Some poor customer service from Steven Morey at Private Box
I recently initiated a trial of Private Box which offers a postal mail forwarding service. The service is run by Steven Morey of Wellington.
They advertise on their website a 28 day change of mind policy along with a two month free trial. After signing up for their free trial and finding out a bit more about the company I decided to cancel the service.
Cancelling by email was not very straight-forward, and I received a rather rude response from the owner Steven Morey. I invite anyone who has had dealings with the service to comment below.
MESSAGE 1 – from Private Box upon signing up
Subject: Welcome to Private Box.
From: no-reply@privatebox.co.nz
Date: Fri, May 8, 2009 8:44 pm
To: haydentxxx@xxxxx.co.nz
Hi Hayden, welcome to Private Box,
Thank you for taking the time to signup with the username: xxxxxxxx
To get your mail box all you need to do is login to your account and
follow the on screen instructions. If you have any questions please send an email to support@privatebox.co.nz.
Thank you,
The Private Box Team.
I change my mind about using the service. They claim to offer a two month free trial and a 28 day change of mind policy. I email them asking to have the account closed. They tell me I can do this online.
The service had automatically put my account into a -$4.00 balance to cover the first months service. The website will not let you cancel your account until you “top up”. I email Private Box back asking them to close my account explaining what happened. I didn’t get a response until receiving the next email.
MESSAGE 2 – Account automatically goes into a negative balance and I receive a reminder.
Subject: Private Box: Your pre pay balance is below Zero
From: no-reply@privatebox.co.nz
Date: Sat, May 9, 2009 5:01 pm
To: haydentxxx@xxxxx.co.nz
Hi Hayden,
This is a friendly reminder that your balance has gone below Zero, please login to your account to add more credit. You have another 28 days to top up your account, else your account may be temporarily suspended.
———————
The Private Box Team
www.privatebox.co.nz
MESSAGE 3 - I accidently Hit ‘Reply’ to the email (a no-reply address) and ask to cancel my account
Subject: Re: Private Box: Your pre pay balance is below Zero
From: “Hayden Tennent”
Date: Sat, May 9, 2009 6:22 pm
To: no-reply@privatebox.co.nz
Hi,
Ive asked you to close this account as I no longer wish to use the service.
Ive changed my mind. Please close the account immediately.
Thank you.
> Hi Hayden,
>
>
> This is a friendly reminder that your balance has gone below Zero, please
> login to your account to add more credit. You have another 28 days to top
> up your account, else your account may be temporarily suspended.
>
>
> ———————
> The Private Box Team
> www.privatebox.co.nz
>
> To turn notifications off > Login to your account > Go to My Account.
MESSAGE 4 – I receive this automated reply from the no-reply address telling me that they can not help me from this address. As you will find later, private box do read email sent to this address!
Subject: Re: Re: Private Box: Your pre pay balance is below Zero
From: no-reply@privatebox.co.nz
Date: Sat, May 9, 2009 6:22 pm
To: haydentxxx@xxxxx.co.nz
I am sorry but this is a No Reply E-mail address, we cannot help you with account specific questions from here. If you want to ask a general question, please send an email to support@privatebox.co.nz.
Private Box use a No Reply address because we want you to message us directly through your account, this guarantees that you have true access to your account. Keeping your information safe is very important to us.
Thank you.
Private Box Ltd.
MESSAGE 5 – I send my email to the correct contact address as Private Box
Subject: [Fwd: Private Box: Your pre pay balance is below Zero]
From: “Hayden Tennent”
Date: Sat, May 9, 2009 7:10 pm
To: support@privatebox.co.nz
Hi,
Ive asked you to close this account as I no longer wish to use the service.
Ive changed my mind. Please close the account immediately.
—————————- Original Message —————————-
Subject: Private Box: Your pre pay balance is below Zero
From: no-reply@privatebox.co.nz
Date: Sat, May 9, 2009 5:01 pm
To: haydentxxx@xxxxx.co.nz
————————————————————————–
Hi Hayden,
This is a friendly reminder that your balance has gone below Zero, please login to your account to add more credit. You have another 28 days to top up your account, else your account may be temporarily suspended.
———————
The Private Box Team
www.privatebox.co.nz
MESSAGE 6 – I receive this smart arse response (4 times) from Steven Morey at Private Box
Subject: RE: Private Box: Your pre pay balance is below Zero
From: “Private Box Support”
Date: Sun, May 10, 2009 2:52 pm
To: “‘Hayden Tennent’”
How many emails do you need to send us?
Kindest regards
Steven Morey
T: +64 4 831 1333
M: +64 21 937 600
E: support@privatebox.co.nz
W: www.PrivateBox.co.nz
—–Original Message—–
From: Hayden Tennent [mailto:haydentxxx@xxxxx.co.nz]
Sent: 9 May 2009 6:23 PM
To: no-reply@privatebox.co.nz
Subject: Re: Private Box: Your pre pay balance is below Zero
Hi,
Ive asked you to close this account as I no longer wish to use the service.
Ive changed my mind. Please close the account immediately.
Thank you.
> Hi Hayden,
>
>
> This is a friendly reminder that your balance has gone below Zero, please
> login to your account to add more credit. You have another 28 days to top
> up your account, else your account may be temporarily suspended.
>
>
> ———————
> The Private Box Team
> www.privatebox.co.nz
I send an email to Steven, letting him know that im going to be putting his comments on my blog and get the following response.
MESSAGE 7 – Steven Morey seems to be having a really bad day
Subject: Re: Private Box: Your pre pay balance is below Zero
From: “Private Box Support”
Date: Sun, May 10, 2009 8:28 pm
To: “Hayden Tennent”
Hello,
You send us four emails and expect to give you good service? With such impatient people like yourself why should we be expected to?
I am not obliged to provide after hours support, but I do to benefit customers whom need urgent support. Perhaps with the expectation the internet brings is a 24/7 operation. Which Private Box is clearly not.
Take a look at yourself before you judge others. This company is run by humans not a computer, and we do not believe your attitude is acceptable therefore we have no problem about replying to you in this manner.
Regards,
Steven Morey
Private Box
MESSAGE 8 – More from Steven
Subject: Re: Private Box: Your pre pay balance is below Zero
From: “Private Box Support”
Date: Sun, May 10, 2009 8:33 pm
To: “Hayden Tennent”
Hello there,
Furthermore, you have unauthorised us of my image, if you do not take it off immediately I will have to take this further.
Regards,
Steven Morey
Private Box
Have you had any dealings with Private Box? we want your comments.