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For God's Sake, Don't Leave!
A recent attempt to cancel our eFax subscription resulted in a rather comical conversation. Fortunately, since it was all done through a LivePerson chat, we get to share it with you. Below is the full transcript.

Please wait for a site operator to respond.You are currently number 1 of 1 in the queue. Thank you for your patience.

You are now chatting with 'Craig T.'

Craig T.: Hello, Mike. Welcome to j2 Global online support. I am Craig, your online, live Support Representative. How may I assist you?

Mike: Hi Craig. I'd like to cancel my eFax account.

Craig T.: I am sorry to hear that you wish to cancel, Mike. Could you please provide me your fax number as well as the PIN for verification?

Mike:[WITHHELD for obvious reasons]

Craig T.: Thank you for the information, Mike. Please give me a moment while I quickly check your account in our records. In the meanwhile, may I ask why you are cancelling your fax account?

Mike: I hardly use it and I got a fax machine for my home for the rare times I do.

Craig T.: Mike, I have just checked your account. Our records indicate that you have been a long time customer.

Craig T.: Also, our records indicate that you were charged the monthly fee for the current billing cycle. Since you have already paid the monthly fee for the current billing cycle and since there are still quite a lot of usage days left in the billing cycle, I suggest that you retain the account.

Craig T.: I would like to mention to you an exclusive offer. I will waive the monthly fee for the next 2 months, if you choose not to cancel your account today.

Mike: Yes, but you also probably see that I don't fax much. I may return down the road if things change.

Craig T.: This way you will be able to keep your account, which will enable you to send and receive faxes. You will also be able to use all of our services and re-evaluate it for your faxing needs. During this period, you will not be charged any monthly fees.

Mike: I really don't need the service anymore and I doubt it will change this year.

Mike: Please go ahead and cancel the account.

Craig T.: Well, Mike, you also have a paid usage balance of $25.05 with which you can send uptill 250 pages of fax without any incurring any additional charge. This could prove to be useful to you for sending faxes during this period, if need be.

Mike: Nope. Cancel it.

Craig T.: It could indeed be very helpful(as we have found so, with many customers) to keep the account during this period to see if the need ever arises for our services. If so, you will still have the account. If not, then no harm done. You can always contact us back at the end of this period and inform us of your decision to continue with the service or not.

Mike: I appreciate that you are required to tell me all this, but I want to go to bed. Just cancel the account.

Craig T.: Alright, Mike.

Craig T.: I am very sorry to hear that you are leaving us. I will take care of the cancellation process for you. If ever your faxing needs change, please do consider our service. We will be glad to have you as our customer.

Mike: Thanks. Good night.l

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