As the IT Director at a Real Estate company, most of John Sadowski’s work revolves around document management. Since many documents are still transmitted by the age-old method of facsimile, his company uses a fax-to-email service to help inject some modern technology into the realm.

Their fax-to-email provider has a slick web interface with excellent security. He became a bit worried, however, on the day he needed to change the email address that faxes were sent to. After clicking on [Change Email Address] button, the website displayed the following message:

For security purposes we do not allow changes to fax delivery email address through the web interface, please call 1-800-xxx-xxxx to speak to a representative.

Excellent, John thought, most of the faxes we received are confidential in nature. We wouldn’t want them falling into the wrong hands.

He promptly called the number and had the following conversation. 

“Hello, tech support.”

“Hi,” John said, “I need to change the delivery address on my fax-to-email account.”

“Sure,” the support rep cheerfully responded, “What’s your fax number?”

“It is 403-xxx-xxxx.”

“Okay,” the rep said as she typed a fury of keystrokes, “what email address would you like to use?”

“frontdesk@xxxxxxx.ca, please”

“Okay,” she replied after typing in a bit more, “done! Is there anything else I can help you with?”

“Ummm…” John paused, “No… thanks…”

“Great, thank you for calling and have a great day!”

-- click -- 

Somehow, John would have felt better using the web interface.