Popped up.
Shelly: please unplug your magicjack
Jenea: ok
Shelly: CLICK HERE to download and run microsoft fixitPlease wait for a site operator to respond.
You are now chatting with 'Shelly'
Your Issue ID for this chat is LTK43605476009X
Shelly: Hello, how may I help you?
Jenea: I keep getting MagicTalk
Jenea: It says to connect to internet
Shelly: The magictalk appears when the magicjack is not recognized by your computer. Please unplug your magicjack for 15 seconds and plug it back in
Jenea: ok but i did the samething yesterday, why does this keep happrnig?
Shelly: The magicjack is a USB device and a computer may not recognize it when you plug it in first. You can unplug it for 15 seconds and plug it back in
Jenea: i did just now
Shelly: okay
Shelly: is the magicjack loading now?
Jenea: for some reason its not starting up automatically
Shelly: did the magicjack load now when you unplugged it and plugged it back in
Shelly:?
Jenea: no
Jenea: its used to do it automatically
Shelly: is the blue light on the magicjack device ON?
Jenea: yes
Shelly: Please click the link to download and run the magicJack upgrade:
Shelly: http://upgrades. Magicjack.com / upgrade/upgrade. Exe
Jenea: ok
Shelly: download the upgrade and run it after downloading
Shelly: let me know when its finished
Jenea: ok
Shelly: thank yuo
Shelly: *you
Jenea: done, but the magic talk screen
Jenea: its unplugged
Jenea: ok
Shelly: down load and run the microosft fixit
Shelly: let me know when its finished
Jenea: it says
Jenea: the computer settings already math this MS Fix and no changes have been made
Shelly: CLICK HERE to download and run mjremover
Jenea: done
Shelly: okay
Shelly: did you received a prompt that the magicjack was successfully removed?
Jenea: yes
Shelly: please plug in your magicjack
Jenea: ok
Jenea: it already was from the second time u told me to do so
Shelly: plug it in
Shelly: is the magicjack loading now?
Jenea: for some reason the usb is not working
Shelly: Is there an error message or any message that pops-up when you plug in your magicjack?
Jenea: www.magicjack pops up
Shelly: okay
Shelly: is the blue light on the magicjack device ON?
Jenea: yes
Shelly: okay
Shelly: Please open your device manager
Shelly: click the windows/start button on your desktop then on the start search box, type devmgmt. Msc and press enter
Jenea: done
Shelly: On Device Manager window, please click on the " " sign beside Universal Serial Bus Controllers.
Jenea: done
Shelly: How many entries are there under "Universal Serial Bus Controllers?
Jenea: 8
Shelly: Please right-click on the first entry then click "Update Driver Software".
Shelly: On Update Driver software window, please clcik on "Browse My Computer For Driver Software".
Shelly: then click on "Let Me Pick From A list Of Device Drivers On My Computer".
Shelly: And then click "Next" button.
Shelly: When you see "Windows Has Successfully Updated Your Driver Software", please click on "Close" button.
Shelly: Please do this to all entries under "Universal Serial Bus Controllers".
Jenea: ok
Shelly: let me know when its finished
Jenea: 1st says the best one has already been installed
Shelly: okay
Jenea: same thing for the second
Shelly: okay
Jenea: and the third
Shelly:.
Jenea: soory i did not chose the second step
Jenea: i will start from the begining
Shelly: okay
Shelly: please let me know when you already updated them all
Jenea: for the second one its wantts me to restart be i will contiue on to the next one
Shelly: click NO
Shelly: dont restart your computer
Shelly: continue with the other entries under "Universal Serial Bus Controllers".
Jenea: ok
Shelly: thank you
Jenea: done
Shelly: okay
Shelly: try to unplug your magicjack for 15 seconds and plug it to a different USB port
Jenea: ok
Shelly:.
Shelly: is the magicjack loading?
Jenea: usb still not working
Shelly: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'April'
Your Issue ID for this chat is LTK43605476009X
April: Hello Jenea. My name is April. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
April: Thank you for patiently waiting, Jenea. May I know if you are using the USB extension cord right now?
Jenea: no i am not
Jenea: can i please just get another device?
April: May I please have your magicJack phone number?
Jenea: 3233*
April: Thanks for the information.
April: One moment please...
April: Thank you for patiently waiting, Jenea. I checked it here that the magicjack that you have is a replacement device already. Please be informed that based on our replacement policies we can only process a replacement once.
April: I will do my best to fix your magicJack Jenea.
Jenea: its a replaacement but look how long i've been a custome?
April: Are you using the USB extension cord right now?
April: I understand that but we can only process a replacement once.
Jenea: but cleary there is something wrong with the device
Jenea: can you tell me how long i've had the replacement?
April: Okay. May I please have the account name and email address registered in this account?
Jenea: Jenea *@hotmail.com
Jenea: Jenea *
April: Thank you.
April: One moment please...
Jenea: ok
April: Thank you for patiently waiting, Jenea. It shows here that you registered the replacement magicjack last 01-20.
Jenea: almost a year ago
Jenea: and i cant get a replacement?
Jenea: This is crazy
Jenea: I just renewed my subscription and throughout the whole time after I got the repacement I've had problems wit it.
