You should get a refund for never using the service!

We use a j2 service called onebox to handle call routing, fax, and some messaging. The service/support has been great so far and the price is right.

I think the main reason companies like efax and aol use these tactics is due to their high customer acquisition costs. I wonder what their conversion rate is on retaining customers using this method. It definitely sucks for the consumer.

Thats some sheisty customer service right there. Oh well, now they have to deal with the pr repercussions of blogging.

[...] On Wednesday, I got a call from Sean Hitchings, Office of the President at j2 Global Communications, Inc. Mr. Hitchings seems to be a high-profile member of the j2/eFax team, which is why I was surprised he called me directly in response to my post earlier this week. I was so impressed that he called to smooth things over and apologize that I asked him to send me a statement about the incident, and I would post it here. [...]

The session has been accepted.

{- Stanley K.} Hello, Greg. Welcome to j2 Global online support. I am Stanley, your online Live Support Representative. How may I assist you?
{greg} cancel this account
{- Stanley K.} I am sorry to hear that you wish to cancel. Could you please provide with your Fax number and PIN for verification purpose?

{- Stanley K.} Please give me a moment.
{- Stanley K.} Thank you for waiting. I have just located and verified your account.
{- Stanley K.} 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
{greg} 8
{- Stanley K.} Greg could you define point 8.
{greg} just too expensive overall
{- Stanley K.} 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.
{- Stanley K.} Your eFax account will be credited with $25.90 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.
{- Stanley K.} 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.
{greg} sorry stan no thanks
{- Stanley K.} 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.
{- Stanley K.} 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.
{- Stanley K.} 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.
{greg} stan credit my bank account and cancel it right away
{- Stanley K.} All right! I will cancel your number immediately.
{- Stanley K.} 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.
{greg} period
{- Stanley K.} Is there anything else you would like to have assistance with?
{greg} sure will stan
{greg} no
{- Stanley K.} We would appreciate if you could spare a minute in filling the survey form as it would give us your valuable feedback which would help us to improve our services. Here is the link where you can fill the Survey.
http://www.endusersurvey.com/default.asp?project_code=j2cxlc&code=8183
The visitor has ended the chat session.

{- Stanley K.} Thank you for contacting j2 Global Online Support, I hope you found our session helpful.
{- Stanley K.} Good-bye and take care!

REFERENCE NUMBER ) 2693934 YOU KEEP SENDING ME EMAILS REGARDING THIS FREE TRIAL, I ASKED THAT YOU CANCEL ME ASAP, OVER, OVER, IM NOT INTERESTED BECAUSE I CANT USE THE SERVICE, TO SEND OR RECIEVE FAXES, PLEASE CANCEL ASAP,

Well I justed want to say thank you for posting these issue’s. I have just cancelled my account and was surprised that they gave me a confirmation number. I hope that they do not continue to charge as the post have implied. I will come back and let everyone now how it goes.

Again Thanks

Cutting to the chase:
{Megan F.}
I am sorry we are not do so, however in that case I suggest that you contact Customer Service. You can reach them at,1-323-817-3205, 24×7. They will be able to clarify any issues that you have.

Here is more of the story:

I now live in Costa Rica on a lame DialUp service at 128kps.
I began the cancellation process at 7:27pm. I had GREAT difficulty with the “live chat” service. The URL window would stay blue forever. ETC,
I started with Megan F. and got cut off.
Then I had Beth C and again got cut off.
Here is a copy of the “live Chat”

Now at 8:30pm:
After all kinds of no responses and waiting, meanwhile, I find and read your blogand then Newspapergrl…I go back to start again…5th time…
send name and email

Welcome to chat.
The session has been accepted.
{Megan F.}
Hello and Welcome to j2 Global online support. I am Megan, your online Live Support Representative. How may I assist you?
{L. Amani C.}
Are we live?
{Megan F.}
How may I assist you?
{Megan F.}
I am eagerly awaiting a response from you.
{Megan F.}
I have not received a response from you, are you still online?
{Megan F.}
The chat software on my end allows me to believe that you have currently disconnected from this chat session. Is this correct? If not, please respond to this message, and I will be glad to assist you further. Thank you.
{L. Amani C.}
Yes I have been here for an hour. please stand by.
{Megan F.}
How may I assist you?
{L. Amani C.}
[I began the process at 7:39 [actually 7:27pm]
and …… 8:11pm I Send 4th time…..I wait….. blue shows in entire url space……
8:12pm I click Send again and finally the message disappears. it still shows blue at 8:22pm so I push “Refresh”
Now for the 5th time. I gues you are there.

