It's not enough that the GFI FAXmaker software just continues to run almost without a hitch. When it came down to a small issue today - brought on by the computer being abruptly turned off - I needed quick support. Somehow, after the software had been installed three years ago, the license key number had been lost, and the employee who had set it up had long since gone.

I filled out the support form on the GFI website which promised quick response. Afterwards, I found the tech support phone number and called it, and with only a short wait, got a tech who was easy to talk to, helpful, and efficient. No long interogation regarding who I am, etc... he just needed the company name, found it quickly in his database, and had the correct information in seconds, and was able to email it straight to me.

This may not sound fantastic. Indeed, common sense might suggest that this should be the standard fare - it isn't!

In the literally hundreds of tech support calls we've made, a tiny fraction can be considered adequate; service isn't part of some businesses equations. And even if they do think of the service component, many still can't get it right. Apparently, it must be harder than it looks.

Except for GFI. They've managed to get it right:

• Understanding phone support rep
• *Capable* phone support rep
• A system in place for that rep which allows them to deal with the customer
• A rep who got the problem taken care of at that moment
• System smart enough to allow instant emailing of the information I needed.

After I finished with the phone support rep, I found that, indeed, I had received the promised email. But in addition, another rep had answered the support form I'd submitted. No long waits... it was taken care of as promised.

And here's another surpise: a link - no, *several* links - on GFI's website that urge customers to write in if they are dissatisfied with any support or sales issues. Ironic. The one company that bothers to give us a way to reach their supervisors is the one company that I don't need to.

Great job!

Pat Furrie
Computer Engineer
WESH-TV
Orlando, USA

July 2004