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MAGIC JACK
Chat session with Magic Jack "customer service" from Nov 2011
This chat session took about 2 hours!!! and I had a headache by the end!!
Sometimes you see I post multiple questions right after each other but what was happening is that it would be many MANY minutes between each response!
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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 'Tara'
Your Issue ID for this chat is LTK554016967930X
Tara: Hello, how may I help you?
Dara: I got this random email today about getting a free trial of a Canadian number or something and I have done nothing of the sort. What is going on?
Dara: (Sorry I had walked away from the computer I don't know how long you were waiting)
Dara: The order # in the email is: TS13625249
Tara: One moment please...
Tara: Do you recognize this number (250) 999-2939?
Dara: That was our old #...but now that # is 386.256.8456. I changed it back in April.
Tara: One moment please...
Tara: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Dara: OK
Tara: I will be right with you.
Tara: Thank you for waiting. I'll be with you in just a moment.
Dara: OK...meanwhile I play with Facebook...
Tara: Still waiting for available representative.
Tara: Please hold on.
Dara: Still waiting...
Tara: I'm sorry for the delay. I'll be right with you.
Tara: I will be right with you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Heather'
Your Issue ID for this chat is LTK554016967930X
Heather: Hello . My name is Heather. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Dara: OK
Heather: Thank you. I'll be back with you shortly.
Dara: OK
Heather: I'm sorry for the delay. I'll be right with you.
Heather: Thank you for waiting. I'll be with you in just a moment.
Heather: Thank you for waiting. I'll be with you in just a moment.
Heather: Thank you for patiently waiting.
Heather: It seems that you want to have a refund for the Canadian phone number charged in your credit card, right?
Dara: Yes. I had that # changed. I have the same Magic Jack but changed that # back in April.
Heather: May I have the last 4 digits of the credit card that was charged please?
Dara: Not sure...
Dara: Not sure which card...the email doesn't say...
Heather: One moment please...
Heather: Thank you for patiently waiting.
Heather: May I know if this is your credit card information Credit Card **** **** **** **** ?
Dara: Yep. That's my Visa.
Dara: I wasn't sure what # it woulda' used since we just had all our card #'s changed 2 months ago...
Heather: I'm sorry for the delay. I'll be right with you.
Heather: One moment please...
Heather: Thank you for patiently waiting.
Dara: This has been going on for over an hour...I do actually need to go...
Heather: As I have double checked here in your account, it seems that there is no way to refund the Canadian phone number because the phone numbers are not refundable and there is no way for me to process it.
Dara: I don't understand.
Dara: I have been charged for something I do not have. What is the question?
Dara: I changed the # months ago. I do not have a Canadian # I have a US # so how can I not be refunded $ that I didn't spend?
Dara: Is this going to be an annual thing? Every year now I'll get charged for the rest of my life for a Canadian # I don't have?
Heather: Basically, this phone number (250) 999-2939 which is a Canadian phone number and it still in your account. Our system charged you for keeping this phone number in your account because your account is still active.
Dara: How can the account be active if I changed the #? This is not my error.
Heather: And if you don't want to be charged by our system then you will need to replace this Canadian phone number to a US phone number.
Dara: I DID.
Heather: Basically, you didn't changed/replaced your phone number. You just add a phone number and use the new phone number.
Heather: I can see it here clearly in your account that you added a phone number and the Canadian phone number was not replaced/changed.
Dara: Are you kidding me?
Dara: Over $10 Magic Jack is willing to totally tick off a customer...who has actually purchased 4 of these items and has formerly promoted it? This is stupid.
Dara: Call the Canadian # and it will ring our Magic Jack?
Dara: It doesn't ring when you call the Canadian #.
Heather: It is because you didn't use your Canadian phone number as default but you can switch it anytime you want because the phone number is in your account.
Heather: You have been adding a phone number in your account and it seems that you didn't replaced it.
Dara: So, you're not going to fix this?
Heather: The only way to fix this is to replace your Canadian phone number to US phone number so that you will not be billed by our system yearly.
Dara: I DID.
Dara: I DID CHANGE IT.
Dara: AND I PAID TO CHANGE IT.
Dara: AND YOU'LL CHARGE ME TO CHANGE IT AGAIN!!
Heather: If you changed or replaced it then it should not shows here in our account but it seems that the phone number is still here in your magicJack account and you can use it anytime you want it.