Please Cancel My Account NOW, not in two months. NOW. I have purchased a Fax, Copier, Scanner, Printer and no longer need your great service. I have read many blogs about how hard it is to get you to cancel an account. Please respect me and CANCEL MY ACCOUNT NOW. I DO NOT WANT ANY MORE CHARGES TO SHOW UP ON MY BANK STATEMENT. THANK YOU. cisd is 10nnnnn998 name L. Amani C. eFax # 512 nnn nnnn pin nnnn
My reasons is number 2 below: [this I got from Newspapergrl's blog http://newspapergrl.wordpress.com/2006/08/24/canceling-your-efax-service-what-a-pain/ ]

1) Moving to another provider
2) Bought a Fax machine This is my case.
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
We live in Costa Rica and Internet service is poor. Only 128 kps.
{Megan F.}
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
{L. Amani C.} [obviously she was NOT reading my posts!!]
I have not disconnected. I will keep sending these even though the url space is all blue and stays blue indicating a problem perhaps with you server not responding.
{Megan F.}
I surely understand your decision to cancel however,
[Amani: oh, boy, here it goes, the boilerplate again....In many blogs have i read this??]
in the current situation as a special consideration, we will waive off the monthly fee for two months. You can use the fax service with no monthly fee 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.
{Megan F.} [More YADA, YADA, YADA!@#$]
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.
{Megan F.} {What boilerplate quote number is this???]
Since you will not be charged any monthly fee 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.
{L. Amani C.}
So where are we?… This chat software is not working good for me here in Costa Rica on an new MacBook (dec’06) at dialup rate of 128kps
The url stilllllll shows blue now it is 8:49pm
{L. Amani C.}
I am still here. Have you gotten any of my messages?
{Megan F.}
Yes.
{L. Amani C.}
Hello..
Megan F. are you there???
{Megan F.}
Yes.
{L. Amani C.}
I am not getting any responses from you.
{Megan F.}
L. Amani, are you able view my responses.
{L. Amani C.}
would you please call me in Cost Rica? Please dial
011-506-nnnnnnn Thanks. L. Amani C.

[it is now 8:57pm

The URL wiindow is blue and then goes white
......waiting...no response

I push refresh and get:]

{Megan F.}
I am sorry we are not do so, however in that case I suggest that you contact Customer Service. You can reach them at,1-323-817-3205, 24×7. They will be able to clarify any issues that you have.

[I attempt a response and it closes with the following]

{Megan F.}
Is there anything else, I can assist you with?
{Megan F.}
It was my pleasure assisting you.
{Megan F.}
We would appreciate if you could spare a minute in filling the survey form as it would give us your valuable feedback which would help us to improve our services. Here is the link where you can fill the Survey.
http://www.endusersurvey.com/default.asp?project_code=j2cxlc&code=7447
{Megan F.}
Thank you for contacting j2 Global Online Support, I hope you found our session helpful.
Good-bye and take care!
The user has ended the session.

I Skype the customer service number and finally get a confirmation emailed to me. I AM DONE WITH EFAX. YAHOO, WAHOO, PURA VIDA!!

… eFax
Thanks Blake,
I found your blog info on the 4th or 5th page of a Google “eFax cancel” search!!
The internal voice said “Read This One!”
I was ready for eFax’s boilerplate run around.. I guess Purdue University prepared me to recognize BoilerPlate!

Hey FOLKS, avoid the LiveChat and go direct to eFax’s customer service line: “You can reach them at,1-323-817-3205, 24×7. They will be able to clarify any issues that you have.” AND Request an email confirmation number.

Hello! Good Site! Thanks you! faiqivayapqkh

I do need a fax and am considering an efax service. Does anyone know of a good efax service? I’ve never tried efax.com but seems like it could be what I need.

I am based in Dublin ireland. Any ideas?

THANKS