Get Your Fax Straight

| Right | February 9, 2017

(I work for a furniture manufacturer. We send assembly guides with every order we ship out, but sometimes the warehouse misses one here and there. There are copies of the instructions for each product on our website, but most customers (no surprise) can’t find the button to bring them up. Because of this, when a customer calls in to say they didn’t get the assembly instructions, I usually don’t even mention that they are available on the website, and just offer to email them a PDF copy instead.)

Customer: “Hi, I ordered a [product] from you guys, but it didn’t come with instructions on how to put it together.”

Me: “I’m sorry about that. I can email you over a copy. What is your email address?”

Customer: “No, I don’t want to do that.”

Me: “Okay, we also have copies available on our website. I can walk you through how to find them. Are you near a computer?”

Customer: “No, I don’t want to do that either. Can you just fax it to me?”

Me: “I can, sir, but this particular guide is 45 pages. I’m concerned that a fax of that size may not transmit properly and you may end up missing some pages. We really do recommend email for things like this whenever possible.”

Customer: “No, just fax it. If you email it to me, I’m just going to have to print out 45 pages, and I don’t want to do that.”

(Yes, I printed out the 45 page document and faxed it to him from our dinosaur fax machine. I wonder where he thought those 45 pieces of paper were going to come from.)

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