MyFax Internet Fax Service Review
MyFax brings a reputation for a good faxing experience, as well as a wide variety of file format support and a solid web interface.
- Core functions (email and web based faxing) run well
- Lots of file formats supported
- Brand name in the market
- Experience with Large, Corporate level clients
- History of Service Awards
- Strong Web Based Interface
- Software is built for a full Telephone Suite, a bit too much for “fax only” customers
- Faxing from Canada & USA to other International locations can be pricey
- Limited to 1 email address to send and receive from
- Fax storage limited to 200 faxes
- Pricing has been increasing
- No ability to send a fax directly from a scanner or receive directly to a printer
- Review Summary
- Table of Contents
- Full Review
- Individual Ratings
Supplements to our MyFax Review
MyFax Comparison Reviews
MyFax has been built to facillitate faxing for everyone from the smaller, home based user to a larger corporate enterprise. With clients of all shapes and sizes, MyFax was one of the original poineers in cloud based faxing and has carved out a customer base that numbers in the millions.
In this review, we will measure MyFax’s internet faxing service against other services in the industry by putting every single detail to the test.
Read on to find out if this fax service is for you.
- Best Value
- $9.17 / month
- Send 100 pages
- Receive 200 pages
- Additional Pages within faxing zone 10c each
- Toll Free Number or Local Numbers
- Faxing Zone in USA & Canada. Extra long distance charges to other countries.
- Microsoft Office and Outlook Integration
This category includes an evaluation of the basics of sending and receiving faxes and core features of the MyFax service.
MyFax is configured to give you full control when sending faxes through your email or web browser.
Going with more of a minimalist approach, MyFax does not have a software or desktop based application, rather, the program works strictly through their servers, an approach that does not appear to take away from the overall experience.
Sending a Fax through Email
Email can come from any address registered by through your MyFax account, and is prepared the same way that an email is.
When the fax is sent, the information from the body of the email transfers over to the body of the cover page, while the subject line of the email transfers over to the subject line of the fax.
Files that are attached to the email are converted over by MyFax’s servers, and appear sequentially in the fax on the other end.
Documents must be sent in the file formats allowed by MyFax, however those are about the most numerous in the industry.
Sending a Fax Through the Web Interface
Overall, we like MyFax’s web interface a lot. Compared with other services in the industry, it is smooth and operates well, leaving the user at first to question “that’s it?” after sending a fax, only to find out that there was very little involved.
MyFax’s web interface looks and feels like an online email system like Gmail, Hotmail, or Yahoo mail, where attachments are loaded into the system and sent from the web interface.
MyFax’s servers process everything else involved with the transmission, and like the email system leave little extra to be done by the user.
Receiving a Fax through Email
When you are sent a fax, the MyFax service will take a fax that it receives and turn it into a PDF document. This arrives attached to an email, with a time and date stamp as well as the first page of the fax (usually the cover page).
Once you’ve received the fax in email format, you can do whatever you like with it – print it off, forward it to somebody else as an email, save it, etc. just like you would a regular email.
Receiving a Fax through the Web Interface
The other way of receiving a fax with MyFax is to check in through the web based interface.
Very much like a web based email account (such as Gmail, Hotmail, Yahoo Mail and others) MyFax’s web interface will give you access to all your faxes that you’ve sent and received.
The web interface is well built and leaves little extra to be demanded by the user.
Software Ease of Use
When it comes to operating MyFax, we really like what the system is capable of. There is something about the web interface that makes it feel quick and smooth, and from a minimalist standpoint of looking for a function that is quick and easy with a good execution of the basics, MyFax provides a good user experience.
From a software interface standpoint, there is little with MyFax that is left to be desired.
Integration with other Systems
MyFax is delicately integrated with the Microsoft Office quite of products.
As it is a mostly web based system, there is little that needs to be truly “integrated” when it comes to MyFax’s systems.
Operating System Support
MyFax is compatible with almost any system in that its process is mostly web based.
With over 170 different file formats at the time of writing of this article, MyFax covers the widest “range” of support when it comes to individual file formats.
Windows users will find that like many programs that are moving towards the web, MyFax offers a web-mostly approach that
Mac users will appreciate the minimalist format, however one should however may be disappointed with the lack of support for Pages and other programs in Mac’s iWork program (a file format that is unfortunately not supported by any of the major online fax services we cover). Mac’s versions of word, Microsoft Works, Novell WordPerfect, and MacWrite II are supported, as are most Open Office / Star Office formats. Mac users may have to compensate by changing formats, or saving files as an RDF or PDF.
MyFax lets you edit the cover pages from the original ones in the system. While we prefer the full control that built-in editors from some other providers offer, this option is helpful to get a branded
MyFax lets the user configure the ability to send and receive to and from 5 different email addresses, a good feature for a small or home based office or a family that wants to share its fax number.
MyFax includes a basic set of functions that let the user send faxes from places such as Word, Excel, PowerPoint and Outlook.
Like the email and web based systems, we find that MyFax’s approach to a Smartphone is also pleasantly minimalist.
MyFax’s smartphone application simply provides access to your fax inbox, letting you see faxes that have been sent and received. There is no additional functionality in the system, and the role of the applications is more as an easier way to access the fax inbox than it is to go through the internet browser.
The application is available for iPhone and Blackberry platforms, however MyFax can be accessed by other operating systems such as Android, Windows Phone, Palm OS, and Symbian OS devices through the regular email functions of the phone.
Resources and Availability
Customer Service and Technical Support Availability
Customer service resources are available 24 hours a day, 7 days a week.
