Slashdot Mirror
eFax Hell?
RH Wesson asks: "We use eFax to distribute a 3 page fax once a week to about 75 customers of ours. Yesterday we uploaded a postscript version of our 3 page fax instead of the usual PDF version using the eFax Manager on Windows. We started getting calls from our customers about a 300+ page fax of garbage (it was really postscript source) We spent hours with eFax requesting them to stop the sending of the garbage. eFax was never able to stop it, in fact we spent hours trying to determine if the fax was even in their queue. In short we lost a lot of business that day and managed to piss off ALL of our customers at once. We are going back to using a regular fax machine. Has anyone else had a situation where the danger of technology loosing you business outweigh the efficiencies gained?"
It sounds like you didn't do much testing. I write programs to do jobs at my work, and though I believe in my abilities, I also don't believe I'm God. Therefore, I test everything thoroughly before I use them in production. And I'm public sector. In the private sector, it's even more crucial as your customers can actually walk away.
You should've tested this new fax technology, in house and then by setting up a group of "special" customers (give them a small discount as incentive) to beta test it with (and since they know there could be errors and they are being compensated, they won't be pissed when there are bugs). After the new fax technology works for a month or two (depending on how much it's used), then, and only then, begin using for everyone. Repeat this procedure on a smaller scale if you are using the software in a never-before-used-way. This technique really goes for most technology.
-- Political fascism requires a Fuhrer.
From: eFax supported File Types
X(7): A program for managing terminal windows. See also screen(1).
That's why businesses have policies, procedures, rules, and those sorts of things. I realize they're no fun, but they prevent shit like that from happening.
Was your switch to eFax just a whim too? I certainly hope not. Was the first thing you sent through it a full-scale mailing to all your clients? I certainly hope not.
Blaming and dumping eFax is not the solution here. You should've tested your change in procedure. They worked fine with the old procedure. If your your office building burned down, would you move all 50 people back to your company's old 4-person office because it never had that problem?
Random and weird software I've written.
I have to admit that I have experienced my share of frustration with EFax but this question rings of retribution more than a real request for answers.
Perhaps it might be prudent to send the file to a single fax machine first, to make sure that this won't happen in the future. As for the current siuation, perhaps you can fax your customers some blank paper to make up the loss.
Next week on Ask Slashdot:
Same guy writes: I faxed my customers an apology for crapflooding their fax machines, but eFax misinterpreted the PostScript file again and they got another 300 pages of garbage. They're really pissed now. Man, is eFax screwy or what?
Unknown host pong.
When I was new to web programming, about seven years ago, I was making one of my first web sites for a client. It featured a mailing list you could sign up for, so that the client could send you advertising. Ugh. It was initially seeded with a list they obtained from a hastily-made (by someone else) "give us your email address" form on the old site, which also asked for home address and whatnot. Hundreds of people were on the list.
Well, before the mailing list functionality was finished, the client called -- they wanted the password for posting messages to the list.
I told them no, because it wasn't done yet. They went to my boss, my boss said "give them the password", to which I said "okay, but make sure they don't use it yet, because it's not working properly. I don't know what would happen."
Needless to say (but I'll say it anyway), they ignored me. That night, they sent out a single-word email to the hundreds of people on the list.
The email said "test".
Unfortunately, the email also had, as a Word attachment, THE NAMES AND ADDRESSES OF THOUSANDS OF CUSTOMERS OF THIS CLIENT. I can only assume (they never took the blame) that the owner of the company (who requested the password) wanted to "test" if the mailing list could handle attachments.
To top it all off, since the functionality wasn't done yet (and I was too naive to think they'd ignore my advice not to use the list yet), the mailing list was broken. The reply-to address was the mailing list's address, and the password feature was, unbeknownst to me, broken.
Every response to the "test" mailing (usually "why did you send me these people's addresses?!?") was automatically sent out to everyone on the list.
Uh oh.
This became a problem around 9am EST, when people started checking their email at work. By the time I found out about it an hour later, thousands of emails were flying around, lawsuits were being threatened, and our client insisted it was ME who sent out the test email. I felt especially bad for the webTV users on the list, who couldn't delete the mail as fast as it was coming in.
At the end of the day, I spend the entire week calling and emailing people to apologize on behalf of the client -- not because the client wanted it, as the client wanted us to tell the customers to GTH -- but because I felt so awful about clogging their mailboxes with garbage.
Lessons learned:
1. Always keep technology disabled until it's tested and ready to be run;
2. Never develop in a production environment;
3. Clients never listen, and never own up to their own mistakes;
4. People do genuinely feel much better when you apologize for your mistakes by phone than they do when you do it by email.
...is to have a formal apology letter PERSONALLY signed by your CEO along with a CASE of paper (to make up for the waisted paper from the 300 page fax, and for the toner for that matter). It might cost you a bit, but I think it would go a long way to mend a few fences, so to speak.
"1984" was ment to be a warning, not a guidebook. You hear that Kim Jong-il!? BushCo?!
See here: Loose-Lose
-- $SIGNATURE