Magic Jack wont support unit bought at Radio Shack

[ytbdej]

bought it a radio shack, now it won't dial from phone here is my conversation from tech support

Please wait for a site operator to respond.

You are now chatting with 'Bradley'

Bradley: Hello, how may I help you?

Mike: I am having a technical issue. a couple of weeks ago I lost the ability to dial a number from a phone

Mike: troubleshooting I have done

Bradley: Thank you for addressing your concern to us. Let me assist you with that.

Bradley: I do apologize for the inconvenience.

Bradley: May I have your magicjack phone number please?

Mike: ********

Bradley: Thank you.

Bradley: May I know if you can see the dial pad on your screen?

Mike: yes, and it will work from the computer

Bradley: I see.

Bradley: Please restart your magicjack by clicking the dial pad menu, click advance users then click restart.

Mike: I've done most of what you are going to ask, Here is a rundown of what I've already done

Mike: This is what I have tried so far 1. update magic jack 2. try a different phone 3. try a different usb conn 4. try a different computer I can receive calls on the phone, and can dial from computer

Bradley: Okay.

Bradley: Is your magicjack plugged in on that computer, Mike?

Mike: yes, it is back to it's original setup

Bradley: Okay.

Bradley: Please restart your magicjack by clicking the dial pad menu, click advance users then click restart.

Mike: ok no change i press buttons and the dial tone comes back

Bradley: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Bradley: http://upgrades.magicjack.com/upgrade/upgrade.exe

Mike: ok no change

Bradley: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

Mike: thank you

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

You are now chatting with 'Patrick'

Patrick: Hi, My name is Patrick and I will be assisting you. May I put you on hold while I'll review the previous conversation you had with the other agent/s?

Mike: ok

Patrick: Thank you for holding Mike.

Patrick: May I know when did this issue started?

Mike: about 2 weeks ago

Patrick: Have you tried to plug into a different computer?

Mike: yes, same result also different phone

Patrick: I see. You have tried all the fixes from a different agents right?

Mike: yes, even though I had tried them before, I did repeat them

Patrick: I see.

Patrick: May I know when did this issue started?

Mike: 2 weeks ago

Patrick: Yes copy that.

Patrick: May I know where did you purchase the magicjack?

Mike: Radio Shack

Patrick: I see. You may return the magicjack to them and ask for a new one.

Mike: no, radio shack says they have to be returned to manufacturer

Patrick: I cannot look up your order since you didn't purchase it from us.

Mike: so since i bought it from one of your supported retailers, then it was a mistake?

Patrick: No it is not a mistake. You can return it to them and ask for a new one.

Patrick: You can return to where you have purchased it.

Mike: just under the sign they have that magic jack is a non returnable item and must be warrantied by the manufacturer

Patrick: Please secure a receipt.

Mike: I have my recept it even reads

Mike: this item may not be returned to store. visit magijack.com for return information

Mike: I hav had this unit since feburary, and would like to keep using it, but I'm not going to keep replacing bad units if there is no warranty

Patrick: Okay I got your point Mike.

Patrick: We can try to fix it.

Patrick: Since I could not look up your account.

Mike: I should still have an account with you, just not a purchase history

Mike: I do have a recept which should valadate purchase

Patrick: Yes,not the order account.

Patrick: I will make a detailed report on your issue Mike so that it can be prioritize.

Patrick: I will help every possible way I can.

Mike: so what needs to be done?

Patrick: For the meantime since the telephone will not work,you have to restart computer,modem and router as I will refresh our database here in our end and will make a detailed report of your concern to help you out.

Mike: so just resetting everything? that is the fix, and you will make a report?

Patrick: Yes Mike. Will make a detailed report so that we can review your account.

Mike: will you contact me when all of this is done?

Patrick: You can try to use it by tomorrow Mike.

Patrick: I will do every possible way I can to help you out.

Mike: ok,

[az2008]

Patrick: May I know where did you purchase the magicjack?

Mike: Radio Shack

If it were me, I'd say "I bought it from you" and see what they say. How do they know you didn't? I've heard they ask for credit card number to confirm purchase. But, just say it was a gift card which you threw away.

And, if you're squeamish about lying, I wouldn't be. Dan's set the bar for "truth" very low. He's run his business like he's PT Barnum. All's fair in love and war.

Mark

[ytbdej]

they kept saying they couldn't find my account, then they ask where I bought it. At this I am through fighting with magic jack. for the 4 months I've been using this thing it cost $30 month with about 30% uptime, I can do better than that with 2 tin cans and a string...
I'm thinking of going with vonage, anyone have a better suggestion?

[bitstopjoe]

$30 a month????? New math???


Joe Sica

[tazxx]

I'm thinking of going with vonage, anyone have a better suggestion?

Check this thread http://www.phoneservicesupport.com/what ... -t206.html

[ksojerio]

That must be a new policy or a policy of an individual Radio Shack.

I purchased my mj at the local rs. Before I did, I asked them if I could return it to the store if I wasn't satisfied. They said yes.

[bitstopjoe]

MAYBE because of all this beeping problem to many are returning their MJ's. I called all the local stores to warm them about this. MAYBE now they might stop ordering the MJ for their stores till MJ fixes their damn beeping problem for many users ( mine is beep free since the 6/19 update.

Joe Sica

[ytbdej]

new math is right, the cost of the MJ, plus I put it on an old computer for sound quality. so what I have spent on this thing divided by 4 months = 30 month.
and MJ and Radio Shack both are probably having so many returns is why they are dumping it on each other, now MJ has too many costomers to just cut and run, so they are trying to cut there losses.
Oh and thanks for the link on voip services...

[az2008]

they kept saying they couldn't find my account, then they ask where I bought it. At this I am through fighting with magic jack. for the 4 months I've been using this thing it cost $30 month with about 30% uptime, I can do better than that with 2 tin cans and a string...

If you're motivated, you can file a complaint with the BBB. They also a feature to provide your review of the product.

I think MJ's non-support policies (for those who purchase retail) is a legitimate complaint. I can understand that MJ would expect the retailer to handle DoA (dead on arrival) complaints. Perhaps for 30 days. That's standard. If you buy a cordless drill at Home Depot, and it breaks after 30 days, they tell you to contact the manufacturer.

I think the game MJ is playing is that the Terms of Service say MJ does not warranty the service or device beyond the 30-day trial. They'll point to that as justification. But, MJ goes beyond the Terms of Service for product purchased directly from them. And, they don't disclose that buying retail is treated inferior.

That's something else you could do. Write the CEO of Radio Shack and express your concern for how you were basically told by MagicJack that people shouldn't buy from retailers. (That it's deceptive for MagicJack to sell its product through Radio Shack, and then put the customer in this position that the customer should have known Radio Shack is inferior.).

Mark