don't condone this one bit.

Considering that we have a board specifically for SE and it is a form of hacking then it's all right.

[Godman777]

I didn't say that this topic should be locked or anything, I just said I don't condone it.

[h4ck3rpr0n3]

Dude, this is close to stealing, and that's almost the same as piracy... Which is very frowned upon here. I don't condone this one bit.

I understand and respect your opinion and am sorry if I offended you with this but it was just to help others in their ventures if they decided to try their hand at this. I was hesitant myself when posting this but I dis check with Ironman jncase it was a little too far but he Okayed it. Plus as Ape said there is a board for this specifically so... Yeah haha.

[Ironman]

This is good tut. It shows just how low some companies set the bar for burden of proof. I personally don't condone this either. But I find it interesting and is a great example of S.E.

[h4ck3rpr0n3]

Thanks, and yeah it does.

[Alex47]

Christmas soon so might try my hand at this, know ways to send emails without giving away your ip incase things go sour? (REALLY paranoid over getting caught, it's a *****)

[Almost]

Dude, this is close to stealing, and that's almost the same as piracy... Which is very frowned upon here. I don't condone this one bit.

Glad I'm not the only one... Many customer supports choose the safe side in any argument, and rather pay up to the few people doing this than lose customers that are honest. That's easy to abuse, even at your local supermarket. Either way, it's stealing in my book.

Furthermore, Social Engineering is a legit hacking style, of course, but primarily it is not to get free stuff. Hacking is about getting information and access, and SE is getting these things through human interaction. Talk someone into giving a password, an IP, that kind of stuff. I think it's where you draw the line for yourself: if you gain access to someones computer, or access their e-mail or facebook, no material damage is done. If you could blow up an iPhone remotely, would you do it? Most people here call themselves white-hat and say they'd never just rm rf a victim for no reason. Then why would you get products from a company without paying?

Ah well, just my 2 cents. All ethics aside, you performed the con nicely, and I like the write-up

[h4ck3rpr0n3]

Yeah, I see what your saying. I guess when you put it that way it's not very ethical... But thanks haha.