Reliable faxing should not be a premier feature
Posted: Thu Apr 04, 2013 7:06 am
After frustrating experiences with faxing, I'm exasperated that reliable faxing has been introduced but not for standard users.
John: Thank you for your question, one moment please while I access that information.
John: How may I help you?
You: I see that premier faxing has been introduced.
John: Yes
You: The ability to reliably fax should not be a premier feature. Just saying.
John: You can install fax to Ooma regardless of your service level, Premier faxing is just an enhanced feature that allows you to send and receive faxes smoothly
You: Even for non-Premier users?
You: How do I turn it on then?
John: Premier fax can only be use by Premier users
John: I'm just saying that even if you dont have Premier fax, you can still use your fax with Ooma
You: Your previous two sentences just conflicted. But I'm back at my initial statement. The ability to reliably fax should not be a premier feature.
You: No I can't.
You: It doesn't work
You: and the forums are replete with people saying so.
You: Which is why you had to introduce this functionality.
John: If you are unable to send or receive a Fax, try the following additional steps:
You: I disabled error checking.
John: 1. Disable “ECM” (i.e., “Error Correction Mode”) on your Fax machine. 2. Decrease the transmission or baud rate. 3. Reduce the number of pages that are sent per fax. 4. Decrease the desired image quality of the fax. 5. Discontinue any large file downloads (for receiving faxes) or uploads (for sending faxes).
You: Here's the thing
You: Here's the thing:
John: Ok
You: If you know everyone can fax no problem there's no need to introduce this new redundancy functionality.
You: The fact that you introduced it proves you know everyone can NOT fax reliably.
You: Not you John. But you represent Ooma and what I tell you I expect to get pushed up the chain.
John: With Basic, faxing is considered as a best effort, with Premier, faxing should work correctly
You: Exactly!
You: Faxing reliably should not be a premier feature.
You: Premier features are things that are conveniences.
John: I respect your opiniion
John: And I fully understand that you are frustrated with this issue.
You: For longer than two decades, a phone line came with reliable faxing.
John: Ok
You: Not forward anywhere (premiere), not enhanced voicemail (premiere), not blacklists. But faxing yes.
You: Please let everyone know.
You: Thanks!
John: We can reassure you that your feedback is greatly appreciated.
John: We urge you to forward your concerns directly to feedback@ooma.com
John: Is there anything else that I can help you with today?
You: Nope. Thanks!
John: Your satisfaction is very important to me. Are you satisfied with the way I handled this chat session?
You: Yes.
John: Thank you for using our Live Chat Support, we appreciate your business with us!
John: Happy Thursday
John: Bye for now
John has disconnected.