cancellation policy

[SYED JUNAID]

I have recently Signed up for free phone line and received linksys adaptor.After connecting it to my router,I found that my free phone line was not working at all.I called the technical support section of free phone line for a couple of times, but even the technician could not help me to make my phone working.Finally I gave up and ask them to disconnect the service and refund my money back ,as I have never used this line and it was my utmost surprise to know that the freephone line provider do not have the refund policy in all circumstances.I am really pissed off.I will advise every one to be careful about such type of service providers.I am also writing to the Toronto star and other daily news papers to let every one know about freephone line service

[FONGO_kris]

Please check for my PM ASAP.

[FONGO_steve]

Our website does state in several areas that we have a no-refund policy. One such example would be right here http://freephoneline.ca/faq#18

[soltero5965]

Hello Syed 5 years ago i got a problem exactly like yours, cancellation and all from one provider of one thing, i got it solved with the help of the other party..i've learned my lesson ..to read and understand every word in the "Terms and Agreement" section of anything you are going into, like you i want to save and switch from my present provider, phone and internet but i'm doing it slowly and surely asking questions reading word for word the FAQ's i don't want my awful cancellation story to repeat itself ....contact them one way or another they'll provide answers and or help to you well what is it that make the world go round ....communications good luck..

[FONGO_steve]

We're actually working on this as we speak - hoping we'll be able to find a resolution to his problems

[Yroc]

Steve when I signed up the person who took my credit card made it clear to me that it was no refundable.

Seemed clear to me.

[FONGO_kris]

From my experience, and knowing I too sometimes have selective hearing, it can be hard. Some agents though do not stress this as much as they should. We would rather you not sign up because of that policy than have you dispute the charges with Visa, MasterCard, etc.. A month later. Keep in mind that it is a viable argument to dispute charges up to two months after the purchase but after that it is actually considered a false claim.

[madroone]

i love when people want to complain and do write ups about a "free" service...sure you pay for the hardware but you have to have a little bit of technical abilty to make things work. this is FREE folks...they even provide FREE support! the team is very good and responsive...I've switched my home phone out and only have a FPL at home as my main service...sure there are hickups...but again FREE

ok...enough of my rant

[volenin]

Well, I believe on any product (and, probably, even service) there is a 2 week 'money back' guarantee by either provincial or federal legislature. So, at the very least, the hardware unit should be refundable....

But I'm pretty sure Steve & Kris would resolve it - it must be some tech. issue... The only reason I can come up with in which case the tech issue can NOT be resolved is the quality of the internet connection, in which case you might need to switch the provider, which some people might not be open to.

With regards to that, FPL folks, here is a free suggestion: get the note posted on the web site, asking the potential user to test objectively the quality and 'fitness' of their internet connection for the VoIP service through this applet http://myvoipspeed.visualware.com/, so that people with crappy Inet do not get misguided. As well as an explicit note for the user to try the free soft-phone service first to test out the subjective quality of the connection. Not sure how accurate the results of that applet really are (in terms of correlation of the detected jitter and measured quality index to the actual subjective quality), but it did help me A LOT in tuning the QoS properly on my router, so that I can get consistently good quality measures. And at least in my case, I COULD subjectively hear the difference.

[FONGO_steve]

Thanks for recommending that applet! First time I've seen it - looks pretty useful. Kris and I will be underway next week on starting the preliminary design work on a new website layout for FPL. We usually aren't the ones that do this, but since I have a small webdesign background I have offered to lend the company a hand. I'll be sure to include a link to that applet if they will allow it!

In regards to the money back thing: our terms of service do state we allow so many days if we are completely unable to deliver to service. But if we see one's ATA connecting to our servers, then we are delivering service so the problem lies not at our end. The federal legislature you refer to I believe only covers resale stores. I used to work at a final-sale electronics store in the past and we could sell final-sale and not be legally required to give money back because our policy and cashieres both stated the nature of the final sale policy. I'm not sure how that applies when it comes to companies like Freephoneline, but since we aren't a "wal-mart" type of store, I believe we also are exempt from that.. but I don't know I'm no lawyer or business-man!