by: Kyle Jones
We store our content differently than the way we did even two years ago mainly because technology has reached the point to allow us to do so. I have used Box.net, Dropbox.com and Google Drive at various times and like different things about them. Each service had their own set of pros-and-cons but I would recommend them to anyone - even the two I no longer use. They are all three reputable in my opinion. Unfortunately, I cannot recommend Justcloud.com for ten reasons.
New Year's Day
I had used Google Drive’s $4.99/100GB package since Google released the service. Unfortunately, I found it confusing and cumbersome to sync pictures with Drive and Picasa plus having my other primary address as part of Google Apps made it even more confusing. So, I chose to downgrade Google Drive and go with another service. The other choices: Box, Dropbox or iCloud. The top two: Dropbox or iCloud.
I made a mistake, however, and did one final Google search and took a look at Justcloud.com. And, being New Year’s Day, I must have been overcome with New Year excitement and signed up for the service.
This was a mistake which would cost me time, effort and caused much frustration.
The Justcloud.com Saga Begins
I received my welcome email/instructions at 5:25pm on January 01, 2012. Next, I downloaded the app and files began their backup process. At first, I thought "ok, not bad" but my opinion quickly changed.
Let me say this before we continue. Each company has their own set of rules and regulations. I just find them to be a company I do not wish to recommend based on how they handled my account.
I reviewed the various options available only to find out that the majority of features (faster uploads, removal of smaller file size limits) required an additional fee. I did not feel that this service was what I needed. I did not want to pay additional fees after I had already paid for two (yes, two) years of monthly premiums. So, I looked at the website to find the method to cancel. I did so by emailing my cancellation request at 6:12pm as per the website’s instructions. This was less than one hour after account creation.
My email said:
This is not the service I thought it would be. Please see below for account information. This account was created less than one (1) hour ago and I wish to cancel this service and receive a full refund of purchased price due to the limited amount of time of account activity. I do not wish to have this service and will delete your software from my machine upon sending this email.
Please notify me via email upon crediting and/or cancelation of charge.
It was my thought that the first attempt to cancel plainly stated the request. However, I can understand a company’s desire to retain customers. But, upon receiving an email response at 8:10pm, I began to be unhappy with how they chose to handle cancellation requests.
The responding employee stated:
I’m really sorry to hear that you wish to cancel your account wish us. I can see that our software is installed on your computer and already backing up your files securely online.
In my original request I said I would remove the software and, while aggravated I was, I did not like the tone of “I can see that OUR software” comment.
He went on to inform me that:
So before I can cancel your account, I would like to understand if you are facing any problem, so I can ideally fix any issues. We would really like to resolve any problems but if you do not wish to proceed please confirm that you wish to cancel. By not replying your ticket will remain on hold and we will not know you wish to continue with cancellation.
What if I had not paid attention to the email response and assumed it was simply a confirmation?
I responded as follows at 9:55pm:
I sent a follow-up email soon after sending the original request confirming that the software has been removed from my machine. I can provide another screenshot if necessary. I sent a screenshot of the charges in an email. Both of these were sent as replies to the ticket - not as additional tickets as were the instructions.
I do not wish to have this service. It is not what was expected and the requirements for additional upgrades are not what I understood it to be. Again, I do not want this service and request again that it be cancelled and that I not be charged. While my account has now been active for almost five hours, my original request to cancel was made within 45 minutes of account activation.
Please promptly cancel this and provide confirmation of either credit of any and all charges or cancellation of pending charges. I do not wish to have this service.
I received the following response at 11:37pm:
I'm really sorry to hear that you wish to cancel your Online Backup Account with us.
I would love to offer you 50% discount on your current plan as a goodwill gesture if I can get you to stay. Please let me know if you would like me to arrange 70% discount on your current plan and add the difference in amount as credits for you to stay a happy Justcloud customer.
Please confirm how you wish to proceed.
So, after requesting TWICE to disconnect, I still was asked to confirm my request. I was not happy. I did not see the email until the following day and replied to it 7:34pm on January 02, 2013. My reply was not as courteous as before and I included my second attempt attached to this THIRD attempt. It stated:
I do not wish to have this service and requested cancellation within one hour of activation. I responded again to another agent, see below, after being asked if there were issues and could those be resolved. I stated several times in that response that I would like to cancel and your efforts to save the account are noted. However, I am making my third formal request to cancel this service. I do not wish to have the service and expect full credit of charges. I have been at work all day and have just now had an opportunity to check to see if I had received confirmation of cancellation and of credit or halt of charges.
