Can't Extend magicJack™ License

dao915 · Post by **dao915** » Tue Sep 08, 2009 8:39 am

Processing Request
This could take a couple of minutes
FAILED add_renewal_plan SQLERRM: ORA-20020: AddRenewal QuickOrder Problem: K

bitstopjoe · Post by **bitstopjoe** » Tue Sep 08, 2009 9:13 am

Contact MJ online support. FIRST thing you should do.....

Joe Sica

dao915 · Post by **dao915** » Wed Sep 09, 2009 3:58 am

how can i contact support online

bitstopjoe · Post by **bitstopjoe** » Wed Sep 09, 2009 6:36 am

SIGH.......This is basic MJ 101... BUT here you go.

http://www.magicjack.com/techchat/

Joe Sica

sequimagicjack · Post by **sequimagicjack** » Sun Nov 29, 2009 12:59 am

I'm having the same problem. I get this message when I try to renew my subscription:

AddRenewal QuickOrder Problem: K
(oracle_magicjack:live)

My son and I have tried live chat, and I've tried talking to them on the phone. One person did say that the account was flagged for review, but couldn't explain what that meant. The MJ had expired for three days before we tried to renew, but I don't know if that was a factor. It has been very frustrating, as my son has no phone now, and we have literally spent HOURS on live chat and the phone with those folks. If anyone has a solution, PLEASE LET US KNOW.

bitstopjoe · Post by **bitstopjoe** » Sun Nov 29, 2009 7:51 am

Flagged for review USUALLY means you or your son make WAY to many calls, far exceeding what MJ allows in their TOS...
All I can say is keep trying or just buy another MJ and this time don't go crazy witrh the calls...

Joe Sica

sequimagicjack · Post by **sequimagicjack** » Sun Nov 29, 2009 12:24 pm

I guess I need to review the TOS - I didn't know there was a clause in there about usage limits. My son moved to Australia last year, so the MJ has been their only connection with the states. We've spent far more time on the phone trying to resolve this, and I found MJ's on sale at Radio Shack for $29.95 so I'll send him another. Still, it would have been nice if the MJ folks had informed us, rather than continuing to promise to resolve the problem, but not doing anything. It's a great little device when it works, but customer support is nothing to write (call?) home about. Thanks for your reply.

Nobody beats the Whiz! · Sun Nov 29, 2009 1:13 pm

sequimagicjack wrote:I guess I need to review the TOS - I didn't know there was a clause in there about usage limits. My son moved to Australia last year, so the MJ has been their only connection with the states. We've spent far more time on the phone trying to resolve this, and I found MJ's on sale at Radio Shack for $29.95 so I'll send him another. Still, it would have been nice if the MJ folks had informed us, rather than continuing to promise to resolve the problem, but not doing anything. It's a great little device when it works, but customer support is nothing to write (call?) home about. Thanks for your reply.

You are experiencing a common problem with MJ customer service. They are explicitly vague in their TOS about usage limits. Currently, I think they "specify" that they consider abuse to be anything that is above 20x the average user, whatever that may be.

You should be advised that MJ encourages INbound calls. They actually make money when a non MJ phone calls a MJ phone (albeit pennies). Also, MJ to MJ calls cost them (virtually) nothing. They like it when you call 800 numbers, too. (they get paid)

With that knowledge, you can try either of the following, once you get the new MJ:

1) You call him, or at least hang up and call him back if he initiates the call.

2) Both of you use a MJ.

3) He has multiple MJ's, and spread loads his calls among them.

4) Use Google Voice for at least some of his calling outbound. He'd still use his MJ number as the connection, but as far as MJ is concerned, it would be an inbound call.

If he primarily is receiving calls, or calling other MJ users, then he should stay within the good graces of the MJ gods.

slowride · Post by **slowride** » Fri Dec 18, 2009 9:59 pm

sequimagicjack wrote:I'm having the same problem. I get this message when I try to renew my subscription:

AddRenewal QuickOrder Problem: K
(oracle_magicjack:live)

My son and I have tried live chat, and I've tried talking to them on the phone. One person did say that the account was flagged for review, but couldn't explain what that meant. The MJ had expired for three days before we tried to renew, but I don't know if that was a factor. It has been very frustrating, as my son has no phone now, and we have literally spent HOURS on live chat and the phone with those folks. If anyone has a solution, PLEASE LET US KNOW.

Have you rocked the boat for MagicJack or filed any formal complaints? Problem K is MagicJack for "go away".

