In recent weeks, I’ve learned first-hand what EOS stands for. This happened in what I would call a bad customer experience. Some background.

For some reason, most medical institutions won’t allow emails to be received. This is particularly true if there is an attachment. They only accept a fax. They see this as more secure and HIPAA compliant.

I have a service that hosts my toll-free number (which I don’t use much any more) that allows me to send, forward and receive faxes or so I thought. Recently I tried sending a fax with a PDF attachment to 3 different fax machines at a cardiologist’s office. No success.

I called my service provider and they responded, “If it works, it works; if it doesn’t, too bad.” I said, “Excuse me?” They said, “We really don’t support fax anymore. If it works, it works. If it doesn’t, too bad.”

How do you like that response? I don’t. I think it’s pretty flippant and dismissive.

What they are saying is fax in their world has reached EOS: end of support. They are no longer willing to consider or address any issues involving fax. And, what’s worse, Communikate has not communicated this change in position about fax functionality.

The “world” has moved on to scanning and emailing documents. Fax is a dinosaur. But, snail mail isn’t.

What do you think about this company’s response?

Thought for the week:

“The world is run by people who follow-up.” – Colleen Francis, Engage Selling

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What do you think? I welcome your comments! Dave Gardner
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Dave Gardner

Dave Gardner is a management consultant, speaker, blogger and author based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner has focused on making the complex simple around people, process and technology. He can be reached through his website, www.DaveGardner.biz, or via phone at +1 408-475-7068.

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