I have experienced the worst customer service ever from Magic Jack! Take a look at the transcript from tech support chat and decide for your self. They refuse to give a phone number (most likely because they won’t be able to understand me with the poor reception) and would not let me contact a supervisor. The conversation below is after a 3 hrs discussion that prior day after being told that they can not fix it and I will get an email. …………..
Never received the email and Magic Jack abruptly ended the support Tech Chat with this message “Since we haven’t heard from you, we must release this chat. Please click here should you need further assistance: http://www.magicJack.com/techchat ”
lase wait for a site operator to respond.
You are now chatting with 'Glenda'
Your Issue ID for this chat is LTK554034891533X
Glenda: Hello, how may I help you?
Alicia *: yesterday they couldn't fix my problem they told me that they would email me.
Alicia *: my phone is not working
Glenda: Please hold for a moment while I read your previous chat.
Alicia *: if you cant fix in a timely matter than i want my money back for transfereing my home number
Glenda: I'm sorry for the delay. I'll be right with you.
Glenda: Thank you for patiently waiting.
Glenda: As what I have read from your previous chat, you experienced drop calls and bad audio on your magicJack Plus, am I right?
Alicia *: this chat thing is good for 16 year old in love not o fix a pc / phone problem
Alicia *: i need to know what happen to the email i was suppose to get from the elevated engineer
Alicia *: i need to speak with some one
Glenda: With all due respect, we'd love to help you by phone but as of the moment we only do support on chat.
Alicia *: i thouhgt you read my issues?
Glenda: As what I have read from your previous chat, you experienced drop calls and bad audio on your magicJack Plus, am I right?
Alicia *: i don't want to get support on the phone i want to speak to a supervisor about poor service
Glenda: One moment please...
Alicia *: are you going to help me?
Glenda: Thank you for patiently waiting.
Glenda: I would be willing to assist you Alicia.
Glenda: You experienced drop calls and bad audio on your magicJack Plus, am I right?
Alicia *: i spent 3 hrs of my time yesterday for you guys to tell me that we'll send you an email.
Alicia *: i asked you a question
Alicia *: i need to know what happen to the email i was suppose to get from the elevated engineer
Glenda: Our Engineers are still working on your issue as of the moment.
Alicia *: why do you guys go around in circles?
Glenda: You will receive an email from them once your issue has been fixed.
Alicia *: so why are you asking me the problem? Are you going to fix it
Glenda: I am going to help you in fixing the problem, Alicia.
Alicia *: ohh so your better than the egineers
Glenda: It's not what I mean.
Alicia *: why didn't they put you on yesterday when i spent 3 hrs online
Alicia *: look if you read yesterdays issues you would know that its a driver issue with the usb audio device.
Glenda: I am going to assist you on this matter Alicia and it does not mean I could fix the problem.
Alicia *: now what are you going to do for me
Glenda: Is your magicJack Plus currently plugged into your computer with a blue light on?
Alicia *: ok why would i waste my time here if the person above you could not fix it
Alicia *: i need to update the usb audio driver to tigerjet one
Alicia *: i need a number to a supervisor
Glenda: I am sorry but our supervisors does not have a phone number.
Alicia *: how convenient, i cant complain to your supervisor.
Alicia *: this must be a great job. Never any dissatisfied customers
Alicia *: really. Lets get serious. How do i contact a supervisor
Glenda: Would it be possible for us to try fixing your magicJack issue, Alicia?
Alicia *: would it be possible from me to contact a supervisor
Glenda: One moment please...
Glenda: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Alicia *: thx
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Glenda'
Your Issue ID for this chat is LTK554034891533X
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Carol'
Your Issue ID for this chat is LTK554034891533X
Carol: Hi. This is Carol. Please give me a moment to read your previous chats. Thank you.
Carol: Hello Mrs. *. Do you have the device plugged in the computer as of the moment?
Alicia *: hello, not sure i am being transferred. All i wanted to know is what have the engineers figured out about the issue that i am having which i spent 3hr on yesterday to suddenly be told "we cant fix it " so go away and we;ll send you an email when ever or maybe never.
Carol: I will be right with you.
Carol: Hold on
Carol: This is with regards to Bad audio and dropping of calls? Am I correct?
Alicia *: i dont understand why i cant get an update on the work that has been done yesterday
Alicia *: no
Alicia *: have you read my issues
Alicia *: they are tying to fix the usb audio driver
Alicia *: it will not update to the tigerjet driver
Carol: I see. Would it be okay if you will go on some steps with me so we can check on this matter?
Alicia *: see i dont understand this, i was told that someone is already working on this
Alicia *: so that was a lie to get me on the pc
Alicia *: why would we both waste our time on something that someone else is workinf on
Alicia *: * on= off
Alicia *: can anyone give me a straight answer
Alicia *: why was i told that some will fix thhis???
Carol: There are people who did check on this problem you are having hence
Carol: I need to check on this matter if the said changes was able to take effect
Alicia *: ok ss why wasnt i notified of the results
Alicia *: and what is the solution
Alicia *: they told me i will receive an email
Carol: Would you like us to check on this now?
Alicia *: why didn't i get an email
Alicia *: see this is just all lies
Alicia *: i want to speak with a supervisor
Carol: In as much as I would like to transfer you to another operator I apologize, but we are not allowed to do that since you are already in the higher level of support please let me help you with your concern.
Alicia *: why are you guys not allowing me to speak to a supervisor
Alicia *: what type of unethically company is this?
Alicia *: i dont want an operator
Carol: Since you are on the higher level of support already.
Carol: Would it be okay if I assist you on this matter?
Alicia *: all you do is transfere me to higher operator. What is that i want a SUPERVISOR..
Alicia *: i would like a supervisor
Carol: I perfectly understand your situation, however I believe we are keep on repeating the same process. May I now end this chat session? Thank you
Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat
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