I contacted customer service via the chat as they do not have a number on the web site. I was to have a 30 day free trial before my account was to be debited. I was debited 4 days early. I contacted customer service as I said, and the following chat is not at all customer service oriented. I have been in customer service for 25 years. Sometimes policy is not the best policy. Many companies have adopted this attitude and this is one that this company is yet to learn and does not look as if it will anytime soon. Dont get me wrong I love the product. But their customer service is not very customer oriented.
Agent: Hello, how may I help you?
Christine Nash: Are you a supervisor?
Agent: No, I am not.
Christine Nash: May I please have one?
Agent: May I know the reason why you want to speak to our Supervisor, Ma'am?
Christine Nash: I have copied the last conversation with another agent. I have pending charges from your company in my checking account that will over draw my account and my trial is not over until 8/14 Here is the conversation:
Agent: Hello, how may I help you?
Christine Nash: The bank tells me that you are deducting the cost of my magic jack now. My trial is not up until 8/14/08. This will overdraw my account.
Christine Nash: Is anyone there? Agent: Yes.
Agent: Please wait while I check that for you
Agent: May I have your sales order number please.
Christine Nash: I do not have that
Christine Nash: I can give you other information if you need it but I do not have the sales order information
Christine Nash: This needs to be corrected immediatly or the bank will charge me for an overdraft
Christine Nash: Please respond
Christine Nash: Are you checking something?
Christine Nash: I do not want to be rude, but it is not good to not keep your customer informed of what you are doing
Christine Nash: hello
Christine Nash: Please give me a toll free number to call
Agent: One moment please...
Christine Nash: Thank you
Agent: You are welcome
Agent: May I have your shipping address please.
Christine Nash: Address (gave address)
Agent: Thank you.
Agent: It states here that you will be charge for $49.70 Christine Nash: But not until 8/14 as I did not receive until then
Agent: Your 30 day trial starts on July 12.
Christine Nash: According to my registration it is 8/14 at mymagicjack.com Christine Nash: I cannot have this money come out until my trial period is over as it is causing my account not to clear items that were accounted for. Please give me a toll free number or a supervisor
Agent: 30 day trial will start from the date of shipment.
Christine Nash: That is just wrong. How can you count those days when the product is not in your hands to evaluate. Please give ma a supervisor
Agent: No worries Christine, you can still return the magicJack today if you want.
Christine Nash: No. I have already referred several people and they have purchased this product. Please Give me a supervisor
Agent: I apologize Christine but we don't have supervisor available as of the moment.
Christine Nash: Of course you dont. Please give me a number to call
Agent: I apologize Christine but we only offer chat support.
At this point I clicked off with this agent to get another one
Agent: Would you mind giving me time to read that chat transcipt?
Christine Nash: Sure thank you
Agent: One moment please...
Agent: Thank you for waiting patiently.
Agent: As I checked your account here in our system, your 30 days trial period just ended last August 10.
Agent: The 30 days Trial Period starts on the Date of Order which in your case was, Order Date: 07/10. Moreover, this is the payment information below:
Agent: Payments
Agent: Date Card Name Card Number Amount Trans. Type
Agent: 08/09 CHRISTINE NASH $49.70 [P]AYMENT
Agent:
Agent: I will forward your concern to our Supervisor.
Agent: Are you still with me, Christine?
Christine Nash: As I told The first agent it is wrong to charge someone for a product that you have not even received. I did not receive this item until 8/14 as my registration on mymagicjack.com shows. The advertisement clearly give s you 30 days for evaluation. I was not counting on this being deducted from my account until 8/14 so here lies the problem. My account will be overdrawn for a product that was not fully evaluated
Agent: I understand your concern.
Agent: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'another agent'
Agent: Hi Christine!
Christine Nash: hello
Agent: Please do allow me to review your previous chat session.
Christine Nash: Thank you
Agent: Christine, thank you for patiently waiting. Please be informed that your 30 days free trial starts on the date of the shipment on the device.
Christine Nash: So I have been told several times... But again how can you start it on the day of shipment when it is not in the customers hands to evaluate. The advertisement states that you will have 30 days to evaluate. I am sure your president and CEO is very customer service oriented. My bank is already taking this out of my account. Are you prepared to pay the overdraft on this and the others that will follow it due to taking this out of my account pre maturley? I am not happy with the customer service that I have received today. Sometimes policy is not the best policy/
Jenny: Christine, may I know if you have received an e-mail confirmation on your order please?
Agent: Is [email protected] your e-mail?
Christine Nash: no
Agent: My apologies but the 30 days free trial starts on the date of shipment.
Christine Nash: Please give me a corporate phone number. My email address is [email protected]. May I have your CEO's phone or email address?
Agent: I am sorry Christine but we don't have it and we are not allowed to disclose those kind of information.
Christine Nash: I understand. Customer service does not start at the top. Although I will keep my magic jack, I will not referr another sole as I have in the past. They say that a satisfied customer tells three or four people a disatisfied customer tells everyone they talk to., I am sorry this experience was not thought through as you have a good product, Bad Customer service
Any way If Dan Barslow is looking at this he needs to take some of the millions that he has made with this product and do some Customer service training and empower some of his employees and not let them stand so much on "Policy"
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