Abdullah Z.
Worst customer support experience I have ever had
I'm really disappointed with eFax customer support, this is day 1 in my trial and I'm super disappointed and frustrated, so the first live chat with their support and I have noticed how he was just rushing to close the ticket without really understanding the issue. My issue was in receiving faxes not sending, it took me 4 times to say that because he wasn't focused on the chat, hence the long waiting time between each reply. I told him I used my HP printer to send my efax number a fax and it didn't get delivered, I used the same printer to send a fax to someone's else number and it worked, he instantly pushed me to contact HP support without really understanding the issue. After some back and forth, I asked him to try to send a test fax himself to investigate the problem, he did it and it didn't work as well, at the end, he escalated the ticket to the higher tier support. To keep things fair, at the end he tried to help me. the second ticket, I had simple question, if I would need to pay anything extra just to have another efax number, it's a yes or no question. Same experience but this time he didn't even tend to let me explain and he closed the ticket, unfortunately, trustpilot doesn't allow links for screenshots I took to validate this claim. He thought I'm asking about how to add another number, he didn't let me rephrase it to him when I noticed that he didn't understand my question and he just ended the chat. I'm done at this point with efax, I'm moving to another service, just mentioning this here because no marketing will ever work if you don't have a good support post-purchase. Thanks,
Response from eFaxJun 22, 2020
Hello Abdullah, This is certainly not the impression or the experience we wanted you to have with us. I have reviewed the chat logs and would very much like to assist you in resolving the difficulties you experienced when dealing with our online chat representatives as well your dissatisfaction. With the eFax service you cannot receive inbound faxes directly to your HP printer unless you are simply wanting to print out the fax afterwards. All inbound faxes are received and delivered to the secure website message center, all registered emails on the account and our mobile App for iOS and Android devices should you wish to download that on your device. We also provide an added security enhancement feature that you can enable free of charge that allows users to be alerted via email of all new incoming faxes, but they must be accessed online only for optimal security. This is something that cannot be provided by traditional faxing machines. We offer a risk free 14 day free trial of the service and you may add additional fax number to your account at any time for an added monthly or annual cost fee. Annual plans offer a 2 month cost savings to you. If you would please contact our Social Support Team at [email protected] we would really like to discuss what transpired and see if there is anything we can do on our end, to gain you back as a valued customer and ensure your full satisfaction with the actions we have taken. Many Thanks. Stay safe and healthy, eFax Support Team