You might have heard by now that Apple has a big security problem with its FaceTime video-chat software, that could let some users eavesdrop on iPhone others without their consent.

It's a pretty stunning privacy issue, and Apple says it's rushing to fix it.

But it's probably even more surprising to learn that some iPhone users say they discovered the problem a week ago, and were trying for days to reach anyone at Apple to tell them -- only to find that it was a lot harder said than done.

Meet Grant Thompson, a 14-year-old from Arizona, and his mom, Michele. On Jan. 20, Grant tried to set up a FaceTime group with some friends that he planned to play Fortnite with, according to The Wall Street Journal. To his amazement, he found he could eavesdrop on them even if they didn't answer their phones.

He and his mom reached out to Apple via phone and fax -- and then by posting publicly about the flaw on Twitter and Facebook. 

Days went by before they heard back, according to the Journal, and then an Apple employee who said that in order to report a bug, they'd first have to create an Apple developer account.

In a way, this could happen to any of us, right? That's the point.

Customers want to tell you what they like and don't like about your products and services. But it's up to business owners to make sure there's an easy way for them to reach you, even -- or perhaps especially -- when they have bad news you're not looking forward to hearing.

Here's what else I'm reading today:

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Published on: Jan 31, 2019
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