non-support: Suddenlink can't help itself
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.