Customer support that really sucks

OK, try and beat this one:

J2 is a fax service you can use from your computer on the road. I used it during my travels in January and February, was not hugely impressed, paid for the second month of service, and then decided to cancel my account.

But, searching all my account options and their website, I couldn’t find any way to cancel.

I finally emailed their Customer Support with a request to cancel, and they wrote back the following:

We have received your e-mail request to cancel your account. However, please be advised that we require your request be confirmed by calling us at 1-323-817-3218, or by visiting out Live Chat service, at [URL removed] where a Customer Service representative will assist you in the cancellation process. We are available 24 hours a day, 7 days a week.

Please note that your account will remain active until your cancellation request is confirmed by Customer Service.

[Name removed] j2 Customer Support

Of course, it was at this point that my blood began to boil. This email was from Customer Support. She didn’t need me to be confirmed by Customer Service; she needed me to be high-pressured by Sales.

I called the (long-distance) number, followed the annoying system of convoluted prompts, finally found an option for “inquiring about cancellation.” I thought that was an odd turn of phrase, and I was right to be suspicious. The automated message told me that if I wanted to inquire about cancelling my account, I had to use the Live Chat service on the website.

Rolling my eyes, I went the Live Chat page, logged in with my account information, and waited for the Chat screen to load. And waited. And waited. And waited. (My browser hung, and continued to hang on repeated tries.)

So I called the phone number again, but this time I selected Technical Support. The fellow who answered (a very pleasant person who had trouble understanding English) got my account information. He told me that my service didn’t have any Chat, just conference capabilities. He didn’t seem to know anything about the Live Chat service mentioned in the email and the phone system.

I then told him that I was trying to cancel my account. This sent him off to talk with a supervisor. He came back and offered me an extra free month of service. I stuck with my guns and told him I wanted to cancel. More chat with the supervisor. Then he came back and told me that my account would be cancelled and I would receive an email to confirm that.

Note, by the way, that all this had to be conducted via two long distance phone calls that I had to pay for; I suspect the two calls cost me as much as a month of service from the company.

Bottom line: I’d rather hike four miles in a blizzard to fax something from Kinko’s than ever do business with J2 again.

Author: Karen Anderson

To paraphrase Mark Morris, "I'm a writer; I write!"

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