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Not pleased with Efax
What do you like best about the product?
Hipaa compliant is helpful to us as a provider
What do you dislike about the product?
It's very antiquated (see above) we can't search or change file name by patient name
What problems is the product solving and how is that benefiting you?
HIPAA compliant
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eFax Service - worth it! eFax Account Support - not so much....
What do you like best about the product?
Our agency has been using eFax for over 3 years to handle all of our faxing needs. We use both the standard and secure features associated with the system. From porting phone numbers to initial training was excellent and the guides were helpful to handle any concerns that we had. In the past 3 years, we have NEVER had a downtime event or lost fax.
What do you dislike about the product?
Account Support. From Account Management to after-sales Support, it is quite clearly evident to me that they do not care about their customers. Trying to discuss options with my account, I have emailed and called a dozen times requesting time on the calendar to discuss our future options. At the time of this writing, I am still waiting for a response to my email sent on 7/31/2023.
What problems is the product solving and how is that benefiting you?
I'm not sure eFax is solving any of my issues. There are many faxing systems available and eFax just happens to be one. At the time of my selection, they were the most well-known and had the largest number of servers to accommodate all of their client's faxing needs.
Poorly run company that will charge you to keep your fax numbers
What do you like best about the product?
it is easy to set up new lines on the fly once you have an account. Can maintain HIPAA compliance with BAA.
What do you dislike about the product?
Poor to non-existent customer service. It has been an absolute joke trying to get anything except sales, and sales immediately disappears after you sign a contract giving you zero support with technical or billing issues. No one returned my contact attempts by phone or email for over a year, until I finally heard from collections about a billing issue I was trying to resolve (hi we're cutting off your service now- super helpful). You should also be aware that if you buy your number directly from them rather than porting it in from elsewehere, they will charge you an absurd amount to keep the number and port it out to another provider. Keep this in mind if fax number recognition is important to your business and a change to the number down the line would be disruptive. The password/account administration and login is also quite clunky and often buggy. I inherited the account I work with and would never willingly choose this vendor again based on my experience. The initial account bills were spiking due to overages and sales pestered me to no end about moving to a different account structure. I resisted knowing it would be a big pain to change, but eventually pressure from specific internal group wanting a feature not available on our current account pushed us to move. As I had anticipated, it was a huge pain to do so, we had to sign a new contract term and they could not simply update our current account, we had to archive everyone's data (contacts and saved faxes) and create brand new accounts. We incurred over $3k in overlapping bills due to the lack of support from the company through the transition and those users that wanted the feature and are also the heaviest users who the bill spikes for, still have not moved due to the disruption of needing to schedule a time to move over. Note also, for some reason that I cannot find to correct, the review is identifing that we are a small business under 50 employees, this is incorrect and we are actually a midsized business with just under 1k employees and 50 separate medical offices. Our term is up soon and I am evaluating other vendors (which is how I discovered that any numbers we added directly with eFax will likely cost us something like $500 EACH to keep if we move away from them). We do a lot of faxing and it is critical to our operations. Finally, I would like to share that this is an incentivized review, I was offered a $50 gift card to review the company. Be careful what you wish for folks.
What problems is the product solving and how is that benefiting you?
we need to send and receive faxes
Activation
Does not activate when you commit? If you want to use it immediately, think twice. I received a notice that you will be contacted by a representative. This seems a little restrictive as I have no desire to to jump through hoops for a simple service. I tried to cancel, but there was no option? Poor business tactic.
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