eFax’s Cancellation Procedure Is Impossible (Almost)
Make sure to read my update on this story here.
eFax, easy faxing from anywhere, difficult cancelling at anytime. Before I share my eFax story, let me take you back a few months to the Future of Web Apps conference in San Francisco. Ryan Carson offered a piece of advice that at the time seemed a little counterintuitive to me. I’m working from memory here, so I’m not sure if this is exactly what he said, but it went something like make cancelling something easy for the user to do.
With Dropsend, you can downgrade just as easy as you can upgrade. This ease of use breeds good will, and generates an aura of happiness around your brand. Personally, I can say that Ryan is exactly right. Dropsend is something that I don’t use all the time, but when I need it, it’s there. And if I need to upgrade to send more files, I have no problem doing so. Back to eFax.
I’m not sure if any of you have ever tried cancelling an AOL account. If you have, you can relate to my experience discontinuing my eFax account. I have wanted to cancel my account for months now, but I found it impossible to find where to cancel my account on their site. Last month, I finally found where I can start receiving e-mail invoices every time I’m billed. I got that e-mail yesterday, and finally found a phone number to call and cancel. After several prompts, they directed me to www.efax.com/cancel where I have to live-chat with an eFax representative to cancel. Here are the highlights from my chat with eFax:
{Kevin B.} Hello, Blake. Welcome to j2 Global online support. I am Kevin, your online Live Support Representative. How are you doing today?
{Blake} I am fine. I would like to discontinue my service please.
{Kevin B.} I am sorry to hear that you wish to cancel. Could you please provide me with your Fax number and PIN for verification purpose?
{Kevin B.} 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 — (I never used it, so why pay $12.95 a month?)
6) Problems with Faxing or Billing
7) Dissatisfied with Quality of service
8) Too Costly
{Blake} 5
{Kevin B.} Blake, I can understand that currently you do not need the service. In the current situation as a special consideration, we will waive off the monthly fee for two months. You can use the fax service without paying any monthly fees for the next two billing cycles. Usage charges are applicable for sending faxes if any. Please feel free to contact us at any time. This way you will be able to keep your local fax number, which will enable you to send and receive any pending faxes with your number.
{Kevin B.} Your eFax account will be credited with $33.90 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.
{Kevin B.} Since you will not be charged any monthly fees for the next two months you may keep the account till then. If at all you find that you need our services during this period, then you will still have the account. If however, you still feel that you do not have any use for our services by the end of the two months credit period, then you can always contact us back anytime.
{Blake} Thank you, but I have never used the service, so the whole time I’ve been charged monthly fees has been a waste of my money. Again, thank you, but I would like to discontinue my service.
{Kevin B.} I completely understand your wish to discontinue, since you have already paid for the month, I suggest you to retain this number at least till the end of two months credit offer as you will not be charged any monthly fee for the two months. As a good will gesture to continue our association we will offer you an additional gift balance of $10 along with the monthly credit which will enable to send up to 100 additional fax pages free of cost(per page per minute within US & Canada).
{Kevin B.} During this two months credit period, you can keep this service active and if you use it once in these two months we will be more than happy that we were able to serve you.You will not be charged any monthly fees for this account during this period.
{Kevin B.} After the completion of 2 months credit period, if you feel that the fax number does not serve your purpose, you can get back to us immediately without any further obligation to stay back. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time.
{Blake} Cancel it now. I do not want to wait. This is why I’ve paid so much already, I forgot about it. Cancel it now.
{Kevin B.} Fine, in this case what we will do is, I will set your account to close automatically at the end of 2 months credit period. If you wish to continue after the credit period, you just need to contact us or email us at help@mail.efax.com so that you can continue with the same account after the credit period. Please be assured that you will not be charged any monthly fee for these two months and your account will get terminated immediately at the end of the credit period on 3/21/2007. Will this be okay with you?
{Blake} yes, thank you.
{Kevin B.} That’s great.
{Kevin B.} I’m glad that you have decided to stay with eFax for 2 months more. I’m sure that you will have a great experience.
{Kevin B.} Is there anything else you would like to have assistance with?
{Blake} no.
{Kevin B.} Thank you for contacting j2 Global Online Support. I hope you found our assistance helpful. It was indeed a pleasure assisting you!
{Kevin B.} Good-bye and take care!
Make sure to read my update on this story here.