I want to report my 2 hours conversation with magicjack live support which had offered no help and with lots of frustration.
This is the reason why people won't use MagicJack -- useless customer service with incompetent people.
I have to wait 15' for each questions to be answered. Please note that they didn't even answer my last questions.
I am a business owner. I would never tolerate employees such as these incompetent people. It's better not to have any customer support than poor customer support like this.
Also, all this frustration could have been avoided if the description of the app would simply state "This app is for magicjack account holder only." Because that's what the customer service rep told me. Both the app and live support had wasted much of my time.
I wanted to try out MagicJack. These incompetent people had convinced me to never use this product. I don't know if I'm even posting it in the correct forum as I can't find an "official" technical suport forum for MagicJack.
*** this is the exact transcript of the chat session. I only removed my phone number.
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Please wait for a site operator to respond.
You are now chatting with 'Cristine'
Your Issue ID for this chat is LTK554026403635X
Cristine: Hello, how may I help you?
Bruce: hello... I just installed magicjack on my iphone... but it won't complete the registration process.
Bruce: so I went to my computer to finish the registration process.
Bruce: but now, the iphone gets in a loop...
Bruce: it keeps popping up the screen "a few seconds to free phone calls"
Cristine: Please wait while I check that for you
Bruce: then that screen would go away... showing that it's trying to "configure". in the account screen.
Bruce: the "configure" changes to "Please fill in the form" ... and the screen "a few seconds to free phone calls" comes back.
Bruce: and it keeps looping...
Cristine: Thank you for waiting.
Bruce: I tried to uninstall it and reinstall it... didn't help. It retains the information (my email/password) somewhere...
Bruce: I also rebooted my iPhone... still no help.
Cristine: I see, as I have checked here in my end, your magicJack App is already expired.
Bruce: I just downloaded it... how does it expire already ?
Bruce: I heard it from a friend and wanted to try this out... it's been over an hour and I get nowhere with it.
Cristine: As of now, the magicJack App cannot be renewed.
Bruce: so although I just downloaded it, I can't use it ??
Bruce: how do I get rid of it totally so I can restart the process ???
Cristine: Click on "Windows" button on your desktop, then go to "Control Panel".
Cristine: Please make sure that the "view by" is set to "Category" (it is located at the upper right of the window).
Cristine: May I know if you can see "Uninstall a program" under Programs on your control panel?
Cristine: Please click on it.
Cristine: And, Look for the magicJack software and UNINSTALL.
Bruce: it hasn't been installed on my computer... I tried to install it on my IPHONE....
Cristine: Please uninstall it on your iPhone.
Bruce: I did... and when I reinstall the same thing happens.
Cristine: Thank you for waiting. I'll be with you in just a moment.
Cristine: As of now, Bruce the magicJack App is not yet available as of the moment.
Bruce: how do you mean "not yet available" ?
Bruce: it's in the app store...
Bruce: and it's working on my friend's iphone.
Cristine: I will be right with you.
Cristine: I see.
Bruce: wow... I just spent over 30' with you and have got absolutely NO ANSWER. Do you know how to fix the issue or not?
Cristine: As of now the magicJack App is not yet available as of the moment, Bruce.
Bruce: What does that mean? don't use magicjack? or just don't use it right now and get back to it later ???
Bruce: what do you mean by "as of now" ???
Bruce: and what do you mean "not yet available" ???
Bruce: it IS available in the APP store of Apple. MagicJack was put there because it works, I assume ... right ?
Cristine: Please wait while I check that for you
Cristine: Thank you for waiting.
Bruce: Can you help? if not, please don't waste more of my time.. Please pass me on to someone who can help.
Bruce: I've been waiting too long and too often.
Cristine: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Bruce: Thank you.
Cristine: I'm sorry for the delay. I'll be right with you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Cristine'
Your Issue ID for this chat is LTK554026403635X
Bruce: ???
