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hardheaded
@myvzw.com
| How to successfully cancel or communicate w/Speed Factory !
I "cancelled" by email as did many of you. Yesterday I got an email from Speed Factory that they were planning to bill my credit card for next month. I was not amused.
I immediately wrote a "lawyer letter" withdrawing all authorization to charge my accounts, and re-iterating my cancellation. I mailed a copy, along with a printout of my cancellation email, certified, return receipt.
I printed a second copy, which I planned to hand deliver to their office.
When I arrived at their office I fully expected things to be locked up tight, my knocks to be ignored, and to end up simply shoving the letter under the door. This was not the case.
I found the front door open, and the front door manned. The guy at the desk took my letter, but then volunteered to take care of the situation on the spot. He not only cancelled my account, but he refunded the remainder of the current month (starting at 4/11) to my credit card.
I told him no one could get through on the phones and he said that while the phones were back up, the volume of calls were far exceeding their ability to answer them.
I told him they were getting really hammered on DSLreports, and he said he had finally quit reading it (I gathered because it was depressing and he had no power to fix this situation).
You know, the guy was really nice, and very apologetic. And I don't think it was just because he remembered me as a regular customer. In any case, the transaction was gracious, and the right thing was done without hesitation. In fact, i hadn't expected or asked for the refund, I just didn't want to get billed again. Anyway, I wished him well and went on my way.
So, if you drive over to their office during business hours you can probably get things handled amicably, but just in case, I suggest sending a certified return receipt letter to memorialize your cancellation and to prevent charges to your credit card.
I just wish that their management could figure out that communication is just as important as doing the right thing once communication has taken place. They continue to shoot themselves in the foot despite what seem to be good intentions. What a shame. | |
hardheaded
@myvzw.com
| Re: How to successfully cancel (SAMPLE LETTER)
Below is a redacted version of the letter I sent Speed Factory. If you use it please take a moment to modify it so that it properly reflects the facts of your individual circumstance. If you are still under contract (I was not) I beleive it to be important that you summarize the ways in which you believe Speed Factory breeched your contract. It is probably not enough to cite poor service as that is a subjective perception. Stick to documentable facts. Do NOT threaten!!! Be business like and do not vent your emotions. Emphasis is fine, the other stuff is not. Take a moment to read over the contract and see what they may have specifically failed to do. I tend to think in terms of their having abandoned their customers for four days while holding themselves incommunicado, but you will have to sort that out.
[THIS IS JUST ME SHOOTING MY MOUTH OFF TO A BUDDY AND DOES NOT CONSTITUTE LEGAL OR OTHER PROFESSIONAL ADVICE. SEE YOUR LAWYER BEFORE YOU TAKE ANY ACTION]
[PLEASE BE SURE TO EDIT TO FIT THE FACTS OF YOUR SITUATION!!!]
Sample Letter follows:
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Alfred Packer
99 Donner Party Drive
Cafeteria, GA 30999
April 00, 1901
By Certified Mail, Article # 3.141519
and by Hand Delivery
Speed Factory, Inc.
4343 Shallowford Road
Suite B2
Marietta, GA 30062
I have previously notified you of my cancellation of my account. I sent this notice as your email service returned to operation, as I was previously prevented from doing so by the complete shutdown of all of your communications systems. In accordance with your policy my cancellation notice was sent to your contracts email address. It was also sent to your support email address. You do not answer telephone calls anymore, so it is not possible to discuss this matter with you.
Please be advised you ARE NOT AUTHORIZED TO PLACE ANY CHARGES AGAINST ANY CREDIT CARD, CHECK CARD, DEBIT CARD, CHECKING, OR ANY OTHER ACCOUNT HELD IN MY NAME.
LET ME RE-ITERATE WHAT I HAVE ADVISED YOU OF PREVIOUSLY, MY ACCOUNT WITH YOU IS CANCELLED, EFFECTIVE AS OF THE TIME THAT YOU STOPPED PROVIDING SERVICE ON APRIL 11, 2008, AND STOPPED ANSWERING YOUR CUSTOMERS TELEPHONE CALLS.
I have today received an email from you indicating that you intend to charge me for the next month of service. It is my belief that such a charge would not only be improper, but may be a violation of law in light of my having cancelled my service and withdrawn authorization for you to charge my accounts.
My service was switched to another provider without you ever restoring service or having made any attempt to communicate with your customers in any way as to what the circumstances might be. This, in spite of repeated efforts by myself and others to contact you.
LET ME ADVISE YOU AGAIN, IN THE STRONGEST POSSIBLE TERMS, YOU ARE NOT AUTHORIZED TO PLACE CHARGES AGAINST ANY ACCOUNT IN MY NAME! MY SERVICE WITH YOU IS TERMINATED.
I have tried again today to reach you by telephone, and you still do not answer calls, there is only an automated attendant, 5 minutes of music, and a disconnection which terminates the call. This seems to be a universal experience from the reports of others.
Your conduct of late has done much to destroy years of good will in this community. Please do not continue to injure your reputation by further mis-conduct. Accept the cancellations which have resulted from your egregious failures gracefully, and leave your former customers in peace.
Sincerely,
Alfred Packer
attachments: email canceling service | |
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