GuyOnTheAir · Post by **GuyOnTheAir** » Sun Mar 07, 2010 3:01 pm

Darn. I get involved in this lovely saga today, when I went to renew.

My usage is very little, but I like having the line available. I highly doubt I've come up against their TOS. (I make a couple of calls a week...)

TechChat:

-----

Chat Information: Important. Important. If you are not able to make calls or having trouble with your contact list, please Click Here for fix. This will be your best solution. You should not click here if you do not have this problem.

Chat Information: You are now chatting with 'Gilbert'

Chat Information: Your Issue ID for this chat is XXXXXXXX

Gilbert: Hello, how may I help you?

Guy: When I go to extend my license, I get this error: AddRenewal QuickOrder Problem: K

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

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

Chat Information: You are now chatting with 'Jake'

Chat Information: Your Issue ID for this chat is XXXXXXX

Jake: Hi Guy, Jake here and I'll be assisting you. Please hold for a moment while I'll review your previous chats. Thanks!

Jake: May I have the First 4 and Last 4 digit of the credit card you want to use and the amount of renewal plan you want to purchase please?

Guy: xxxx xxxx 19.95

Jake: One moment please...

Jake: Guy, as I have checked here in our end, your account is under review and someone will get back to you to help you purchase a renewal plan. May I have your fullname, email address, and magicjack phone number please?

Guy: Why is my account on review?

Guy: Guy

Guy: [email protected]

Guy: xxx-xxx-xxxx

Jake: There were 2 credit card info recorded under your account.

Guy: Yes. One of an old number... It should be deleted.

Jake: Thank you for that information Guy. Please extend your patience regarding this matter and wait before someone will get back to you and help you purchase a renewal plan for your magicjack account

Guy: When will they get back to me?

Guy: I'm now without phone service...

Jake: As soon as they receive this report. They may contact you also through your email address. Do you have another phone number there aside form the magicjack?

Guy: no

Jake: Okay. Please do wait before you will receive an email from the person incharge you review our account

Jake: Is there anything else I may help you with today?

Guy: How long will this take? I need phone service now...

Guy: I don't have time to wait. I need to call people.

Jake: Please to wait Guy. I will also monitor this report so that you will be inform ASAP

Jake: Anything else Guy?

Guy: You haven't resolved my issue...

Guy: Please, can you let my mJ renew, so I can make calls?

Jake: As I have said, someone will get back to you Guy and you need to wait for that

Jake: ]Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please don't hesitate to chat us back for more assistance. Have a blessed day to you and your family.

Chat Information: Chat session has been terminated by the site operator.

-----

Time to use this link, I think: http://www.seflorida.bbb.org/ComplaintD ... D=92003333

Kenny2469 · Post by **Kenny2469** » Sun Mar 07, 2010 8:28 pm

Wow !!! pretty douchie...

Spider210 · Post by **Spider210** » Wed Mar 10, 2010 1:52 pm

That chat operator should just be fired. wow.

GuyOnTheAir · Post by **GuyOnTheAir** » Wed Mar 10, 2010 11:57 pm

Well, here's my update:

- Got a reply from the BBB that the problem had been filed.
- Have been unable to renew or extend since I filed and posted.
- Have not been at all contacted by mJ. No emails, no followup.
- This morning, I was finally able to process my registration.
- Still no contact from anyone.

conniemadagain · Post by **conniemadagain** » Thu Mar 11, 2010 10:39 am

GuyOnTheAir wrote:Well, here's my update:

- Got a reply from the BBB that the problem had been filed.
- Have been unable to renew or extend since I filed and posted.
- Have not been at all contacted by mJ. No emails, no followup.
- This morning, I was finally able to process my registration.
- Still no contact from anyone.

Ok ... MJ is sounding like paypal ... did I miss something ??? paypal and MJ get to gether???

GuyOnTheAir · Post by **GuyOnTheAir** » Sat Mar 13, 2010 5:11 am

Updates!

I have two magicJacks from about the same time period. Last year in March 2009, I purchased a one year plan for one of them, and a 5 year plan for the other. My troubles renewing were for the 1 year plan. I figured I had 4 years left on the 5-year plan.

But, I go to my 5-year mJ tonight, and it shows expired. And, when I look at my.magicjack.com, I discover that it now expired on March 10. What happened to my other 4 years?

Finally, they let me know that my 5-year plan (purchased for $59.95) was cancelled on March 1, 2010, and refunded to my credit card. (It was.) They have no idea why.

To solve the problem, I am supposed to purchase the 5-year plan again, but this time for $69.95.

Bait and switch?

My case with the BBB has been updated.

Stay tuned.