Drew Rattray : Design vs. Functionality
Drew Rattray
| News and views on design vs. functionality balance across the communications and technology space.

July 2009

You are browsing the archive for July 2009.

Cancelling eFax, sort of

July 7, 2009

I had a need for an internet faxing service earlier this month and after a little research, I decided to try the eFax trial service.  Basically, you sign up for a full eFax account, give them everything including your billing information, and if you decide you don't want it, you cancel your account before the 30 days are up.

Today, I decided it's time to cancel before I get nailed with a fee.  While eFax proclaims "Easy Faxing Anywhere", it should also state "Canceling Near Impossible".  There is nowhere, I repeat NOWHERE, on the eFax site that gives you an option to cancel.  After much frustration, I decided to try contacting eFax to get it done.  On the top navigation on the site, I went to "Contact" and then clicked the live chat link.

This is the conversation I had with a delightfully blunt customer service representative.  Actually with the speed of the replies, it might have even been a bot:

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

You are now chatting with 'Soi'

Soi: Welcome to our sales chat.  How may I help you?

Scott Bouchard:  Hello Soi, I'd like to cancel my eFax account and can't seem to find the option on the website account page.

Soi: I am sorry to hear that you wish to leave us.  We have a special support team to assist you with the cancellation process.  Please use the following webpage to get Chat support for cancellation.




Soi: Thank you for contacting the Sales Team.  Hope you found the session helpful.  Goodbye!

Chat session has been terminated by the site operator.

Well... I tried the link, and it didn't work.  I tried on Safari, Firefox, IE... none of the browsers were able to launch the chat after I filled in my name and e-mail.  Fun times.  So I decided to try the "FAQs" option at https://www.efax.com/help/faq.

In the search I typed "Cancel" and received 2 choices for an answer.  I chose "How to Cancel your eFax Account (2901)".  This page stated the following:

How to Cancel your eFax Account

If you are considering cancelling your eFax account because you are having a problem using the service, keep in mind that the solutions to many common problems can be found in this "Help" section.

If our online help is insufficient or you wish to cancel your eFax account for another reason, please click the blue "Chat Now" button below or click

HERE and a Customer Service representative will assist you.