Dara: YOU are customer SERVICE. Right? I came to you to fix it for me!
Dara: WHY would I still want to "use my Canadian # any time I want" are you LISTENING?!!!!
Dara: DELETE the Canadian #.
Heather: I'm listening and I'm telling you that you didn't replaced the Canadian phone number. You just add a new phone number and then use it for your magicJack.
Heather: And there is no way to delete the Canadian phone number in your account because your account is still active.
Dara: And, over $10 you can't HELP and FIX my problem? REALLY?
Dara: I am so confused I want to cry.
Dara: You're making me feel totally taken advantage of.
Heather: The only way to cancel it is to replace your Canadian phone number to US phone number.
Heather: If only I'm the owner of the company, I will love to replace your Canadian phone number without paying.
Dara: I THOUGHT I changed the #. I GOT CHARGED FOR IT.
Heather: But unfortunately, I'm not and we will need to pay $10 to replace the phone number. Once you pay $10 for replacement, you will not be paying $10 yearly.
Dara: I AM CANCELING EVERYTHING.
Dara: Tell the owner I won't be paying anything to him ever again
Dara: I'm also posting a status about it now...
Dara: "BEWARE of Magic Jack. I just found out they're still billing me for a Canadian # I don't have...charging me annually for that # unless I pay them $10 to stop charging me for it WHEN I already paid $10 to change my #!!!! BEWARE OF MAGIC JACK!!!!!!!!" posted to my Facebook right now.
Dara: I know this isn't "you're" fault that you're an employee...I don't mean to be mean TO YOU...you're doing your job...
Heather: Let me walk you through on how to see your Canadian phone number
Heather: It's in your magicJack account portal.
Heather: I will let you see that you still have your Canadian phone number in your account.
Dara: And, give $10 more when I already paid $10 to get my current US phone #???
Dara: It's not that I don't believe you that somehow I must have clicked the wrong thing. I followed all the steps to change my #. I paid. I got a new #.
Heather: Please login on your account and I will show you that you have the Canadian phone number.
Heather: Let me know once you are logged in.
Dara: You realize that all together this will cost $30 for me to change my #...and that my husband has to work 3 hours to do that? THIS IS NOT A SMALL DEAL.
Dara: You're not listening. You are trying to get me to log in to pay another $10.
Dara: Do YOU want to work for 3 hours for nothing? That's what you are suggesting my husband do. Forget it.
Heather: I will not let you pay another $10.
Heather: I will show you the Canadian phone number in your account.
Heather: I will not let you pay without reason. I'm going to show you and prove to you that you still have your Canadian phone number in your account and you can still use it anytime you want it.
Dara: WHY would I want to use the Canadian # "anytime I want?" THAT phrase is really REALLY irritating me. I moved 3000 miles to Florida and so I changed the Canadian # to a Florida one.
Dara: You do not have to PROVE TO ME that I still have the Canadian #.
Heather: I will prove to you that you still have the Canadian phone number in your account and that is the reason why you were charged by our system.
Heather: If you will not see that phone number then you will be keep on insisting that you dont have the Canadian phone number in your account.
Dara: I AM NOT SAYING THAT I DON'T HAVE THE CANADIAN #. I'm saying that you can see that in April I did something that I THOUGHT CHANGED MY #. If your company had ANY integrity you'd see that that is true...and realize that it's not worth the wrath of the internet bad-advertising to tick off a very good customer over $10...
Dara: The only 2 #'s that are mine (subscriptions that I am KNOWINGLY paying for) are the 386.256.8455 and 8456 #'s...I have no idea what those other ones are...the 950.999.4013 and the 626 #'s? What the heck?
Heather: Yes, I can see that and I have been explaining to you earlier that you didn't changed your Canadian phone number last April but instead you just add a phone number. If only you successfully changed the Canadian phone number last April then you will not be billed by our system.
Dara: There are 5 #'s in my pull down? What the heck are those?
Heather: Please click My Subscriptions tab if you are logged in on the link I've provided above.
Dara: I have only 2 Magic Jack subscriptions.
Dara: I have 5 #'s in my pull down.
Dara: And, this is my fault how?
Dara: One of those mystery #'s was never mine at all but is Canadian will I get charged for that too???
Dara: How can I be being charged for a # that I have no SUBSCRIPTION FOR????
Heather: Please select THEOASIS [ magicJack™' ] above Select Subscription button.
Dara: Right...
Heather: Let me walk you through on that.
