This is my conversation trying to get clarity from a tech support named IVAN with Magic Jack. I want my money back!
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You are now chatting with 'Ivan'
Ivan: Hello, how may I help you?
Michael: I ordered my magic jack 2 days ago and I was billed today.
Michael: I am not supposed to be billed until the end of the trial period. Please reimburse my bank account until the end of the 30 days.
Ivan: Thank you for bringing your conversation.
Ivan: May I have your full name, email address and order number please
Michael:
Ivan: Thank you for that information. One moment please I will check this for you.
Michael: I was charged $46.90 as of 6/9/08 by your company.
Ivan: Thank you for holding.
Ivan: As I've checked your account here from our end.
Ivan: Your credit card company may put a hold on the amount temporarily, but we do not process any charges until the Trial Period has expired. Please contact your credit card company if you need more details
Michael: I don't need any details. I was charged $46.90 to my checking account today by your company. Give me my money back. It is not good business to start off a relationship with a new customer like this.
Michael: Per your company's statement, I will not be charged until the end of 30 day trial. I was charged - as in there is $46.90 less in my account today than yesterday and it went to your company
Ivan: I do apologize for the inconvenience. It was not yet a charge from us it is only a hold from your credit card company as for assurance.
Michael: The money has been TAKEN out of my checking account. Just cancel my order - this is pitiful.
Michael: Keep your device and give me my money back.
Michael: please
Ivan: May I know if you are using a debit card?
Michael: Yes
Ivan: I see.
Michael: &
Ivan: One moment please...
Michael: Please take all the moments needed to cancel my order and give me my money back.
Ivan: We have not charged the amount, only authorized it. Your bank has taken the money out and reserved it
Ivan: It is only for assurance that you will pay after the 30 day trial period
Michael: That's fine. Please cancel my order and all will be well and my money will go back in it's proper place.
Ivan: I'm sorry your order had already been shipped out from our end. It will be arriving at your shipping address for about 6-10 business days.
Ivan: If you don't want to try the 30 day trial period you return it and you will get your money back in full amount.
Michael: I'll just write return to sender.
Michael: Will that work?
Ivan: but before that you need an RMA
Ivan: you need that to send together with the product.
Michael: can you send an RMA to my e-mail address [email protected]?
Michael: with instructions to return for a refund.
Ivan: Here is the link for RMA form.
Ivan: http://support. Magicjack.com/cs2.html
Ivan: Is there anything else I may help you with today?
Michael: nope
Ivan: 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!
Michael: The ad I saw on tv said you guys pay to return shipping
Michael: is that the case?
Ivan: Yes
Michael: is there a return shipping label in the package?
Ivan: You will be the one to shoulder the return payment but once we receive that you will be refunded.
Michael: how will I receive payment from you guys for the shipping amount?
Ivan: Would that be all for today.
Ivan: You will receive through your credit car.
Ivan: card*
Michael: Is there a limit? Or will you refund the amount listed on the shipping label?
Ivan: We will only refund for the magicjack.
Michael: So you'll refund my $46.90 originally charged. What about what it costs me to send it back to you?
Michael:?
Michael: The commercial stated that "we will even pay for shipping for you to return magic jack to us"
Ivan: We will refund the magicjack only.
Michael: What about your spokesperson's statement "we will even pay for shipping to return your magic jack to us?"
Ivan: Please click the link below and fill out the information to obatin your Return Merchandise Authorization (RMA) number.
Ivan: http://support. Magicjack.com/cs2.html
Michael: I already did. What about the statement for the Magic Jack. Did he lie?
Ivan: No he didn't.
Michael: Then are you wrong? He said I that your company would pay for shipping to return it, and you said that your company won't pay for return shipping? Which is it?
Ivan: Sorry for that.
Ivan: We only refund the price for magicjack.
Michael: Then you are saying that your spokesperson for magic jack lied on national television when he said, "If you are unhappy with your magic jack, we will refund your money in full and even pay for the shipping costs to return it to us."
Michael: Ivan, either your wrong or he lied on a nationally televised advertisement.
Michael: Is there a phone number for someone that I can speak with on this matter - someone in management?
Michael: Surely a company providing a "phone service" has a "phone number" to call for service.
Ivan: Please click the link below and fill out the information to obatin your Return Merchandise Authorization (RMA) number.
Ivan: http://support. Magicjack.com/cs2.html
Ivan: Click here
Ivan: Fill out the form completely (make sure you enter the correct Order Number)
Ivan: In the comments, ask for an "RMA number"
Ivan: Press "Submit"
Michael: Is there a phone number to call to speak to a manager on this matter?
Ivan: Sorry but we only do chat support here.
Michael: Is there a phone number for your company? Surely there is.
Ivan: Sorry Mr. Michael but we do not accept call.
Ivan: We only support chat.
Michael: You provide a phone service but you can't accept calls. That's poor Mr. Ivan.
Ivan: May I know the exact nature of your problem with full details please?
Michael: I purchased the magic jack 2 days ago based on a tv advertisement. The spokesperson for magic jack said, "try it free for 30 days, if you don't like it you won't be charged. Simply send the magic jack back to us and we'll even pay for the shipping charges to return the magic jack." I contacted you because I've already been charged $46.90 from my checking account. I want to cancel my order - you gave me the link to the RMA request which I filled out. I asked you how to go about getting my shipping costs reimbursed and you said I wouldn't. I asked if you were wrong or if the spokesperson lied in his statement and you said sorry about that. That is the nature of my problem.
Ivan: Please fill up this link.
Ivan: Please click the link below and fill out the information to obatin your Return Merchandise Authorization (RMA) number.
Ivan: http://support. Magicjack.com/cs2.html
: That doesn't answer the question as to why the guy in the ad said that your company pays return shipping and you say that your company doesn't. Please tell me why your company will not honor a statement made in the ad.
Ivan: http://support. Magicjack.com/cs2.html
Michael: Is there a manager I can "chat" with?
Michael: you are unable to help me.
Michael:?
Ivan: I'm sorry for that Michael. You need to pay for the shipping but you will be refunded for that once we receive the return product
Michael: by "that" are you referring to the shipping or just the $46.90 for the product, or both as the spokesperson said?
Ivan: All of that Michael.
Michael: Can you please be clear on what you mean? I'm in need of clarity. If you mean I'll receive my full refund for the product of $46.90 and a refund for shipping it back to you please type: I'll receive a refund for both return shipping and the purchase of the magic jack. Thank you.
Ivan: Yes you will receive both.
Ivan: Would that be all for today?
Michael: Was there confusion earlier on your end regarding shipping refunds or was I just a pain to deal with and you are just telling me what I need to hear to end this conversation?
Ivan: As I told you earlier you will be refunded in full amount.
Michael: Actually, you never said I'd receive a refund for shipping. Just for the magic jack. Michael mccarthy: Then are you wrong? He said I that your company would pay for shipping to return it, and you said that your company won't pay for return shipping? Which is it? Ivan: Sorry for that. Ivan: We only refund the price for magicjack.
Ivan: I'm sorry for that misinformation.
Ivan: I really do apologize for that one Michael
Michael: So how will magic jack know how much to refund for shipping?
Ivan: Rest assured that I will take note of this
Ivan: It will be based on your RMA# and your record here on our end.
Michael mccarthy: Thank you.
Ivan: Would that be all for today?
Michael: Yes.
Ivan: 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!
Ivan: Take care and have a nice day!
Time will tell if I get my $46.90 and shipping charges back. What a total joke!
DO NOT BUY THIS PRODUCT if you expect the truth or proper customer service.
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