6 ms·

How Not to do Online Utility Billing

35 points by mocko 16y ago

antihero 16y ago
As to the disclaimer, I think it's fighting back at the fact that many people (rightfully) refuse to talk over the phone because there's no paper trail, but companies are scared of actually being held to account for what their employees agree to. If I were ever to have a remotely contentious situation with a company, I'd do it in writing, and if I absolutely had to do it by phone, I'd record the call.
- pavel_lishin 16y ago
  > if I absolutely had to do it by phone, I'd record the call. This may not be legal everywhere.
  - sdkmvx 16y ago
    Unless of course you tell them and they consent to it. And if they don't consent to it, tell them you need to do it in writing. Disclaimer: not a lawyer, but you shouldn't be taking legal advice from the internet anyway.
  - mgkimsal 16y ago
    They record all of my calls by starting off the call saying "this may be monitored for quality assurance". I'm thinking of having all my outbound calls start with the same message, and recording them all. If someone doesn't want to be monitored, they can choose to deal with me only in writing then.
    - JonnieCache 16y ago
      > I'm thinking of having all my outbound calls start with the same message Good luck with that.
      - mgkimsal 16y ago
        Wouldn't be that hard with Twilio, though it would add some considerable expense for longer calls.
        deleted 16y ago
        [deleted]
        pavel_lishin 16y ago
        I don't think he's saying that it's a significant technical challenge. The software and hardware will play along just fine, but I think you'll run into trouble at the wetware level. tldr - people will hang up on your ass.
slavak 16y ago
I particularly enjoyed the first line: "the internet is inherently insecure..." Okay, joke's over, everyone pack up and go home. Last one please turn off the lights... Alternatively, this could be some kind of philosophical comment on the futility of life. "The world is inherently unsafe. The only certainty is in uncertainty."
jedsmith 16y ago
I always wonder what bit is twiddled on my account when a provider can't access it. It's happened to me countless times. Oh, our integration code doesn't account for you not having a middle initial. Please call customer service to complete registration so our agent can push Submit instead. Or Comcast automatically picking an @comcast.net e-mail for you, then not letting you sign up for online bill pay because their systems aren't integrated. I've gone through at least three iterations of "account" with Comcast.
d_r 16y ago
Not to put down people's hard work, but I am yet to encounter a utility company website that has any sort of sensible usability. Multi-digit pin number login names, split into little textboxes, that are frustrating to enter? Check. Only 4-digit passwords? Check. Emails me a PDF attachment that just asks me to go to their website? Check. Each time I move (and get a new utility co), new surprises await. My latest utility company apparently uses a slew of Gmail accounts to massmail the statements. Sigh. Screenshot: http://dennis.posterous.com/why-are-utility-company-websites-always-this http://dennis.posterous.com/why-are-utility-company-websites...
- trop 16y ago
  Though it's no reason to move to Pennsylvania, PPL Electric there adopted a stunningly usable online billing system a few years ago. No idea how that happened, and as I don't live in NE Penn. I can't provide a screenshot. Ironically (for the original poster), PPL's owner operates a UK utility.
klbarry 16y ago
Con Edison and Time Warner in NYC both have fairly usable and quick services.

35 points by mocko 16y ago

As to the disclaimer, I think it's fighting back at the fact that many people (rightfully) refuse to talk over the phone because there's no paper trail, but companies are scared of actually being held to account for what their employees agree to. If I were ever to have a remotely contentious situation with a company, I'd do it in writing, and if I absolutely had to do it by phone, I'd record the call.

pavel_lishin 16y ago
> if I absolutely had to do it by phone, I'd record the call. This may not be legal everywhere.
- sdkmvx 16y ago
  Unless of course you tell them and they consent to it. And if they don't consent to it, tell them you need to do it in writing. Disclaimer: not a lawyer, but you shouldn't be taking legal advice from the internet anyway.
- mgkimsal 16y ago
  They record all of my calls by starting off the call saying "this may be monitored for quality assurance". I'm thinking of having all my outbound calls start with the same message, and recording them all. If someone doesn't want to be monitored, they can choose to deal with me only in writing then.
  - JonnieCache 16y ago
    > I'm thinking of having all my outbound calls start with the same message Good luck with that.
    - mgkimsal 16y ago
      Wouldn't be that hard with Twilio, though it would add some considerable expense for longer calls.
      - deleted 16y ago
        [deleted]
      - pavel_lishin 16y ago
        I don't think he's saying that it's a significant technical challenge. The software and hardware will play along just fine, but I think you'll run into trouble at the wetware level. tldr - people will hang up on your ass.

slavak 16y ago

I particularly enjoyed the first line: "the internet is inherently insecure..." Okay, joke's over, everyone pack up and go home. Last one please turn off the lights... Alternatively, this could be some kind of philosophical comment on the futility of life. "The world is inherently unsafe. The only certainty is in uncertainty."

jedsmith 16y ago

I always wonder what bit is twiddled on my account when a provider can't access it. It's happened to me countless times. Oh, our integration code doesn't account for you not having a middle initial. Please call customer service to complete registration so our agent can push Submit instead. Or Comcast automatically picking an @comcast.net e-mail for you, then not letting you sign up for online bill pay because their systems aren't integrated. I've gone through at least three iterations of "account" with Comcast.

d_r 16y ago

Not to put down people's hard work, but I am yet to encounter a utility company website that has any sort of sensible usability. Multi-digit pin number login names, split into little textboxes, that are frustrating to enter? Check. Only 4-digit passwords? Check. Emails me a PDF attachment that just asks me to go to their website? Check. Each time I move (and get a new utility co), new surprises await. My latest utility company apparently uses a slew of Gmail accounts to massmail the statements. Sigh. Screenshot: http://dennis.posterous.com/why-are-utility-company-websites-always-this http://dennis.posterous.com/why-are-utility-company-websites...

trop 16y ago
Though it's no reason to move to Pennsylvania, PPL Electric there adopted a stunningly usable online billing system a few years ago. No idea how that happened, and as I don't live in NE Penn. I can't provide a screenshot. Ironically (for the original poster), PPL's owner operates a UK utility.

klbarry 16y ago

Con Edison and Time Warner in NYC both have fairly usable and quick services.