Jenea: it has never been 100%
Jenea: but who has time the chat everytime there is a problem
April: I understand you fully Jenea however based on our replacement policies, we can only process a replacement magicjack once.
Jenea: I just figured I got what I paid for
Jenea: Only once how often?
Jenea: Every year or just oly once period?
April: Only once per device.
Jenea: wow
April: Only once period.
April: Would you give me a chance to fix your magicjack?
Jenea: what if i was sent out a faulty device?
Jenea: I've always had problems
Jenea: you can check my call logs
Jenea: I've just learned to live with them until I was no longer able to use my phone
April: I understand you fully.
Jenea: Well this is not right
Jenea: I am very unsatisfied
April: I understand and I would have felt the same.
Jenea: I have been a customer for at least two years now
Jenea: at least
April: However, we can only process a replacement once.
Jenea: is there someone else that talk to that may be able to assist me?
Jenea: there has to be
April: I am the highest level of support that you can talk to Jenea.
Jenea: Surely there is something that you can do
Jenea: This is not right
Jenea: My pc is not old and the device is in a safe place untouched so I do not understan
April: I understand. I would have accommodated your request if it were possible.
April: Would you give me a chance to fix your issue?
Jenea: Anything is possible
Jenea: I know I am not the only with this issue
Jenea: so you are telling me that is all your customers devices malfunction it would be entirely up to the customer to replace the device
Jenea: thats bad business
April: I understand your frustration Jenea and I would have felt the same.
Jenea: I've been in management for many years and I know that something can be done
Jenea: well...
Jenea: are you still there?
April: Yes I am right here,
April: I apologize for the delay.
Jenea: how much is the device?
April: The magicjack cost $39.95 plus shipping and handling.
Jenea: wow, for existing customers?
April: Yes.
Jenea: i just spent 20 dollars a couple of months ago
Jenea: where is that money going?
April: You can purchase an additional magicjack device at my. Magicjack.com and you will be entitled for a free rush shipping.
Jenea: 20 bucks for nothing
Jenea: 20 is for a year
April: It shows here that you renew your magicjack subscription for one year.
April: I understand that Jenea.
Jenea: i did
Jenea: 39.95 gets you the device and a year of service am i correct?
April: Yes, you are correct.
April: magicJack costs $39.95 plus shipping and handling. This gives you one year of FREE CALLS within USA and Canada.
Jenea: i already paid for a year worth of free calling, why would i pay that again
Jenea: that makes no sense
Jenea: its not like im getting another line
April: I understand but that's your option if you want to purchase a new magicjack Jenea.
Jenea: so can i be reimbursed for the 20 i just paid for another yeas of service?
Jenea: Angie what is your position there?
April: Unfortunately, that is not possible since the one year renewal plan was already applied to your account and some of the months was already used.
Jenea: some months but not 12 or 6months
Jenea: how many months
April: But still it was used and was already applied to the account and we can no longer process a refund for that.
Jenea: Angie what is your position there?
Jenea: hello are you there?
Jenea: hello
April: May I know who's Angie?
April: Yes.
Jenea: April
Jenea: sorry
Jenea: but you knew i was talking to you
Jenea: April what is you position there
April: Okay.
April: No problem.
April: I am a Supervisor Jenea.
Jenea: ok
Jenea: are there any managers?
April: I am the highest level that you can chat with.
Jenea: when will there be someone else there I can speak with that is higher than you
Jenea: This conversation is being recorded by the way
Jenea: are you there?
April: Yes, this conversation is recorded and I am the highest level that you can chat with.
Jenea: so your telling me that there is not ever any one there ona higher level than you?
April: Yes, exactly.
Jenea: that's what you are saying
Jenea: do you guys have a phone number?
April: We'd love to help you by phone but as of the moment we only do support on chat.
April: We use Tech Chat to better assist you.By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too. This will provide the best Customer care experience and keep you most satisfied.
Jenea: seems like that was just copied and pasted
Jenea: hello?
April: Okay.
April: Yes.
April: Do you still have any magicjack concern?
Jenea: When did I renwe my subscription? I asked the question and you never answered.
April: I did Jenea.
Jenea: What the hell do you mean do I still have a magic jack concern?
April: Please wait while I check that for you
Jenea: Has it been resolved?
Jenea: HELL NO
April: Thanks for waiting. It shows here that you renewed your subscription last 09/10.
April: It was not solved since you didn't allow me to troubleshoot your magicjack.
April: I am trying my best to help you but you won't cooperate.
Jenea: I've been trouble shootig for days on end. I chatted with so many tech i can't even keep count. I've spent hours going back and fourth with you guys and the problem has only been temporarily fixed. I am sick of it. It just renewed my subscription not even three months ago, this is crazy. No refund, pay full price. WHAT!
April: I understand how you feel Jenea and I would have felt the same.
April: However, the one year renewal plan was already applied on your account and we can no longer process a refund for that,
April: I would have accommodated your request if it were possible.
Jenea: ok but you can apply the twenty dollars and and only charge me 19.95 and i will have to renew my subription on 9/10
April: I understand but that is not possible. The magicjack device cost $39.95.
Jenea: I'm done
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