Monday, January 11, 2010

non-support: Suddenlink can't help itself

My cable bill appears on my bank's billpay site, but when I click "View Bill" nothing displays. My bank can't fix it. So first I tried Suddenlink's "Chat now":

S Page: my problem with viewing my Suddenlink statement through my bank's online bill payment system. Can you assist with that?
Dana: Unfortunately, no. We provide the statements to your Suddenlink.net account. ... Viewing it via your bank's online bill pay, could be an issue with their system.
S Page: No, wsc.suddenlink.net is definitely doing something wrong. My bank's billpay site shows all my other electronic bills fine. It presents the amount and date of my Suddenlink bill fine, but when I try to view the Suddenlink bill, a) it only works if I reduce my browser security settings and b) even when I do that I get "JSPG0036E: Failed to find resource /WEB-INF/jsp/lang/en/atl_cferror.jsp".
S Page: This is a highly technical flaw with https://wsc.suddenlink.net/EUR_ViewBill/Controller/ProcessCheckFreeAuthorisation?data=...
Dana: That could still be an issue with their site. Have you been able to view your bills at that site before?
S Page: As I said, *every other electronic bill* I get works fine. Problem a) has been around for over a year, but the error message b) is new.
S Page: Do you have a bug reporting system? I want you to enter in it "Customer reports two problems with wsc.suddenlink.net's presentation of online billing to another billpay system. ..." I would be happy to provide more details but there's no point if you don't have a method to report problems with this system.
Dana: We do not have a method to report this that I am aware of. I can report it in your account.
Dana: Everything that I am finding on that error appears to be software issues so far.
S Page: Well that's completely lame. I'm trying to help Suddenlink fix a problem with a service it provides! Suddenlink must have a director of web software engineering who needs to know that your electronic bill presentation system isn't working. Yes it's a software problem.
Dana: (no response)

I tried again with Melanie on the phone. She also had no means to report that their bill-presenting software is broken, the best she could do is e-mail her supervisor.

It's the same sad pattern as Earthlink support and Symantec support. They can all help a customer with certain classes of problems, but the company is structured to be incapable of letting a customer help them.

The future of the web is supposed to be autonomous bits of software talking to each other on behalf of customers, but dinosaur companies aren't set up to support the interaction.

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  • Good Morning,

    I am with Suddenlink and was reading your post regarding viewing your bill through your bank's online bill pay system. If you can view the amount of your bill and the date, as you stated, then our relationship with your bank is established. We cannot control how your bank displays our information to you. They are obviously recieiving the information, just not displaying it correctly. I would suggest contacting your bank and seeing if they can help resolve your issue. If you have further questions or concerns, please feel free to contact me at tina-AT-suddenlink-DOT-com. Thanks!

    By Blogger Suddenlink Help, at January 26, 2010 6:29 AM  

  • Following up on my comment from yesterday, here’s some additional information that might help you: Your bank should contact “Check Free” to alert them of the error that occurs when your are attempting to load your most current bill image. Your bank has to be the party that contacts “Check Free,” we cannot do so. Once “Check Free” opens a case on this matter, they will work on a resolution to the issue and (if necessary) contact a vendor that works with us to help resolve it. I hope this additional information is helpful to you.

    By Blogger Suddenlink Help, at January 27, 2010 7:18 AM  

  • Hey tina-AT,
    It's nice to speak to a human being with more of a clue. However, wsc.suddenlink.net is the proximate cause of failure, NOT my bank's web site. My bank just creates a browser frame and asks wsc.suddenlink.net to display its bill, and wsc.suddenlink.net never does.

    The good news this month is the JSPG0036E error is gone, so I can view the site if I reduce my browser security settings to "Accept third-party cookies". But this is still a problem: it's insecure and no other institution that presents e-bills through my bank has this requirement.

    My bank says there's nothing they can do, so adding more layers of support uncomprehending support departments to this problem probably won't resolve it.

    By Blogger skierpage, at March 02, 2010 8:11 PM  

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