Problems with Interfolio

[Dr. Josh]

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I signed up for a 3 yr (?) account, or was it 5yrs (it cost me $45, so whatever one that is) several months ago and i have not been able to use it yet. Every time I log on it says something is wrong. I requested my password to be sent even though i thought I was using the correct one. I never got it. I then wrote them an e-mail explaining my situation and asking them to retrieve my account and tell me my user name and password. Again, i have not heard from them. What do you suggest I try next?

 

[McLicky]

I signed up for a 3 yr (?) account, or was it 5yrs (it cost me $45, so whatever one that is) several months ago and i have not been able to use it yet. Every time I log on it says something is wrong. I requested my password to be sent even though i thought I was using the correct one. I never got it. I then wrote them an e-mail explaining my situation and asking them to retrieve my account and tell me my user name and password. Again, i have not heard from them. What do you suggest I try next?

Yikes, I just paid for the thing...uhoh

 

[st0w]

Yeah, their support has been sucking (at least lately - I'm a recent subscriber). A professor swears he faxed in an LOR to them a week and a half ago, but it still hasn't appeared in the dashboard. Their support area says they respond to requests "usually within one business day." I e-mailed them on Tuesday to ask about it, and then again on Thursday (two business days later) to ask again. Still no response as of yet. I'm going to call them on Monday to ask wtf is going on.

Plus, they don't have a clue how to scan and compress a document properly. They need some competition to give them a run for their money...

 

[notdeadyet]

Yikes, I just paid for the thing...uhoh

I wouldn't sweat it. Literally many dozens of folks on SDN have used Interfolio and very few folks have had problems. It takes a few days for stuff to clear, but most folks I know have been fine with it. There is literally no better service for LORs. I'd use them again in a heartbeat.

 

[Dr. Josh]

Yeah, their support has been sucking (at least lately - I'm a recent subscriber). A professor swears he faxed in an LOR to them a week and a half ago, but it still hasn't appeared in the dashboard. Their support area says they respond to requests "usually within one business day." I e-mailed them on Tuesday to ask about it, and then again on Thursday (two business days later) to ask again. Still no response as of yet. I'm going to call them on Monday to ask wtf is going on.

Plus, they don't have a clue how to scan and compress a document properly. They need some competition to give them a run for their money...

what's their phone number; I'll call them too.

 

[zippa]

I have been using Interfolio for this app cycle and haven't had a problem so far.

 

[Jack Gaynor]

Hey all,

My name is Jack Gaynor and I'm with Interfolio. Saw that you guys were having some issues and just wanted to respond and make sure to set everything straight.

1) We've been having some issues with the automated email that sends out username and password information, and we're currently working on that now. To get that information now, just give our help line a call - (877) 77-FOLIO, and our customer service team can get that information to you right away.

2) The easiest way for your recommenders to upload letters to your Interfolio account is to sign up for a free writers account, so that they can electronically submit letters into your account. We also do accept letters through the mail, and, if absolutely necessary, via fax. We don't encourage letters to be faxed because they tend to be very poor in quality, when compared to electronic upload or our scanning process.

Our general contact info is as follows:

www.interfolio.com
Toll Free: (877) 77-FOLIO
[email protected]

If you need a quicker reply, you can also contact me directly:

[email protected]

Hope all this helps and please continue to let us know what we can do better - it's how we improve our service to meet your needs.

Jack
Interfolio

 

[st0w]

In deference to Mr. Gaynor, after my second slightly more irate support request, I received a contact from someone who seemed to be a manager at Interfolio. Because my LOR writer insisted on faxing my letter, the Interfolio rep provided me with his direct fax number to ensure everything went smoothly. And it did.

Nice new interface, too. Much better than that old 1999 style UI. 😉 Kudos to Interfolio for handling some of these problems properly, albeit after a bit of squeaking.