State: Lima City: Lima Product: Efax Free Trial Clear all filters (1 of 13 reviews match)
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eFax in Lima, Lima - Used free trial, unable to cancel

I desperately needed to be able to receive faxes, so signed up for a free trial with eFax. Now I don't need them any more, want to cancel. One insufficient answer to my many emails. When I phone them I get an unintelligible message from an answer machine. Who can actually help me with this? Why does the complaint have to have 100 words? I am able to express myself clearly in not too many words. So I am just adding something to satisfy your machine. xx xxxxxxxxxxxxx xxxxxxxxxxx xxxxxxxxx xxxxxxxxxxx xxxxxxxxxxx xxxxxxxxxxxxxx xxxxxxxxxx xxxxxxxxxxxxxxx xxxxxxxxxxx xxxxxxx xxxxxxxxxxx xx
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Reg S
#542233

I sent this to a Level 2 supervisor at eFax today....

I have always believed the concept of the eFax product was a great idea for every type of consumer, however, I never had a real need for it's use because I've always had a dedicated fax line. This fact recently changed which caused me to consider suing eFax. Since becoming a customer I've found serveral issues that caused me to become uncomfortable and unsatisfied with service.

1. My efax messenger has NOT worked the entire time I've been a customer. This was not something I expected to have to deal with as a customer given the global popularity of this product.

***I want to make certain I express the fact that the representative I spoke with in CANADA explained this issue to me in great detail. He was attentive, understanding and wanted to make sure I had a clear understanding of the issue, why it happened and how and when it would be resolved. Because of him I now know that due me having Win 7 (64 Bit) on all my computers the current software doesn't work. He also advised me of the resolution prepared to fix this issue is currently "on it's way but isn't out just yet." His treatment of me was excellent and I came away from our conversation NO LONGER irriatated and upset. eFax really has become a necessary componet to my home office. The rep in CANADA was outstanding and he truly saved the day.

2. In complete contrast to all I just said about the rep in Canada I want to express my feelings about the 5 previous phone calls I've made to eFax prior to today. I called Tech Support and Customer Service more than once over my first 30- days of using the eFax service. ALL the reps I spoke to were in India.

2a. I found it extremely irritating that I experienced a communication barrier each time I spoke to reps on the Tech Support Team. The stress of trying to understand someone who is in charge of helping me resolve an issue is the all time worse for any customer.

2b. The reps in India and I do mean ALL of them I've spoke with including the lady named Sarah of whom I spoke to twice today...were ALL rude beyond belief. I had to repeat my issue 2-4 times with each of them as well as repeatedly proivide my eFax number which I clearly state at the very beginning of each call. One rep claimed all I needed to do was uninstall and reinstall the software. In telling me to so the rep cut me off several times while speaking, raised his voice at me and acted as if he was rusing me off the phone. His solution did not work for me in spite of his "all knowing insistence." Another gentleman in Tech Support told me "I flat out didn't know what I was talking about" when explaining my issue. He too raised his voice at me. He told me he would be emailing me a link to a different version of the software that would work better on my computer in "just a moment." That moment was weeks ago and to date I've never received any such link.

2c. TODAY I call and spoke to Sarah in India. Rather than trying to help me resolve my issue she told me the following:

-I should just send all my faxes via email since I was having a problem.

-It doesn't matter that I pay the service and that the software has never worked the whole time I've been a customer. The reason why faxing via email is available is because the software doesn't always work...sometimes it works and sometimes it doesn't were her exact words to me. She too raised her voice as if I was getting on her last nerve!

-When I expressed my concern about the "software NOT working sometimes AND I'm paying customer, Sarah snapped at me with the comment that she would "just cancel my account then because that's how it is and there was nothing she could do." I then asked to be transferred to Level 2 in California. She sighed in my ear, gave a case number, told me to hold and hung up in my face. Oddly enough I got Sarah AGAIN when I called back. I asked to be transferred to California...she transferred me to Otta, CANADA! It was good she did as THERE is where I got the best customer service.

I also failed to mention when I called one day last week I was transferred and put on hold for 38 mins with no one ever coming to the phone.

Number 2 down is NOT a good look for j2 Global or eFax and with the economic shift we are seeing all over the US, more customers like myself will not tolerate the stress and strain of dealing with these kinds of service issues. Our money can be spent elsewhere as opposed to with eFax. It's a HUGE issue that needs to be seriously addressed. NONE of your customers anywhere in the world should be treated as I've have by your reps.

Thank you for giving me opportunity to share my opinion and experience.

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#323178 Review #323178 is a subjective opinion of poster.
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