I've had my MagicJack for a year now it is what it is. I've had a couple problems with connections and noise but it is what it is. But the fact that there's no customer service has always been a major problem and so there is know help for problems. I can appreciate that Mr. Borislow wants to keep it in the family but having his 6 year old daughter Kylie and her friend doing customer service chats is going to far!!! What are you thinking!!! How can someone have such a great idea with so much potential and drop the ball so bad. This is the last problem I tried I felt I should be compensated for at this point and this is how it was handled. Your customer are how you stay in business!
Please wait for a site operator to respond.
You are now chatting with 'Glaiza'
Glaiza: Hello, how may I help you?
K.: My phone isn't working? It saying
Glaiza: I apologize for the inconvenience this has caused. I'll do my best to assist you with that.
Glaiza: May I have your magicJack phone number please?
K.: No network connection (error 9)
K.:
Glaiza: Thank you.
Glaiza: Please wait while I check that for you
Glaiza: Thank you for patiently waiting.
Glaiza: May I know your first 4 and the last 4 digits of your credit card number please?
K.: Why?
Glaiza: Please be informed Service Began: 03/07
Glaiza: License Expires: 03/07.
K.: I asked them about taht several weeks ago and I was asured that i would get an e-mail for the billing leting me know it was due. I haven't recieved anything?
Glaiza: I apologize for that, K.
Glaiza: Is this your right email address [email protected]?
K.: Yes, So can I pay for it now and will it come back on immediately?
Glaiza: Yes. But we need to extend it first.
K.: what do I need to do?
Glaiza: Please click the link below.
Glaiza: http://my. MagicJack.com
K.: It doen't give me an option to renew?
K.: Except for 5 years?
Glaiza: Do you see there the my. MagicJack in color gray below?
K.: Yes i'm doing that now
Glaiza: Please click on that.
Glaiza: Do you see it now?
K.: No I'm still having problems. It showing an error.
Glaiza: May I know what error is that?
K.: reg: inpExp Value must have 6 characters
Glaiza: Okay.
Glaiza: Please close that window and I will send another link.
K.: No i got it it was the year, in full.
K.: Now what?
Glaiza: Oh I see.
Glaiza: Click on "Extend your License" button under "ACCOUNT INFORMATION", and
Glaiza: another window will pop up.
Glaiza: - In there you will see tow (2) buttons, "Extend your License" and "Apply Code"
Glaiza: button.
K.: Yes
Glaiza: Click on "Extend your License" button and a new window will appear.
Glaiza: - Under the heading "Extend magicJack License", you can select your magicJack
Glaiza: number
K.: T've done that and already paid.
Glaiza: Then you can select the number of years you want to extend your license, either
Glaiza: 1 year or 5 years.
Glaiza: - Click "Next" and a confirmation page will pop up to verify the transaction made
Glaiza: and your magicJack account information.
Glaiza: - Click "Next" and it will process your request
K.: Yes I did that?
Glaiza: Yes I can see it here.
K.: When will my phone work?
Glaiza: Please wait 3 to 4 hours for a confirmation email and then chat us back immediately.
K.: Can you send me a copy of my bill paid to my e-mail?
K.: So i can't use my phone for 3 to 4 hours?
Glaiza: I am sorry but I am not allowed to do that. I will just send the order status and you can print it.
Glaiza: Please click the link below.
Glaiza: Please click here
K.: Why didn't I get an email telling me it was due before it was cut off?
Glaiza: I am so sorry about that, K.
Glaiza: It is an error in our end.
Glaiza: Please click the link above.
K.: Yes but now I have no phone?
Glaiza: I apologize about that, K. Please accept my apology.
K.: No i think someone should do more than just sorry. Let me speak to a supervisor if you can't do anything.
Glaiza: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
K.: Thanks
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Rosey'
Rosey: Hi, Welcome to the higher level of support.
Rosey: May I put you on hold for a while and allow me to review your chat so that I can assist you further?
K.: Yes
Rosey: Thank you..
Rosey: One moment please...
Rosey: Thank you for patiently waiting.
Rosey: this is about the expiration of your license right?
K.: Well I contacted CS about a month ago and asked about my bill. I was told I would get a email when it was due. I've been trying to use my phone all day. I thought the lines were down because of the storms here. But when i sat down to work on line my internet is working fine. But in the past MJ was down and I couldn't use my phone. But finally I decided to write. I fine out I was disconected! No Email nothing! That not a good way to do business and I have had no phone!
Rosey: Phone No:
Rosey: is that your magicjack number?
K.: Yes
Rosey: Okay...
Rosey: It is already extended, right?
K.: Yes I just paid then i was told it could take 3 to 4 hour to get my service back!
Rosey: Can you place a call now?
K.: No It says no connection!
Rosey: I really apologize for the inconvenience.
Rosey: I will fix that..
Rosey: Please check your system clock if it is on EST.
K.: Apologizing doesn't fix the fact that i have had no phone and now the time I've spend doing this! I don't no what clock your talking about? My computer clock is fine.
Rosey: Okay...
Rosey: That is the system clock in your computer.
K.: Yes My computer is working fine.
Rosey: How about the system clock, is it on EST?
K.: It's my phone connection that is NOT!
K.: Yes!
Rosey: Please unplug your magicjack and wait for my signal when to plug it back.
Rosey: Is it unplugged?
K.: yes
Rosey: One moment please...
K.: All I get is sorry I think that I should be compensated for all these problems!
K.: I've been on here for over an hour! Between you and the other person I've chatted with!
Rosey: Thank you for patiently waiting.
Rosey: You can now plug your magicjack.
Rosey: Is it plugged?
K.: Yes It Is Working now. Now what?
Rosey: Please try to place a call.
K.: Yes it is working.
Rosey: Are you set now?
K.: No I think something should be done. Not just I'm Sorry!!!
K.: If you can't do it then let me speak to your superviser.
Rosey: You are speaking to a supervisor.
K.: Well what are you going to do?
Rosey: i just did what should be done
K.: NO, YOU DIDN"T DO ANYTHING TO PERVENT THE PROBLEM! I was cut off because you didn't sent me a bill like I was told would be sent! I had no phone service and it not the first time that I did have a connection. So the fact that I paid and now i have service you didn't do anything. So either give me a name or number of some one over you or I'll find the owner on line and write him direct. I'll also file a complaint with other consumer sites!
Rosey: You can do all of that. WE will respect it..
0 comments