Again, this is my third formal request to cancel this service. I am noting in my files the date and time of all requests since I've received counter-offers each time I've made the request with instructions asking me to confirm how I wish to proceed. I do not wish to have this service and ask that prompt attention is given to the cancellation and refund.
Third times' a charm - right?
I received the following response at 2:34am on January 03, 2013. It was another counter-offer:
Thank you for your email. We really are so sad you wish to leave we want to offer you one final offer you will not believe or see anywhere else. How about a free year of backup? We will refund you what you have paid and your subscription will continue to run for free for 12 months. Please let me know if there is anything else I can help with.
While the refund for 12-months was mentioned (I paid for 24-months) it still did not cancel the account.
Would you be frustrated? I know I was 100% angry at this point.
I responded the following at 7:46pm on the same day:
I appreciate the offer for 12 free months but I do not wish to have this service. This is my fourth formal request to cancel a service that I originally requested disconnected on Tuesday within an hour of account setup. I do not have your software on my machine and do not wish to have a service like the one offered by your company.
Please promptly confirm cancellation and refund. This is my final decision as was my original decision.
I thought this would be the end.
On January 04, 2013 at 4:33 AM, I received the following:
I am sorry you still wish to cancel. Due to security protocols we must follow we require you to call us to complete the cancellation of your account.
UK: 0844 445 7768
Our phone team is available 24/7, handling user data requires this two stage cancellation process.
Why was this not made available to me originally or disclosed that I needed to speak with someone? Why was the cancellation necessary via both telephone and email and this not be disclosed until January 04 when I cancellation attempts began on January 01?
I was LIVID, to say the least. I called the US number and spoke to someone who said her name was Lovely. I mention her by name as she was the ONLY positive impression I have of this company. So, my stating her name is not an attempt to “call her out” as being an employee but to thank her for her graciousness on the phone.
I began the call by telling her that I was frustrated and that I apologized in advance. I told her that I was not upset with her but with her company. I told her that I realized she was only doing her job and that my tone was not directed at her.
She verified my information, apologized and stated that she cancelled my account. I told her that I would like to state for the record that her company used “strong-arm” tactics to keep customers and that I thought tis was not appropriate. She emailed me a verification of cancellation.
While she was nice...this was STILL ANOTHER attempt to cancel. It should have been a simple process.
I received ANOTHER email from Justcloud.com today at 6:17am. It stated:
Regrettably we need phone confirmation as well as email to completely cancel an account. This is simply for security reasons. Data is precious and we can't afford to cancel an account in error and/or loose our customers' files, we just need to verify your cancellation over the phone.
UK: 0844 445 7768
Our phone team is available 24/7.
Please let me know if there is anything else I can help you with.
So, did you not take a look at the account to see that I had cancelled?
I responded at 8:57am:
I have spoken with someone after I sent this email. You should have checked to see this before sending this email reply. The fact that you did not is another example of the poor customer service provided by your company. After receiving email conformation of cancellation and credit as I did last night, I will consider any other generic attempts to validate why I need to keep your service as a direct disregard to my request. This company uses strong-arm tactics to keep customers and it is both unethical and bad business.
You should have seen this if you had checked the account before responded to the email. This is a circumstance for which I shall seriously consider contacting the appropriate agency to report these tactics so that no other customer must go through FIVE attempts before getting confirmation of cancel. I will never recommend this company and will, instead, warn others to not fall victim to your tactics as did I.
This was originally just six reasons but changed to ten as I typed this post.
I received a call from 1-855-263-8797 at 2:41pm. She informed me that she was from Justcloud in the US and saw that I had recently cancelled my service. She asked if there was anyway to get me to come back.
I wanted to say...”REALLY? I MEAN...REALLY?”
I told her no and that I thought her company was both unethical and unprofessional to which she responded with a closing and ended the call.
I received another email from Justcloud.com at 2:58pm. It stated:
Sorry for the inconvenience caused to you. I can confirm that your account has been fully cancelled and any refund due will be received within 7-10 working days. Please be aware any information will be deleted upon cancellation in accordance with our terms and conditions.
I do not feel confident and will not feel confident that I've been cancelled until the funds owed to me are returned.
Want to know the saddest part? While I may not like Comcast based on 17-years of dealings, I have to at least say that they offer service pretty much consistently and do fix the problems USUALLY when they occur. I don’t know if this is over at this point. It might not be! I have not received my credit and am almost to the point of not posting this in fear of their finding some cause of not refunding the price paid.
But, in the end...it is simple. I had it less than an hour. I requested to disconnect. I followed their instructions repeatedly. I received confirmation. They owe me.
Has anyone else had this same experience with this company? If so, it would be nice to know that I am not the only one!