1. The clearly farmed out their customer support web site to Siebel, who's name appears all over the place. You jump back and forth between domain names to do anything.
2. When you have to enter your account number, you must type it with no spaces or dashes. On the printed bill, it has dashes. This is an inexcusable laziness on their part. You want to allow customers to type something EXACTLY as it is written on the printed form, to reduce the number of support complaints.
3. They don't actually send you the bill as a (PDF) document that you can read and save. They send you email saying you can read the bill at their site. This wastes my time, because I certainly am going to use a unique password for their site (*you* don't trust them to not be hacked, do you?) and there is little chance I will remember it from month to month.
4. Their web site only offers bills in HTML format. While that is fine to read on line, it is horrible if you want to file it on disk and keep it with your financial records.
Not that I should single out LIPA for laziness. They are just one of many companies that don't understand that having a really great* web presence reduces customer support costs.
*great does not mean flash animation. It means simple, clear pages, that ADA accessible and provide information in a variety of ways, so the customer can decide how to use it.
