magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

Mark,
I know what you mean as far as making Dan's e-mail too accessible. I would not want that to contribute to fewer people getting taken care of when they run into problems. However, I think it is important to have a conduit to higher level people, because clearly the chat level technicians do not have decision making power, or the will to consult with management when higher level decisions are warranted.

I received the following e-mail today. Good news, and hopefully it (and the BBB rating changes) are signs that MagicJack is trying to become more customer-focused. I am just glad that persistence paid off:


from Dan Borislow <Dan(at)magicjack.com>
to "craigabc.com"
date Mon, Jan 5, 2009 at 12:44 PM
subject RE: MagicJack License issues

hide details 12:44 PM (27 minutes ago)

Reply

Dear Craig,

A new magicJack with the same phone number as the old will ship today.

Tracking Number: xxxx xxxx xxxx xxxx xxxx xx

You can track it at: www.usps.com

Please let me know when you receive it and have it up and running and I will take a look at extending your license.

Sincerely,

Richard
magicJack Tech Support Manager

isleblue65 wrote:I received the following e-mail today. Good news, and hopefully it (and the BBB rating changes) are signs that MagicJack is trying to become more customer-focused. I am just glad that persistence paid off...

Craig,

Congrats on your replacement. I hope you keep us informed when you receive the replacement. I would like to know if, in fact, it comes with the same phone number as the first one.

I marvel at the wide discrepancy of the 'customer service' when writing directly to Dan's email addresses. You got your first response on the same day, January 2nd, that you wrote your email. I wrote Dan an email on January 1st, and have yet to get a reply at all, yet your problem is already resolved.

FredFriendly
=========

FredFriendly wrote:
Craig,

Congrats on your replacement. I hope you keep us informed when you receive the replacement. I would like to know if, in fact, it comes with the same phone number as the first one.

I marvel at the wide discrepancy of the 'customer service' when writing directly to Dan's email addresses. You got your first response on the same day, January 2nd, that you wrote your email. I wrote Dan an email on January 1st, and have yet to get a reply at all, yet your problem is already resolved.

FredFriendly
=========

Fred,

Thanks. I'm very glad I finally got some resolution on it.

Did you have an online chat history about the problem you are experiencing? Prior to my e-mail to Dan, I had chatted online to at least 5 support people at MJ. Also, document EVERYTHING and have it organized and on-hand. I saved 6 hours worth of chat logs from MagicJack tech support, including some where they deliberately closed the chat session mid sentence or left the session running but stopped responding for 20 minutes until it was clear to me that this was their way of getting rid of me. I sent these chat logs to Dan. I would recommend not taking 'NO' for an answer as long as what you are requesting is reasonable and supported under their terms of service.

If they see that you are not going to go away quietly, they are more likely to do what they have to do to get you off of their back. There is a fine line between gentle persuasion and getting nasty, but if you can walk it, you will most likely get what you want.

After MagicJack agreed to replace my MJ unit, I of course thanked them graciously and told them how much I appreciate their help and the MagicJack Service.

I hope you find some resolution.

Edit: I did get the replacement yesterday, it works!!! and it has my old phone number programmed in. The only downside is that my Panasonic phone still does not break dial tone, even with a 2000mA powerd USB hub.

Craig

az2008 wrote:

isleblue65 wrote:Thanks for putting that Wiki together Mark. That will be very helpful to many. When Dan replied to me, he had also carbon copied this address:
rikard .... bone ((( a t ))) magicjack .... com
I'm assuming this is "Richard" whom I have been talking to, but I'm not sure.

Thanks, I added it to the wiki as a spam-resistant image.



I think that's the problem with MJ. When you get down to these price points, it's easy to dismiss losing a couple months. What's $2 or $3 spread over a year or two? But, when someone loses 11 months (or five pre-purchased years) it looks different.


Mark

It may only be $2 a month lost when a dongle fails but if 100,000 fail in a year, that's big money in Dan's pocket!!! Pennies for you but big bucks for him. Designed in high failure rates???????