Update: Canceling Fax Service Like Passing Gallstones

Surprise, surprise, it’s hard for others to cancel J2 as well. Not only that, but their chat-based CSRs definitely have robotic paragraphs they insert into the conversation. Compare the chat log after the jump with our previous post on the same matter, you’ll find that Amy R. says the exact same lame retention spiel as Sharon. W.

When I tried to cancel my account, I had the following runaround with “Amy.” My favorite part is her exasperated, “All right then!” I should note that I am still receiving correspondence from J2 as if I were a customer, although I am not incurring any charges.

Read more after this jumparoony…

{Amy R.} Hello, Chris. Welcome to j2 Global online support. I am Amy, your online live Support Representative. How may I assist you?

{Chris} Hi Amy – I would like to cancel my account, please.

{Amy R.} I am sorry to hear that you wish to cancel. Could you please provide me your fax number as well as the PIN for verification purposes?

{Chris} # is xxxxxxxxxx

{Chris}PIN is xxxx

{Amy R.}Thank you for the information. Please give me a moment while I quickly check your account in our records. In the meanwhile, may I ask why you are canceling your fax account? Is it some aspect of the service, which you are not familiar with, or is there any problem with the service? If so, we could help you with the same.

{Chris} I used the service for a project which is now completed. However, as an aside, I wasn’t completely satisfied with the service as there were several occasions when we tried to have a conference call and the service was unavailable (both web & by phone).

{Amy R.}I sincerely apologize for any inconvenience caused to you.

{Amy R.} Chris, I can understand that you have a limited usage of the service for the time being however, 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. 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. You never know when the need arises.

{Amy R.} Your jConnect Premier account will be credited with $30.00 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.

{Amy R.} 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.

{Chris} I’m sorry – I would like you cancel the account right now. I will not have any further need for the service.

{Amy R.} Chris, I can 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 goodwill gesture for our further association, I would also provide you with an additional gift balance of $10.00 with which you can send up to 100 pages of faxes for free (per page per minute within US & Canada) along with the monthly credit.

{Amy R.} 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.

{Amy R.} We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time.

{Amy R.} Just for the sake of your concern, we will crediting your jConnect Premier account with $30.00 and $10.00 as gift balance for the next two months for which you will not be charged any monthly fees.

{Chris} Amy – please cancel my account. I appreciate the offer, but as I mentioned, I will have no further need for the service, so I am not interested in even having the option.

{Amy R.} All right then! I will cancel your number immediately. This is the affirmative confirmation that your account has just been cancelled and all your account information has automatically been deleted by our system.

{Amy R.} I’m sorry that you are leaving eFax. At eFax, we are continuously improving our products and services. Please do consider us if your faxing needs should change in the future.

{Amy R.}Thank you for contacting j2 Global Online Support, I hope you found our session helpful.

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  1. Ben Popken says:

    Jason writes:

    “I got a kick out of your difficult experience with cancelling. Nearly 10 years
    ago, when the company was JFAX, I was literally the second customer service
    employee in the company and about the 10th employee, period.

    One reason I get a kick out of this is that before that, I was a customer
    service rep for IDT’s dial-up internet. We had a lot of stories like the one
    you relate – and in fact, far, far worse. I was the billing rep – I was the
    last stop between “customer satisfaction” and a call to the BBB.

    Since then, of course, JFAX went public, bought their only real competitor
    (efax) and I’m sure have never really turned a good profit, but rather played
    the market well and hoarded their capitalization well…

    My customer service advice? Make a stink. Be rude – not personally to the rep
    you’re talking to – but be angry enough where you are a problem they can make
    go away. Don’t insult them or swear *at* them – but by all means do swear
    judiciously, just to communicate you feel wronged (and distinguish yourself
    from the plain old leeches). Obviously you have some understanding of this
    gamesmanship ;) Not everyone can stomach it, but I can say from experience
    that it works.”