Getting Run-around from Tech Support. Anybody else

[dr-freak]

My MJ did not work out of the box but tech support helped me get it running by uninstalling my Roxio software. I then stored it away until I first trip out of the country a month later. I get to my hotel room, get on the hotel's wired high speed internet service, plug in Magic Jack, and get the "Warning: You must plug Magicjack into a USB port" message. this begins a saga that has been a week and running.

I've gotten on Tech chat almost daily. they've had me turn off the antivirus and firewall each time, they've had me reformat the MJ each time, they've had me try to run the upgrade.exe (all that results in is that nasty "Warning You Must plug MJ...", they've had me run the mj_recover.exe nearly everytime.

They told me on Day 2 that they were submitting my problem to "Tier 2 Enginnering Support" and that I would receive an email solution in 24-48 hours. 48 hours expired 72 hours ago. Periodlically a tech support person will say that they're upgrading the servers and will be done in a day or 2. I've been getting that one since Day 1.

I'm beginning to believe this whole thing is a scam.

Has anybody else faced this?

[gooney]

My MJ did not work out of the box but tech support helped me get it running by uninstalling my Roxio software. I then stored it away until I first trip out of the country a month later. I get to my hotel room, get on the hotel's wired high speed internet service, plug in Magic Jack, and get the "Warning: You must plug Magicjack into a USB port" message. this begins a saga that has been a week and running.

I've gotten on Tech chat almost daily. they've had me turn off the antivirus and firewall each time, they've had me reformat the MJ each time, they've had me try to run the upgrade.exe (all that results in is that nasty "Warning You Must plug MJ...", they've had me run the mj_recover.exe nearly everytime.

They told me on Day 2 that they were submitting my problem to "Tier 2 Enginnering Support" and that I would receive an email solution in 24-48 hours. 48 hours expired 72 hours ago. Periodlically a tech support person will say that they're upgrading the servers and will be done in a day or 2. I've been getting that one since Day 1.

I'm beginning to believe this whole thing is a scam.

Has anybody else faced this?

It all depends on hardware, software, internet connection, security settings, processors running, firewall, etc;... and this little product is definitely no scam for me...saves me $50 bucks a month for a home/second line... also saves me cell minutes... paid $50 bucks for this bad boy and already got my money back... so to me, my phone is free till feb 2009.

[dr-freak]

My MJ did not work out of the box but tech support helped me get it running by uninstalling my Roxio software. I then stored it away until I first trip out of the country a month later. I get to my hotel room, get on the hotel's wired high speed internet service, plug in Magic Jack, and get the "Warning: You must plug Magicjack into a USB port" message. this begins a saga that has been a week and running.

I've gotten on Tech chat almost daily. they've had me turn off the antivirus and firewall each time, they've had me reformat the MJ each time, they've had me try to run the upgrade.exe (all that results in is that nasty "Warning You Must plug MJ...", they've had me run the mj_recover.exe nearly everytime.

They told me on Day 2 that they were submitting my problem to "Tier 2 Enginnering Support" and that I would receive an email solution in 24-48 hours. 48 hours expired 72 hours ago. Periodlically a tech support person will say that they're upgrading the servers and will be done in a day or 2. I've been getting that one since Day 1.

I'm beginning to believe this whole thing is a scam.

Has anybody else faced this?

It all depends on hardware, software, internet connection, security settings, processors running, firewall, etc;... and this little product is definitely no scam for me...saves me $50 bucks a month for a home/second line... also saves me cell minutes... paid $50 bucks for this bad boy and already got my money back... so to me, my phone is free till feb 2009.

That's interesting info because, when I've asked tech support the question about hardware, each one has told me that is not the case. Whenever I've asked, they've told me it's fine as long as I have the minimum hardware requirements. Instead, they say it's because the servers are being upgraded. So I ask how that would effect the upgrade.exe program from upgrading the MagicJack. They NEVER answer. Instead, they ask me a different question that's been asked each time I contact them.

Has anybody else had similar experiences with tech support?

[curiousgeorge]

dr-freak,I did not check but if you have not try posting your area and see if other people are having the same problems,I read a post where people in the Indiana area had problems related to MJ outage and they are still waiting for a fix(the problem appears to be on MJ server side),good luck.

[kversp]

I had some serious issues with the Magicjack software on my primary machine -- the software would crash after a few calls, or when the system was idle for a while, etc. The red "Must Plug in MJ", the whole bit. But we had other problems with the machine as well.

I did a (radical, I know, but apparently necessary) completely clean install of Windows XP and now everything is working smoothly. Formatted the c: drive and reinstalled the OS completely. The OS installation was 3 years old and I think there is simply "OS rot" with Microsoft OSs over time.

Anyway, so the culprit might be some instability in your OS. How old is the machine?

[mjscott]

mine still wont work on my desk top but works great on my laptop. Would rather not have my laptop running all the time...but it has saved lots of cell minutes

[dr-freak]

[quote="dr-freak"]My MJ did not work out of the box but tech support helped me get it running by uninstalling my Roxio software. I then stored it away until I first trip out of the country a month later. I get to my hotel room, get on the hotel's wired high speed internet service, plug in Magic Jack, and get the "Warning: You must plug Magicjack into a USB port" message. this begins a saga that has been a week and running.
[/quote]

To update everyone, it has been 10 days with NO response from MagicJack. I decided to start poking around in other forums after I discovered that, after uninstalling Roxio (as instructed by MagicJack Tech Support), I could no longer access my DVD drive. I found this link:

http://support.microsoft.com/default.as ... -US;314060

It fixed my DVD drive and I thought, "Hmm. I wonder if this fixed my MJ problem, too?" So I plugged in my MJ, ran Upgrade.exe and Voila! FIxed!

[gooney]

To update everyone, it has been 10 days with NO response from MagicJack. I decided to start poking around in other forums after I discovered that, after uninstalling Roxio (as instructed by MagicJack Tech Support), I could no longer access my DVD drive. I found this link:

http://support.microsoft.com/default.as ... -US;314060

It fixed my DVD drive and I thought, "Hmm. I wonder if this fixed my MJ problem, too?" So I plugged in my MJ, ran Upgrade.exe and Voila! FIxed!

Yes, cleaning your registry and updating your drivers would fix many problems... glad you fixed your issue on your own. Now if only others would poke around and read the forums, they would also find thier answer.