Heather: Once you selected THEOASIS [ magicJack™' ] then scroll down abit then click Change My Phone number button.
Dara: WHY? I don't want to change The Oasis' phone #
Dara: And this is exactly what I woulda' done before...
Dara: If I didn't CHANGE the 999.2939 # then HOW DID MY MAGIC JACK GET ITS # CHANGED???
Heather: We will not change your phone number. Please do the steps and you will be able to see the list of phone numbers in your account.
Heather: May I know if you have clicked Change My Phone number button?
Dara: I clicked that button like 4 minutes ago...this is irritating me beyond measure.
Heather: Then click Next button
Heather: And you should be able to see the 4 phone numbers there.
Heather: And you will be able to see the Canadian phone number there.
Dara: RIGHT! And, I have no idea what the (250) 999-4013 is...
Dara: and I have no idea what the (386) 626-4405 is either!
Dara: I have never had those #'s!
Heather: That shows that someone is adding a phone numbers in your account.
Dara: I changed with a new # for $10 before...I went thru the steps and chose 2 #'s one for each of our magic jacks...
Dara: So, am I going to get charged for that other Canadian # too?
Heather: Yes, that is correct. For (250) 999-2939 and (250) 999-4013
Heather: Since the Canadian phone numbers are in your account and your magicJack account is still active.
Dara: OK...so show me the steps to ADD a new phone number...
Dara: OH...I get it. It's up at the top.
Heather: There is a way that you will not be charged by our system yearly if you will replace the Canadian phone number in to a US phone number.
Dara: Tricksey.
Dara: THEN take me thru the steps from 999-2939 to get it to be 256-8456 without paying $10 to change it.
Dara: All it woulda' taken an hour and a half ago woulda' been someone to say, "Oh, well we can fix that right up and remove that charge, is there anything else we can help you with today?" and I'd have been so LOVING my Magic Jack. NOW...I'm going to cancel it...not smart customer service...
Dara: I have kids running around...I'm all stressed out...frustrated...and all it would take is for someone on your end to get into the computer and fix it. CLEARLY I WANTED to and TRIED to CHANGE my #'s...clearly...
Dara: Why can't I get to my payment information to change/edit my credit card information?
Dara: Why is there no easy to find button on the website to get to customer service?
Heather: Basically, we can't log in on your computer and take control of your computer because the issue is not a technical. You will need to replace the phone number and then pay $10 for it. Thats the only way to avoid the yearly fee of the Canadian phone numbers.
Dara: YOU HAVE TO BE KIDDING ME!
Heather: Unfortunately, I'm no and thats how our system works.
Dara: Did I say anything about logging into MY computer? This is a problem with YOURS. Your system which sucks money out of my bank account without permission has the problem.
Dara: I guess I'll deal with this with my bank and refuse the charges and change the card #.
Heather: I will be right with you.
Heather: You can do that and I respect your decision.
Heather: Is there anything else I may help you with today?
Dara: So, in April I paid $20 to replace my Canadian #'s...BUT clicked the wrong thing and didn't "change" but "added" other numbers for some useless unknown reason...so I paid $20 and now I'm still going to get charged $20 for the annual use of Canadian #'s I thought I changed UNLESS I give you $20 MORE and then I don't have to pay? Just so we're clear?
Dara: I would like to have a manager or someone call me.
Dara: 386.492.xxxx
Heather: Basically, you are already talking to one of the Manager.
Heather: And it's not our fault that you clicked the wrong button when changing your phone number last April.
Dara: Wow. That's actually mind-blowing. I can't even believe it. Really, this is how you run your business? I can't believe it. You just were willing to lose a customer over $10? You were willing to stress me over that?
Dara: WOW...and you get all smarty-pantsish? That's even more unbelievable.
Heather: I will be right with you.
Dara: I was living in Guatemala and have many friends with Magic Jacks...some of them purchased as gifts BY ME...and I've always recommended it to everyone. This is so not cool.
Heather: If only you chat with us before you change your magicJack phone number, then this will not happen and our agents will walk you through properly on how to change your magicJack phone number.
Heather: I have not heard from you in a while. Do you wish to continue this chat session?
Dara: Nope. Not unless you can help me. I'm busy with the bank now and on Facebook letting the world know.
Heather: The only way to fix this is that you will need to replace your Canadian phone number and you will need to pay $10 to replace it so that you will not be billed by our system yearly.
