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February 22nd, 2007

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07:57 am - Dear Anthem Blue Cross/Blue Shield (II):
Just a brief note to your web programmers, whom, I assume, are using Websphere to base your website upon. Now, I'm certainly not by any means the be-all and end-all of programming of any type, but it does seem to me that "Portlet Error:org.apache.jetspeed.portlet.PortletException" is, perhaps, not the best way to let a customer know that, although they've registered with the website, their member number has inexplicably changed since the last time they've logged in and so the system cannot find their records with their old member ID.

I would humbly suggest that a better error message might be "Error: cannot locate member records. Contact customer service," or simply, "System error: contact customer service at 800-WHATEVER," or even "Website unavailable."

In addition, it might be advisable to have a METHOD of contacting the web support team in the event of an error, rather than, as in this case, having the "Contact Us" page also lead to a simple "Portlet Error:com.ibm.wps.pe.pc.legacy.impl.TransferPortletException" message.

Of course, ideally, if you change a member's ID number in your back-end system, it would be preferable to change all the links in whatever databases you maintain to reflect the new number seamlessly, so that the customer can still log onto the website without completely re-registering.

Especially when the REGISTRATION part of your site is broken for everyone with no ETR.

But that's just my humble opinion as a customer.



(4 comments | Leave a comment)


[User Picture]
Date:February 22nd, 2007 04:11 pm (UTC)
But but. . . .that means that someone might have to write an if statement!
[User Picture]
Date:February 22nd, 2007 04:12 pm (UTC)
Or try to trap exception errors. Ooooooh.
[User Picture]
Date:February 22nd, 2007 04:19 pm (UTC)
or even just write a generic error statement.
"Your request has encountered an error. Please contact customer support at: 1800...."
That would work for pretty much any/everything.
[User Picture]
Date:February 22nd, 2007 05:20 pm (UTC)

My favorite is how the Contact form errors out too. If anything, that should *always* at least show a tech support number or something.



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