Why Are Problem Reports So Difficult?

Because I don't enjoy writing checks, I have set many of our accounts to be auto-payed from bank account or credit card. If I can, I also opt for paperless invoices.

One of these accounts recently notified me, by email, that my invoice was available. This is not new. The email included a link to the web site

Click here to view your invoice
https://www....com/homeandoffice/billing

However, when I clicked the link, I received a "page not found" (aka "404") error.

Being a smart person, I then navigated the web site on my own, logging in to my account and clicking to the standard location for invoices. Yep, there's the current invoice. Looks fine. We're all set.

But there's that 404 error. I should tell them about that.

(Why do I do this? Why do I continually do this?)

To: eservice@——...
I received email notification that my invoice has been generated. The link in the email
> Click here to view your invoice
> https://www.....com/homeandoffice/billing
gave a 404 error

I received a reply.

We apologize for the inconvenience caused. Please note that it will take 2 business days for an invoice to appear on the website from the date of its generation.

Okaaay. Probably factual. Not particularly relevant in this case. I tried again.

I sent you a bug report. You sent me an alert with a bad link. Fix that.

Nope. They don't get it.

Thank you for your response. We apologize for any inconvenience caused. Our records indicate that your invoice was generated on 02/06/06. Hence, we request you to try to view your invoice online after 2-3 business days.

Yes, well, I sent my problem report on Feb. 9. Sounds like 2-3 business days to me.

Maybe more words will help.

My Invoice was available when I accessed the web site. I sent my letter to you after the invoice was available.

Let's try again, slowly, from the top:

You sent me email.
The email claimed to contain a link to my online billing.
The link was bad. The result was a "page not found" error.

The invoice was online. The invoice was available. The Link was bad.

And... (drum roll) the response.

Thank you for your response. We apologize that you are unable to view your invoice. Please be assured that we are working towards a resolution. If necessary, we can either mail or fax a copy of your current invoice.

Is anybody home over there?