Magic Jack Latest Chat Session

The following is the chat sessions from this evening related to the problem I posted in November. The post in November was about two weeks after I first contacted magic Jack. Here is today’s chat sessions.

Chat Session 1.

Please wait for a site operator to respond.

You are now chatting with ‘Roy’

Your Issue ID for this chat is LTK554021089837X

Roy: Hello, how may I help you?

Don Williams: Hi Roy I have a problem that has been outstanding for close to a month with no progress from you.

Roy: Please hold   while I check your previous chat/s.

Don Williams: ??

Roy: Thank you for waiting.

Roy: 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 not currently in a chat session.

 

Chat 2 after being dropped.

 

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with ‘Rachel’

Your Issue ID for this chat is LTK554021092347X

Rachel: Hello, how may I help you?

Don Williams: I got dropped on the previous chat. i am eating for a month old problem to be resolved.

Don Williams: Waiting – not eating.

Rachel: May I know the exact nature of your problem with full details please?

Don Williams: I can no longer buy time for International Calls. Your history should show my problem.

Rachel: How many times you were able to purchase the IPP minutes this month?

Don Williams: None. Before last month, I never had a problem. The problem started in November.

Rachel: Okay.

Rachel: What is the error message you get?

Don Williams: I do not remember.

Don Williams: I will try it now and get a current message.

Rachel: Go ahead please.

Don Williams: Hmmmm. It may have gone through. Let me try to map a call and see if I have time.

Rachel: Go ahead Don.

Don Williams: Gave me a message saying my CC would be billed. When I tried to make the call I got a voice message saying I could not make an International call because I had not purchased International Pre Paid minutes.

Rachel: Thank you for waiting. I’ll be with you in just a moment.

Rachel: Please wait while I check that for you

Don Williams: ??

Rachel: 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 not currently in a chat session.

Chat 3 after being dropped.

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with ‘Yvonne’

Your Issue ID for this chat is LTK554021098221X

Yvonne: Hello, how may I help you?

Don Williams: I am unable to purchase International Pre Paid minutes. I think it may be because my credit card address on file is old. I can’t change the address, because the system asks me for my Order number and I don’t have an order number. The problem started last month.

Yvonne: Let me assist you with that.

Yvonne: Have your add your credit card to your account.

Don Williams: Yes, it is on the account, but the address that it shows is an old address.

Don Williams: When I try to change the address, it asked for my order number.

Yvonne: One moment please…

Don Williams: ??

Yvonne: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Don Williams: This is the third time and each other time, I was dropped.

Don Williams: ??

Please wait while I transfer the chat to the best suited site operator.

You are not currently in a chat session.

I think I am through with this project for the evening. Magic Jack works great for me when I am calling Canada and the U.S. It worked fine for International calls too when I was able to buy time.

However, Magic Jack has, with out a doubt, the absolute worst customer service in the world.

19 thoughts on “Magic Jack Latest Chat Session

  1. I agree about the absolute worse customer service award has to go to MagicJack. I have to admit that I was able to get a Return Authorization from them and was able to track the package through USPS. To get the Return Authorization took about one hour of my time. The problem I encountered was that I wanted to order the MJ Plus which is supposed to resolve some of the problems with the old MJ but will cost $30 per year instead of $20. I decided to order. I clicked on the page that come up with the MJ screen from using the MJ. The screen that I got would only open in Internet Explorer so I knew I would have problems from the get go. The screen had a big display at the bottom that had info about the MJ Plus. The problem was that this first screen was not for the MJ Plus that I was supposed to go to but I thought it was so I ended up ordering another regular MJ and thus had to send it back. I will be interested to see if these clowns credit my credit card. They make you really feel insecure about dealing with them. I still fondly remember KMart which I haven’t been in for probably 10 years – they always were putting obstacles in the way of you giving them your money – ridiculous check out lines – total lack of service. COSTCO is almost as bad in this regard – no efforts to get you out of the store ever seem forthcoming on their part.

    Don’t know if I will go with the MJ Plus or just stay with what I have. Maybe it isn’t worth the hassle? If they don’t care then why should I?

    Maybe your cc address doesn’t match your MJ address in the states and that is why you are having the trouble.

