| Terrible Customer Service I asked to add $10.00 on my account for International dialing. I have a few devices but wanted to add money to one device only. Apparently that particular device finished it's annual subscription a month before. Magic Jack company sold me the minutes and charged my account $10.00 but since that device was no longer an active device it automatically placed the minutes under one other of my devices. I asked them either to refund that money or apply that fund to yet another of my devices and not the one they chose for me. I spent so much time with tech support to just make them understand this and this is the record of our chat. One of many we had. You read this and judge it yourself;
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'Mona'
Your Issue ID for this chat is LTK554031083488X
Mona: Hello, how may I help you?
Dino: Hello Mona: I was chatting with an operator but I think it was dropped. You can go to the end and see that she was going to do a refund but the chat dropped. This is what we wrote back & forth;
Dino: You are now chatting with 'Sanna' Your Issue ID for this chat is LTK554031075249X Sanna: Hello, how may I help you? Dino: Hello; I have a few Magic Jack boxes and I have $10.00 credit for International dialing under one of these jacks with the following number; 818-570-9010. This money was added to this Magic Jack box by mistake, can you please transfer this fund from 818-570-9010 to 818-390-7070? If you can’t transfer then please refund my money back to my credit card. Sanna: One moment please... Sanna: Dino, you can not transfer your international minutes from one device to another device. Sanna: Sorry to say you but you can not transfer your international minutes to another device, Dino. Dino: I am not the one that placed that money on that device, I originally tried to buy that minutes on my device with this number; 424-245-8753 but I was not aware that this particular device finished it’s subscription on Nov, 3, 2011. You would think that if the subscription is out then the your system will not allow me to add minutes to it until I first renew the subscription, but no, your system sold me the minutes and credited the minutes on one other of my Magic Jack devices with the following number; 818-570-9010. The problem is that I don’t have this device with me right now and I can’t use it. I don't need it on that device so then if you can't transfer it just process a refund please. Sanna: One moment please... Sanna: Do you want refund for your international minutes. Dino: yes, please. If you can't transfer that to the device with this number; 818-390-7070 then refund it and I add it myself. Sanna: Yes Dino, you can do this in that way. Sanna: Please wait while I check that for that to cancel your order. Sanna: for to* Dino: so, are you going to process the refund for me back on my card? Sanna: Please wait while I check that for you You are not currently in a chat session.
Mona: Please wait while I check that for you
Dino: Are we still connected?
Mona: Yes. Just double checking your account. Thank you
Dino: I lost more than $100.00 of my time just to save my $10.00.
Mona: Okay Let me check. Thank you
Mona: Do you know Bernadette Kho and Elec Note? for Verification
Dino: Elec Note is me. The other name is test.
Mona: Please wait while I check that for you
Mona: Do you have order number for that purchase? Thank you
Dino: I am not sure what you mean by order number. Do you mean a number that I can find on my Visa Statement?
Dino: This is what I find on my card;
Dino: MAGICJACK.COM PHONE 12/27 CARD #**** PURCHASE #2469*****36100091*******6 561-594-2140, FL
Dino: This transaction took place on 12/28/2011
Dino: Or it was posted to my account then.
Mona: The order number is sent by our end to notify you about that purchased. Thank you
Mona: Please wait while I check that for you
Mona: Is this your other magic jack number 818-570-9010 to 818-390-7070? Thank you
Dino: Yes, the money as I am told is now under 818-570-9010 but I want it to go to 818-390-7070
Mona: Please wait while I check that for you
Mona: Do you know SU MU? Fo verification.
Dino: No I don't, if they are good looking I don't mind to meet them.
Mona: Please wait while I check that for you
Dino: This is taking far too long. much longer that it is worth doing at all.
Mona: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Dino: What happened? You want me to start all over again???????
Mona: Nope, Our conversation is recorded. You don't have to start all over again.
Mona: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Dino: Having a conversation that long it will take that person hours to read the notes.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Ayla'
Your Issue ID for this chat is LTK554031083488X
Ayla: Hi this is Ayla from the higher level of support. Let me assist you with your concerns.
Dino: Hi Ayla;
Ayla: Hi, let me read your previous conversation to assist you further
Dino: For God's sake, don't tell me I have to wait that long I waitted already.
Ayla: One moment please...
Dino: My doughter's name is Iyla.
Ayla: Just to confirm, you have purchased $10 international minutes to a wrong device?
Dino: If you read the notes your company sold that to me on a wrong device.
Dino: I originally tried to buy that minutes on my device with this number; 424-245-8753 but I was not aware that this particular device finished it’s subscription on Nov, 3, 2011. You would think that if the subscription is out then the your system will not allow me to add minutes to it until I first renew the subscription, but no, your system sold me the minutes and credited the minutes on one other of my Magic Jack devices with the following number; 818-570-9010. The problem is that I do not have this device with me right now and I can not use it.
Ayla: One moment please...
Ayla: Thank you for waiting
Ayla: The international minutes is non-transferable Dino.
Dino: Then just refund that. I did not tell you to sell it to me on this device.
Ayla: Dino, the international minutes are only processed and applied to the account that was logged when the order was placed
Dino: Wait a minute, the other operators were going to do that and I though you would know that even better. ARE YOU SAYING i waited on this chat nearly two hours for nothing???????
Dino: That account was out of subscription and your system SHOULD have NOT sold me minutes if the device was not active.
Dino: If I do not get this resolved now I will copy and paste this conversation on your site for all people to see what kind of customer service you guys have.
Dino: I already made a copy.
Dino: This is really sick.
Ayla: Please give me the complete name, email address, and physical address that was used when you registered this (818) 570-9010 magicjack for verification
Dino: I will not give you no damn thing any more. You guys wasted my time long enough already. You know that you charged my card and just reverse that and take the minutes away from that device period.
Dino: I gave you all the transaction info in earlier chat on top. You don't need any more info.
Ayla: The information does not match the account Dino
Dino: What is important is that I paid with my card for that device's minute. Which by the way I asked for this device 424-245-8753 and YOU sold me the minute on that device, and now I want you to reverse YOUR mistake.
Ayla: I perfectly understand your concern, however I need your full cooperation in order for me to resolve your concerns, however if you do not cooperate I am forced to end this session.
Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat
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