Back in July of this year I heard of magic jack and thought hey I travel alot this may be worth having. I should have listened to my wife when she said it was too good to be true. First they charged my credit card right after I signed up for the 30 day free trail, and it took 2 weeks for them to take the charge off. 2 weeks later after the 30 days they took $46, no problem it seemed to working fine.
Just last week 2 weeks after I purchased it it started acting up, people could hear me but I could not hear them. I tried all their upgrades and this and thats but nothing worked. "Victoria" said that they would replace it at no cost to me as long as they got the old one back within 2 weeks, with an rma number. She told me that I would get an email within 24 hours and it would contain the rma number. All I got in my email was another purchase confirmation. I chatted with them again and asked for the rma number and that person said they would resend it and confirmed that I would not be charged for the replacement. (transcript to follow)
Info: Please wait for a site operator to respond.
Info: You are now chatting with 'Ashton'
Ashton: Hello, how may I help you?
David: yesterday it was determind by victoria that my mj was defective
David: she or he said that they were going to replace it
Ashton: Good day.
Ashton: It's my pleasure to assist you.
Ashton: Thank you for addressing your concern to us.
David: they said i would get an email with an rma number that way i can send the old defective one back and not be charged for the new one but the email was just another order confirmation
David: so i need an rma to send the old one back
Ashton: Okay.
Ashton: May I have your sales order number of the old unit please?
David: dt00745927
Ashton: Thank you.
Ashton:
Ashton: 277 ABC AVE
Ashton: anywhere, OH 45503-5131
Ashton: US
Ashton:?
David: once you guys get the old one back you will not charge my cc correct
David: that info is correct
Ashton: Yes.
Ashton: Okay.
Ashton: Thanks.
David: has the new one shipped yet
David: i was told that he or she put rush shipping on it for free
David: so i would get it quicker
Ashton: Not yet, Sir It is on process.
David: since i just paid for it 2 weeks ago
David: so how about the rma
Ashton: It will be ship this afternoon.
David: but there is rush shipping on it right?
Ashton: I do apologize Sir but the return is not accepted by our database since it is beyond the 30 day trial.
Ashton: Yes, rushed ship.
David: i was told that since it was defective that i would not be charged for another one
David: i just paid for it on the 18th of last month
Ashton: Okay.
Ashton: You will received an RMA number on your email for the old magicJack.
Ashton: Once receive please send the unit back to us.
David: i got an email for the new one but there was no rma info all it had on it was the new replacement info
David: the email did not have and rma
Ashton: I have resend the RMA page for you please do wait within 12 hours.
David: so i am NOT being charged for the second one Correct?
Ashton: Yes.
David: yes i am not being charged?
Ashton: Yes.
David: and you did send the rma info for the mj order number dt00745927
Ashton: Yes.
David: and did you say that victoria did add the rush shipping like she said she would
Ashton: Yes, It is on registered as rush ship.
David: ok thank you have a nice day
David: i am not being charged for the rush ship correct
Ashton: Yes.
Ashton: You're very much welcome.
Ashton: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!
Ashton: Goodbye and have a nice day ahead!
Ashton: Take Care.
Ashton: Please do me a survey:-)
David: thank you
Ashton: You're very much welcome.
As of today I still have not gotten an rma number, I have reported them to my bank for fraud. My bank but a hold on my account to see if they would charge me for the second one, if they did it would show insufficient funds that way they could not get the money, so just tonight I chatted with them again and here is how that went. Enjoy I know you will.
Info: Please wait for a site operator to respond.
Info: You are now chatting with 'Jeaniza'
Jeaniza: Hello, how may I help you?
David: for the 3rd time i need an rma number for order dt00745927 victoria did troubleshooting and determined that it was defective, i was told that i would get an email with the rma number by 3 different people but still have not got it
David: i am supposed to be getting a replacement since it was paid for not even a month ago
Jeaniza: Hi, David.
David: i just want an rma number why can't you just give me one why have i been lied too i just want to ship this old one back to you so i dont get charged for the replacement
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Jeaniza: Please be informed that your replacement order is not yet shipped due to the following reasons: Your bank did not give us an authorization to put a hold status from that order, or yo have an insufficient amount for your order.
David: i should not be being charged for the replacent
David: i was told and i have the transcript to prove it
David: that i would not be charged
David: this is fraud
David: i was told that my card in no way would be charged
Jeaniza: Please be informed that we need to put a hold status amount for that replacement, once you return the defective device, we will automatically release the hold amount.
David: oh no that is not what i was told
David: do not play that game
David: i think i need to report you to the ohio attorney general for fraud
David: i have the transcripts to prove that i was told my card in no way shape or form would be charged
David: because of this one being defective
David: please tell me why you charged my card without my consent
Jeaniza: I apologize for that, we will put a hold status for the replacement device so that we can make assure that you will return the defective device.
David: i was never told that therefore i can now report you for fraud
David: i never authorized you to charged my card for the replacement
Jeaniza: Okay.
David: the only reason my bank refused you was because they have a copy of the transcript where i was told i would not be charged so if they caught you trying to charge my card they would deny it
Jeaniza: But please be informed that we are doing that so that transaction will go through.
Now doesn't that contradict what the first rep said about not being charged. I love my bank for helping out. My next stop is the BBB and the Ohio Atterny General. I am am personally sorry that people have to go through this like I have. Good luck with these people.
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