  2. Don Ray:
    So… would you still recommend for me to get a Magic Jack for my mother to use in Panama to call me in US? Will there be any charges (apart from th $20 per year)?
    Jaime^

  3. “top 10% agents as rated by our customers”

    I have a question (hand waving ala Arnold Horshack). HOW do the top 10% agents get rated if no one ever gets to chat with them? 😉

    Can you ask for a top 10%er at the start of the chat? Better to be dropped immediately than waste time with the lower 90%ers. haha

    I’m sorry when anyone must deal with what passes for customer service these days. I think MJ will have to wait a while longer to get my business.
    jim and nena
    fort worth, tx

  4. I am totally satisfied with the quality of my calls to thhe U.S. and to Canada. I am completely frustrated with what they call their customer service.

  5. Hi Don, You should check into Google’s Gmail phone and/or Google voice. They are taking on Skype.
    http://www.google.com/chat/voice/#utm_campaign=en_US&utm_medium=homepage&utm_source=en_US-gizmo5

    http://www.eweek.com/c/a/VOIP-and-Telephony/Google-Gmail-Phone-Calling-Presents-Skype-Challenge-840779/

    Gmail phone is currently free to the US and Canada but I think that the trial period ends at the end of the year. I think the rate will be 1 cent per minute going forward. You have to set up your gmail account in the US (or maybe use a VPN?). When I am in Panama I use gmail phone to make the majority of my US calls and it works perfectly 90% of the time.

  6. I will check it out. I paid for MagicJack on the 5 year plan for $69, so I have a few more years on it. Unless it quotes working on the U.S. and Canada calls, I still consider it a bargain. The problems purchasing International calls is a nuisance, but I will wait till my contract is over to decided what I use next. MagicJack has been a life saver this last week.

  7. I bought a MJ Plus a month ago for a trial run. I transferred one of my landline numbers to it for an extra $20 fee and started it out with an international calling credit. It has a few quirks but seems to be working well most of the time for both US and other country calls. So, last week I decided to get a second MJ Plus and transfer my other landline. The website is a joke and I made the same mistake Ed did and ordered a regular MJ. Fortunately, I realized it within a few minutes and was able to work with a chatline rep to cancel the order and get the MJ Plus. My second landline number was ported within three days. I have both phones plugged into an ethernet switch that is connected to my router so that they are on even when the computer is turned off. Call quality has been excellent.

    I’m not a marketeer for MJ, but it has some definite advantages once you get past a website designed by a moron and some customer service reps that have had, at most, one hour of training. I now pay $60 per year for service that I have been paying $160 per month for from ATT. I pay 2 cents per minute for calls to Asia and even with an “international calling plan” I was paying ATT about 10 cents per minute. I can use real handphones with the MJ which you can’t do with Skype or Google and the phone is always on (except in the case where you have lost power or internet connection).

    So, I am a MJ Plus advocate. I think MJ probably gets their cost advantage from keeping overhead low, and I am willing to tolerate the downside to get the huge savings.

  8. Im still sold on MJ.

    It is sad that a lot of companies buy services that are purported to be customer service and they get garbage. Apparently this is what happened here and since MJ has probably never dealt with their outside contractor as a shopper this is what they get.

    Companies don’t have an easy time of re-inventing the wheel anymore than the rest of us. One day it will get through to who ever is paying for this customer service contract at MJ that they aren’t getting anything close to value for the outside contractor and MJ will go to another – next time hopefully one that is capable of providing customer service.

    I will bet that MJ has never mystery shopped their customer service contractor.

  9. I don’t have MJ but it seems that the customer support staff at least speaks English. My absolutely worst experience with customer support was at a site in India where you couldn’t understand one word of their English in response to your problem.

  10. I purchased $ 10.00 on Skype a long time ago and still have about one-half of it left. No charge to call 800 numbers in U.S. It has probably obtained $100 of information for no charge. I call China all the time, most of the calls are Skype, so no charge, and several are to local China numbers for minimum charges per minute. A 32 minute call to a regular, non-Skype number recently cost me approximately 75 cents….
    Whatever you prefer is the one to use, this is just another’s preference. Have a Wonderful day.

  11. hi i would like to ask if what happens if my majic jack has been expired for a year now, is there a way that i can re activate it again? Thank you! =]

  12. Please consider Skype….no charge at all for 800 etc. numbers in the states, and really low, low charges for regular numbers….

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