many companies ASSUME that the public has a home fax machine. WRONG. i have worked in customer service call centers for over 20yrs and can tell you most people don't. most have computers and maybe a printer but a fax? not as likely. the customer in question probably does not have a home fax and/or a job that would allow easy access to the fax machine. this means she would have to go out of her way to drive to a postal type store every month. i can see how this would be inconvienent.