The Poor Customer Service at Efax (part of J2) is worse than having no Customer Service at all!
07/07/2008
I’ve used efax for about 5 years and I’ve recommended it to other people as a way to free up or use one less phone line. However they recently stopped putting the caller ID information in the subject of their faxes about two weeks ago. I logged on to my control panel and didn’t see that as an option so I decided to call up and ask if they could put the caller id information back on the subject as they’ve been doing for years.
Unfortunately Efax or J2 outsources their customer service to India. And I wound up talking to Roger C. in the Mumbai India office. Unfortunately Roger although a live person, didn’t have the slightest clue what I was asking for. He would say that he would speak to someone about this. He did everything to get rid of me in his limited broken English vocabulary.
I kept my patience until he said he would send me a test fax to test the system and open a trouble ticket. I could tell he didn’t have a clue what I was asking for so no amount of “testing” was going to solve anything. He refused repeatedly to let me speak to a supervisor until I gave him my website and got his name and told him that he would be on the website within 20 minutes and that if he didn’t transfer me to a supervisor his name would be the only one in the post. That got him more motivated I think and it’s been another 12 minutes on hold since then, for a total of 38 minutes so far and I’m still on hold.
Good customer service is just having someone answer the phone that knows what they’re doing. Unfortunately Efax clearly doesn’t have that yet. I apologize because I try very hard to keep things here on topic related to toll free number and not for personal venting. But the moral of this story from a toll free point of view is that you should never use an efax service without using your own toll free number to get the calls there. That way you can switch services if you have to, without notifying everyone of a new fax number and missing any calls. Fortunately I don’t even know my efax number because our toll free number 800-FAX-0095 points there and isn’t part of their system so I can change it, which I’m afraid I’m going to have to do.
I was finally almost an hour later about to talk to a “supervisor” meaning someone without an indian accent. Regardless of the outcome the process was totally absurd and it shouldn’t take an hour and threatening to write about the initial rep to get to talk to someone who even knows what caller ID is.
Related stories:
eFax customer disservice, part 1 and part 2
Efax Sucks
Sippey’s opinion of efax.
Epinions’ opinions on efax.
Faxbeep.com opinions on efax
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