I have had my MJ almost 2 years... in those 2 years I've spent hours in this chat box trying to get it to work correctly... It never does, sometimes it works, most times not. Now it has started something totally different... People call and I can't understand them... Their voice is all broken up, I try repeatedly to call them back but it keeps doing the same thing... I've done the fix... I've done the upgrades MANY MANY times... I've tried and tried many times to get you to send me a NEW one. I think mines defective and always has been... My sister JUST got one, shes my neighbor and has the same Internet provider. Hers works perfectly. I don't understand WHY you won't send me a new one you've made millions on the sale of MJs yet from the first week I had mine it didn't work, why won't you send me a new one??? I'm on disability and this is my only phone, my only way to call out.
Billie: she had me unplug my MJ and plug it back in then do an upgrade, then make a few calls, at the time it worked... BUT i said it it goes back to not working can I have a new replacement MJ she said yes, well I'm ready for that
billie: because its right back to not working... I even went and got my sisters MJ and tried it it was perfectly fine, i have and have always had a defective MJ
Billie: i mean this is going on TWO years 2 years of a MJ that works MAYBE 3 times out of 10 that's unacceptable to me
Sonny: Please click this link and run it
Sonny: You will get "No Device Found" after running recovery. Please unplug your magicJack, wait 60 seconds, and plug it back into another USB port.
Billie: ok
billie: done
Please wait while I transfer the chat to the best suited site operator.
Your Issue ID for this chat is LTK4190104657432X
Sonny: Hello, how may I help you?
Billie: hello
billie: yesterday i talked to an agent named amelia
Sonny: Hello Billie
billie: this is what i told her
billie: I have had my MJ almost 2 years... in those 2 years I've spent hours in this chat box trying to get it to work correctly... It never does, sometimes it works, most times not. Now it has started something totally different... People call and I can't understand them... Their voice is all broken up, I try repeatedly to call them back but it keeps doing the same thing... I've done the fix... I've done the upgrades MANY MANY times... I've tried and tried many times to get you to send me a NEW one. I think mines defective and always has been... My sister JUST got one, shes my neighbor and has the same internet provider. Hers works perfectly. I don't understand WHY you won't send me a new one you've made millions on the sale of MJs yet from the first week I had mine it didn't work, why won't you send me a new one??? I'm on disability and this is my only phone, my only way to call out.
Sonny: Please wait while I check that for you
billie: she had me unplug my MJ and plug it back in then do an upgrade, then make a few calls, at the time it worked... BUT i said it it goes back to not working can I have a new replacement MJ she said yes, well I'm ready for that
billie: because its right back to not working... I even went and got my sisters MJ and tried it it was perfectly fine, i have and have always had a defective MAJ
billie: i mean this is going on TWO years 2 years of a MJ that works MAYBE 3 times out of 10 that's unacceptable to me
Sonny: Please click this link and run it
Sonny: You will get "No Device Found" after running recovery. Please unplug your magicJack, wait 60 seconds, and plug it back into another USB port.
Billie: ok
billie: done
Sonny: Is magicjack unplugged?
Billie: yes
billie: no
billie: i plugged it another port
Sonny: Please plug in now
billie: ok, and?
Sonny: Do you have dial tone on magicjack screen?
Billie: ready to call yes
billie: what do u mean dial tone on the screen?
Sonny: Please try a test call
billie: it doesn't work
billie: no dial tone
billie: but it says ready to call
Sonny: Please replug your magicjack without using the USB extension cord that came with magicjack if you are using any.
Billie: ok i tried again (im not using the ext) had a dial tone but it wont make the call
billie: sonny did u read all that said... Up there in the box?
Sonny: Yes
Sonny: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Billie: amelia said if it messed up again y'all would send me a new one
billie: are u going to do that?
You are now chatting with 'Ashton'
FPRIVATE "TYPE=PICT;ALT=Chat Information"Your Issue ID for this chat is LTK4190104657432X
Ashton: Hello Billie. My name is Ashton. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Ashton: Thank you for waiting.
