Here are two conversations I had with Chat regarding the magic jack that worked when I got it — has been in the drawer for 7 months. I paid for 1 year of service. The phone number they gave me has been disconnected - I checked. I began thinking that maybe the CC didn't go through on the order but since they charge your card immediately before they ship the unit (not as they advertise) that could not have been the issue. I sincerely do not believe I will hear anything - I paid $40 for a jack I used for three days. Every single complaint I have read on the internet is about people not getting their money back if they have a problem. You may be among the lucky ones who purchase and everything goes well
Evert: Hi, this is Evert, from higher level support and I will be assisting you
Lydia: ok
Evert: Is that Your MJ magicjack?
Lydia: yes
Lydia: We purchased it
Evert: When did you purchased it?
Lydia: early last year -cannot remember exactly - January threMarch or early april
Lydia: I suppose I could look thru all my old emails for a confirmation of some type but you should have that info
Evert: It is not under your name
Lydia: Oh my husband is xxxx x xxxxx
Evert: Please wait while I check that for you
Lydia: hello?
Evert: I am looking into this. It may take a while. Please bear with me.
Evert: How long have you been encountering this problem?
Lydia: magicJack Order#: DT# Confirmation
Evert: How long have you been encountering this problem?
Lydia: Just today have not used since then
Lydia: do I need to re-register and get a new phone number?
Evert: On your screen, what does it say?
Lydia: it shows the magic jack screen and then says it has been deactivated
Lydia: It is not plugged in right now
Evert: I am sorry but it was already deactivated, your MJ wont work anymore
Evert: The number was deactivated
Lydia: We paid for it!
Evert: I understand... Would you like to get a replacement?
Lydia: what does that mean?
Evert: your magicjack was already deactivated
Evert: so i am offering you areplacement
Evert: Would you like to get 1
Lydia: yes i would like a replacement - why was it deactivaed?
Evert: That seems to be the issue. I cant check why is it
Evert: but let me explain our Replacement process
Lydia: ok
Evert: Please read our Replacement Policy:
Evert: _&_We will replace the magicJack for you. The replacement magicJack will put an authorization for $39.95 on your credit/debit card. If you send back the old magicJack, the pending charge for the replacement will be taken off and you will not be charged for the replacement. If you send the non working mj back to us, you will not be charge for the replacement device. Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack.
Evert: The original magicJack must be in our hands within 10 business days, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack. Once you have received the replacement magicjack, that is the time you have to return the old device. Then plug it to your PC and register for a new number because your old number is already deactivated
Lydia:?? You know it doesn't work so why do i have to send it back?
Evert: So that you WONT be charged for the replacement
Lydia: but I paid fir the first one and now it doesn;t work
Evert: yes, that is why I am offering a replacement, will replace the magicJack for you. The replacement magicJack will put an authorization for $39.95 on your credit/debit card. If you send back the old magicJack, the pending charge for the replacement will be taken off and you will not be charged for the replacement. If you send the non working mj back to us, you will not be charge for the replacement device. Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack.
Evert: The original magicJack must be in our hands within 10 business days, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack. Once you have received the replacement magicjack, that is the time you have to return the old device. Then plug it to your PC and register for a new number because your old number is already deactivated
Evert: I have not heard from you in a while. Do you wish to continue this chat session?
Evert: Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to chat with us again. Good bye
He gave me less than one minute to read the above before he hung up. The entire session took about 1/2 hr or more.
Please wait for a site operator to respond.
Chat InformationYou are now chatting with 'Bridgette'
Chat InformationYour Issue ID for this chat is LTK419085560098X
Bridgette: Hello, how may I help you?
Lydia: I just had a chat sessin with someone and am very unhappy at the way i was disconnected. I would like to know what the problem is!
Bridgette: Hi Lydia.
Bridgette: Please give me a moment to review your previous chat. Thank you
Bridgette: Thank you for patiently waiting Lydia.
Bridgette: You are on chat with Evert, right?
Lydia: yes
Bridgette: Let me check him for you.
Bridgette: Please wait while I check that for you
Lydia: he sent me this long stuf to read and before i could respond he hung up on me
Lydia: was there a problem with the orignal order?
Bridgette: Do you mean on your magicJack device with phone number: (206) 414-3339?
Lydia: yes
Bridgette: I see. Thank you for the information Lydia.
Bridgette: Would you allow me to assist you first?
Lydia: yes
Bridgette: Thank you so much Lydia.
Bridgette: Is your magicJack currently plugged in?
Lydia: yes - to other computer
Bridgette: Thank you.
Bridgette: May I know what is the operating system of that computer?
Lydia: vista
Bridgette: Okay.
Bridgette: Is the blue light still visible on your magicJack device?
Lydia: yes
Bridgette: Okay.
Lydia: the sotware is up
Bridgette: Good.
Bridgette: Do you see the magicJack dial pad on your screen with the Ready to Call status message?
Lydia: yes
Bridgette: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Bridgette: http://upgrades. Magicjack.com/upgrade/upgrade. Exe
Bridgette: Please click on the link and choose RUN option.
Lydia: then what?
Bridgette: Is the upgrade done?
Lydia: no hang on
Bridgette: Sure.
Bridgette: Take your time Lydia.
Bridgette: I will just be here.
Lydia: is upgrading now
Bridgette: Thank you Lydia.
Bridgette: Do inform me once the upgrade is done.
Lydia: done
Bridgette: Do you see any error messages on your magicJack dial pad after the upgrade?
Lydia: says has been deactivted must regiser
Bridgette: Thank you.
Bridgette: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Chat InformationPlease wait while I transfer the chat to the best suited site operator.
Chat InformationYou are now chatting with 'Jenna'
Chat InformationYour Issue ID for this chat is LTK419085560098X
Jenna: Hello Lydia. My name is Jenna. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Lydia: why has it been deactivated?
Jenna: That is what we are going to check.
Jenna: Please hold.
Lydia: was the credit card not charged? I am only guessing it has not been used since April but since we supposedly paid for it then that should be our phone number for a year
Jenna: Yes, Lydia.
Lydia: are yo there?
Jenna: Yes, I am checking the account still and is forwarding your concern.
Jenna: Please bear with me.
Jenna: Thank you for patiently waiting.
Jenna: Your concern needs to be escalated to our higher department. I will be making a report regarding your concern. Will it be okay, Lydia?
Lydia: yes
Jenna: Thank you so much.
Jenna: I will be making a report about your concern and our Technical Engineers will be checking on this. Please do provide me with the needed information below:
Jenna: Customer name...:
Jenna: Email address...:
Jenna: MJ Number...:
Lydia: xxxxxxxxx
Lydia: xxxxxxxx
Lydia: where do i find MJ #?
Jenna: I will check on it for you using your email.
Lydia: DT02340923 is the originl order #
Lydia: is that what you are referring to?
Jenna: No, the magicjack phone number.
Lydia: 206-414-3339
Jenna: Thank you.
Jenna: Please give me few minutes to compete the report.
Lydia: was it given to someone else?
Jenna: No, Lydia. I will be making a report and this will be taken care of by our higher department.
Lydia: OK so someone will email explaing the problem?
Jenna: Yes, Lydia. You will receive an email reply regarding your concern once it is resolved.
Lydia: ok thank you
Jenna: You are most welcome.
Jenna: I am completing the report now.
0 comments