- Report: #1118998
Report - Rebuttal - Arbitrate
Complaint Review: Metrofax.com
Metrofax.com6922 Hollywood Blvd. Los Angeles, CA - 90028, Select State/Province USA
Metrofax.com J2 Global Inc.Efax.com Metrofax Not Working Properly I'm Told It's My Fault - They're Deceitful! Los Angeles California
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Metrofax used to be great, then they were bought by J2 Global (a subsidiary (or owner) of efax.com). They tried to hide this fact when I called multiple times to see why the fax service wasn't the same and why it looked different and why it didn't function the same way. The transition to the new system occurred in the first two weeks of December 2013.
We never had any of these issues when it was Metrofax but now that they sold out to J2 the system lacks basics like being sent a PDF for fax confirmations. Yes, you read that correctly. They no longer send PDFs, guess what they send now?? They send TIFFs. Yes, a format that nobody in business uses! These geniuses thought, well, lets take the format that everyone uses (PDF) and stop using that and change the format to TIFF because nobody uses this format in business - yeah that makes a lot of sense. I specifically stayed away from efax.com because it lacked some basic common sense and now that efax.com bought metrofax they have implemented their stupidity on Metrofax as well. Not a good move.
So the new Metrofax system does not email the messages to us after we receive a fax. It works sometimes an doesn't work other times. Before they changed the system it worked just fine, not a single issue with specific problem. Now they switch their system and try to blame me that I'm doing something wrong that it's my spam filter (which I check daily and it's NOT the spam filter). Then they say, "You can login and check to see if you got new faxes." - oh really?? So I should login 10, 15, 20, 30, 50 times a day to "see" if I received a fax?
So now Metrofax's problem is my problem? How do I know how often to check? Shouldn't their system just email me the fax like it always has done before? The first time that their system didn't work it cost me $1200, yes $1200 because I was expecting a fax for a deadline and the customer faxed it in but I never received it via email (like I have always received before). Since I didn't receive the fax in time I missed the costly deadline. Nobody at Metrofax seems to care and keeps stating that it's our fault. It's NOT our fault, their system isn't working.
This is the message we received from one of our clients and this is the 5th or 6th time this has happened since J2 took over Metrofax's system in mid December 2013:
Sent: Thursday, January 23, 2014 1:26 PM
Subject: RE: Signatures Needed - Longview
I refaxed these forms to you this morning, did you not get them??
So today, January 28th 2014 I was on the phone with them for 23 minutes (most of it on hold) and then of course when I wanted to speak with a supervisor I got hung up on (I'm sure it was one of their famous accidents...)
I would definitely NOT recommend Metrofax. Their service is lacking and their online fax system does not work like it used to or like it's supposed to. Be prepared to be blamed by them as the consumer when you haven't changed anything and you know for a fact it's their system.
This report was posted on Ripoff Report on 01/28/2014 10:45 AM and is a permanent record located here: http://www.ripoffreport.com/r/Metrofaxcom/Los-Angeles-CA-90028-Select-StateProvince/Metrofaxcom-J2-Global-IncEfaxcom-Metrofax-Not-Working-Properly-Im-Told-Its-My-Fault-1118998. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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