Ashton: I can process a replacement magicJack device for you. Replacements magicJacks are now $9.95. This is a shipping and handling charge and it will be charged immediately.
Billie: thats not fair
billie: i told MJ right from the get go. That something was wrong why do i have to pay anything
billie: for 2 yearI'veve tried and tried to get MJ to replace my defective mj
Billie: i mean don'tnt get it, do u think im trying to get something for free heck ill send back this mj... Ill do without any phone if thats what u want
billie: i fee i shouldn't have to pay anything its defective always has been
Ashton: I understand you, Billie. Unfortunately, that's how the replacement is being process.
Billie: so u dont stand behind your product... Your company cant absord shipping fees?
Billie: this is TOTALLY unfair
billie: im willing to pay the shippingh to send it back why arent u willing to pay the shipping to sedn me a mj that works
billie:?
Ashton: Actually, You will no longer need to return the defective magicJacks.
Billie: its in NO way my fault that you sent me a defective MJ
billie: i paid good money to have this and it has never worked
billie: properly
billie: i expect YOU to send me a new one at no cost... I will accept nothing less
Ashton: Unfortunately, we really can't do that.
Billie: well des your comapny ever read the comment made by customers on the int?
Billie: there alot of people unhappy with mj...
Billie: is there a number i can call?
Billie: surely u have a coporate headquartes?
Ashton: Unfortunately, we only engaged through this chat.
Billie: do u have a corp. Headquarters?
Billie: is there anyone else i can talk to? I mean im getting the feeling you dont care about a concerned customer...
Ashton: We have located here in Tallahasee, Florida.
Billie: im telling u i paid for this i paid shipping to get it its never worked yet u want me to spend more money... What kind of business are that the customers dont matter?
Billie: u dont even try to make it right?
Billie: i dont understand that honestly
Ashton: We are only following the policy made by magicJack.
Billie: well they need to change that
billie: its unfair anf im suprised there hasnt been a class action lawsuit againt this comapy
billie: NO other major comapy doesnt have a telephone number for people to call
Ashton: For more information please refer to this link. (this link is a link to their terms of service)
billie: can you tell the powers that be that my mj is defective?
Billie: u are telling me u send out defective mjs and take no resposibilty to the quality of them?
Ashton: Have you tried to check your internet speed when you purchase your magicJack before?
Billie: yes
billie: my sister and i have the same isp
billie: her mj works perectly
billie: perfectly
billie: we both have the highest internet speed my area offers
Ashton: Please try to check it again.
Billie: sigh
Ashton: Please visit the site below and click on the yellow star then take note and provide me your upload and download speed.
Ashton: http://www.speedtest.net
Billie: dl-7.76 upload 1.40
billie: shows that mine is twice what the average internet is
Ashton: Okay.
Ashton: Are you using a router?
Billie: no
billie: i've also bought 2 different new phone because thats what a person in the chat said to do
Ashton: So, I guess with need to try to troubleshoot your magicJack since you don't want to be charged for replacement.
Billie: ive done everything i can on my end i feel i should receive a new one free of charge
Ashton: Unfortunately, we can't issue a replacement for free. You really need to pay for $9.95 so that we can process one for you.
Billie: man ive spent hours in here doing all the stuff y'all have told me to do HOURS if your company wont do anything theres nothing i can do except post my experience on ebay and the internet and with the better business bureau at least maybe someone wont have to go thru what ive went thru... Your company REALLY needs to change its policies... Its a rip off btw i read the service agreement...
Billie: i read where it says even if my mj is defective they hold no resposibility for it... Excuse me but from where i sit that's BS. You are letting the public buy defective mjs and not standing behind them
billie: aston i realize... U can do nothing im not stupid i know you're just an employee but someone needs to inform the powers that be that this is horrible service
billie: unacceptable EVERY major company stand behind their products but y'all dont
billie: how do they get away with that
billie: i just dont get it
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