Technical support includes a full FAQ and ticketing system.
There is also an option for support chat mode, which many users find a happy medium between a phone conversation and a ticketing system.
The support page lists the system status, which is helpful for users looking to quickly see if there is a problem on their end or a system-wide problem.
Online Customer Service Reputation
As we consider it impossible to truly “gague” an organization’s reputation, (customer ratings and reviews can be inaccurate or easily faked, and are often more tilted towards customers venting), we prefer to look closely at the major “themes” that we see across comments of a provider. This is a summary of some of them.
Better Business Bureau
At the time of writing this review, the Better Business Bureau has Protus, the parent company of MyFax listed as an B- on a scale of A+ to F.
MyFax’s history with the BBB is mixed but overall positive. Of the 54 complaints filed, 1 was in regards to Advertising / Sales issues, 28 (52%) regarding billing issues, 0 regarding guarantee / warranty issues, 25 (46%) regarding a problem with the Product or Service, and 0 in regards to Delivery.
Epinions has 18 reviews of MyFax listed, with an average rating of 1 1/2 stars. A common theme that people report through Epinions appears to be a negative customer service experience – with customer service being listed as absent or not involved in fixing problems that arise.
There are 6 reports filed with the term “MyFax” at Ripoff Report. Complaints are mixed, and there is no major “theme” that can be found across the reports.
MyFax has been a recipient of a number of awards in different areas, mostly focused in the areas of customer service, and employee satisfaction / “Great places to work”, as well as product quality..
List of Awards given to MyFax:
- Deloitte’s 2010 Technology Fast 500TM – 2010
- One of “5 Best Internet Fax Service” as voted on by Gizmodo and Lifehacker Readers in 2010
- Finalist in 2010 Stevie(R) Awards for Front Line Customer Service Team of the Year & Customer Service Department of the Year – IT & Telecommunications
- Finalist in 2009 Stevie(R) Awards for Customer Service Department of the Year & Customer Service Management Team of the Year
- Internet Telephony Magazine 2006, 2007, 2008, & 2009 Product of the Year Awards
- 2007 & 2008 Ottawa Business Journal Employee’s Choice Award for Best Places to Work in the Ottawa Region
- 2002 – 2007 & 2008 - Profit 100 List of Fastest Growing Companies
- Branham300 List of Leading Canadian Technology Companies – 2008, 2007, 2006, 2005
- “Top 10 Places to Work” – 2007 – Ottawa HR Forum
- 2006 Product of the Year - Communication Solutions Magazine
- Send 100 & Receive 200 pages a month
- Includes Fax Number
- Free Setup
- 30 day Trial
- $10 / month
MyFax includes Canada as well as a number of other countries in their local calling area, and extra pages sent or received above the monthly free volumes are at 10c per page. Faxes to countries outside of this “local calling area” are at MyFax’s posted rates per page.
Hidden or Extra Costs
We have found no extra or hidden costs associated with MyFax’s service.
Home User Scenario (Light User)
Home user scenario: 10 pages a month sent, 15 pages a month received. For a small volume home user, this minimum volume would stay well under the monthly minimums, and would most likely pay the minimum each month. This user would budget approximately $10 / month.
Consultant (Medium User)
Consultant Scenario: 200 pages a month sent, 50 pages a month received. For a consultant (medium user), mostly sending signed contracts back and forth, the receiving volume would be still be under the monthly minimum, while the sending volume would be over by 100 pages. This user would budget approximately $10 / month for plan minimum, plus another $10 / month for the extra 100 pages sent for a total of $20 / month.
Health Professional (Heavy User)
Health Professional Scenario: 250 pages a month sent, 250 pages a month received. For the high volume user, they would be over both minimums within the minimum volume levels for the month, however the “most popular” package (send 200 and receive 200 a month for $20) would be better suited to their specific needs. This user would budget $20 per month for the plan minimum, and an extra $10 for the additional 50 pages sent and 50 pages received for a total of $30 / month.
International Salesperson (International User)
International Salesperson Scenario: 200 pages a month sent, 200 pages a month received. 1/4 of volume is to and from the United States, 1/4 to and from Brazil, 1/4 to and from Italy, 1/4 to and from Sri Lanka (countries picked to emulate a mixed set of countries on different continents) For this user, the USA, Italy, and Brazil calls would be considered within the “Local” Calling range. The pages to and from Sri Lanka would cost $0.42 a page ($42).
For this user, the total bill would be $10 for the minimum amount, an extra $5 for the overage on the sent pages, and an extra $42 for the Sri Lanka calls, for a total of $57.
Overall, we like the services that MyFax supports. For someone looking for a truly minimalist interface when it comes to faxing, MyFax provides on of the best experiences.
For people looking for a low rate to fax to a number of international locations, or a wide variety or specialized set of file formats to fax with, MyFax is an excellent choice.
People who are looking for lots of extra features, such as sending a fax from a scanner or receiving a fax directly to a printer, the ability to stamp a fax with a signature, and other “extras” in their service may find that MyFax’s minimalist approach may be too minimalist for their individual uses.
As well, bargain hunters and people looking for competitive pricing on domestic (Canada / USA) faxing may find that MyFax’s monthly free faxes are somewhat limiting compared with other service plans.
- Core Online Faxing Features 5/5
- Online Fax Interface and Software Usability 5/5
- Extra Online Faxing Features 2/5
- Customer Service 4/5
- Pricing 3/5
Final Rating: 4 out of 5 stars