Here’s my recent chat with Efax and the reason I’m late to work…(forget about canceling online you have to use their chat to cancel)
Welcome to chat.
The session has been accepted. Hello, Janet. Welcome to j2 Global online support. I am Howard, your online Live Support Representative. How are you doing today?
{Janet}Hi, good. I’d like to cancel my efax service.
{Howard P.} I am sorry to hear that you wish to close your account. Could I have your fax number and PIN for verification purpose?
{Janet}gives information
{Howard P.}Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, please type the number corresponding to your reason for cancellation:
1) Moving to another provider
2) Bought a Fax machine
3) Business or role changed
4) Short term project completed
5) Financial reasons
6) Problems with Faxing or Billing
7) Dissatisfied with Quality of service
Too Costly
{Janet} 1 [Switching to FAXPIPE www.faxpipe.com]
{Howard P.} Could you please confirm the email address and last four digits of credit card number with which you signed up for our service?
{Janet}gives information
{Howard P.}Janet, we really value your association with us and as a goodwill gesture, I will credit your eFax plus account with $25.90 so that you do not have to pay any monthly fee for the next 2 months, which will enable you to send and receive faxes within this period, and also you will be able to recheck and revaluate our service, incase any future faxing need arises.
In the current situation, as a special consideration we will waive off the monthly fee for the next 2 months.
After that period if you still feel that you don’t need this service anymore, and the account is not serving any purpose, then there is certainly no obligation to stay back, you can always get back to us anytime. At eFax, we are continuously improving our products and services and we ensure that our customers get the best service from us. I’m sure that you will have a great experience. You will be able to utilize our services without paying any monthly fee for the next two billing cycles.
{Janet}(while she was waiting for her service to be canceled) another 2 reasons I’m canceling: bad experiences with customer service in the past and too many spam faxes. Those weren’t on the list…
{Janet}no thank you
{Howard P.}I do understand your concern and sincerely regret the inconvenience caused to you. At eFax, we are continuously improving our products and services, and we want to ensure that our customers get the best service from us. I am very sorry to hear that you had to face these problems.
[Janet notes: this is the first attempt at empathy…when I complained before they ignored my frustration)
{Howard P.}If you believe that you are in receipt of a junk fax, we ask that you take the following steps: 1. If the junk fax contains a phone number, fax number or other contact information to “unsubscribe” from receipt of additional junk faxes, please do so. 2. Submit the offending fax to us at http://www.efax.com/en/efax/twa/abuse Upon verifying your complaint, we will initiate legal action against the sender.
{Janet} ok, I’d still like to cancel
{Howard P.}Just to inform you, that since you have already been charged for the current billing cycle, I suggested you to make full use of this service for sending and receiving faxes, for the time you have paid for, and also enjoy 2 months credit, without paying any monthly fee during this period.
{Howard P.}If incase you feel that you want to continue after this period, you always have this account. And if you do not want to continue, there is no obligation at all to stay back. You just need to contact us once, before this period gets over, and inform us whether you wish to continue or not. That’s all you need to do.
{Janet}no thank you
{Howard P.}Alright, as per your wish, I will cancel your account with immediate effect.
{Janet}thanks
This is what it takes to close your efax account…how many times did I have to say no? You can’t call them to cancel. You have to use their clunky chat system. In a way that’s good because they offshore customer service and it’s really hard to understand the people I’ve talked to.
Since I’m on one about spam this week, it’s tough for me to believe they take action against fax spammers. I haven’t gotten a single spam fax from Faxpipe. They make money off it, which is why anyone spams.
Next up: canceling my cell phone plan – switched one of them to Vonage…
p.s. this has nothing to do with being an entrepreneur. If it did I’d be canceling my gym membership, selling everything I own, parting out my car, and selling my condo…