Bruce: I'm tranferred back to you ??? or is this another Cristine ???
Cristine: I apologize for the delay, as of this moment the higher support is having technical issues.
Bruce: wow... This is classic why we shouldn't use MagicJack due to low extreme level of support ?
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Jeanille'
Your Issue ID for this chat is LTK554026403635X
Jeanille: Hello. My name is Jeanille. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Bruce: ok.
Jeanille: Thank you for waiting. I'll be with you in just a moment.
Jeanille: Thank you for waiting,
Jeanille: can you tell me your iPhone's phone number?
Bruce: sure...
Bruce: 215-203-xxxx
Bruce: it's currently connected to the itnernet via WiFi.
Jeanille: No accounts found for phone number = '215203xxxx''
Bruce: I don't know what that means...
Bruce: I never had a magicjack.
Bruce: I heard from a friend recommending magicjack app on the iphone.
Bruce: I wanted to try it out so I downloaded it from the app store and installed it.
Bruce: it asked if I'm new and need a number... I chose that option.
Bruce: but the screen was looping... so I went into my computer to finish the registration process.
Bruce: at this time... it tries to configure something... but the screen keeps popping up "A few seconds to free phone calls."
Bruce: then the screen moves away and the "account" screen comes up... with the status of "Configuring".
Bruce: then the word "configuring" on Status changes to Please fill in the form" ... and the loops continue.
Jeanille: I'm sorry for all the trouble, however, you did register your iphone with an invalid phone number and that it was expired and cannot be used anymore.
Bruce: how did I register my iphone with an ivalid number ?
Bruce: ok.. how do I restart this process and re-register ?
Bruce: it never asked me for my phone number... I don't recall that.
Bruce: it only asked me for my email address and a password. It asked for my name... and that was all it asked for when I tried to set up the app.
Bruce: are you still there ???
Jeanille: I'm sorry but we can no longer reset your iphone as it was already registered with this phone number: *0101127838* .
Bruce: yes.. that' what my.magicjack.com displays.
Bruce: that's not my magicjack number ?
Bruce: it tells me *0101127838* is my magicjack number. How did I get an invalid number ?
Bruce: can you delete my account so I can re-register ???
Bruce: hello ????
Jeanille: Bruce, please understand that you cannot re-register your iphone anymore and that you can only install the application to a different iphone.
Bruce: but I didn't put in my phone number when it registered ????
Bruce: I still don't understand the issue or what I did wrong, if I did anything wrong ...
Jeanille: It's because you don't have a magicJack phone number.
Bruce: can you explain ??? I entered my name, my email, and a password... that was it.
Bruce: and what is *0101127838* ... is that not a magicjack number ???
Bruce: magicjack was supposed to assign that number to me. I didn't come up with that number.
Jeanille: If you don't have a magicJack phone number, automatically, it will assign you an invalid or magicJack application phone number instead of a valid 10 digits.
Bruce: so I have to have a physical magicjack first before I can use this app???
Bruce: it does not say so in the app description... but is that what you are saying ?????
Jeanille: Yes.
Bruce: and if I buy a magicjack now, will this account work ??? or is my iphone forever not able to use magicjack ???
Jeanille: I will be right with you.
Jeanille: I'm sorry for the delay. I'll be right with you.
Jeanille: Please understand that your iphone service was expired and cannot be used.
Jeanille: Is there anything else I may help you with today?
Bruce: you haven't helped me at all.
Jeanille: Ok.
Bruce: the question is... if I buy a magicjack now. will my iphone work with magicjack app ?
Jeanille: You have a good one and take care!
Since we haven't heard from you, we must release this chat. Please click here should you need further assistance:
Horrible support with live chat for iphone app
Moderators: Bill Smith, Pilot
Iphone app
Wow. I had a similar experience the other day when I got online with them to find out about the renewal of the iphone app. By the way, mine works fine today even though it says it is expired. Tomorrow will be the acid test.
When I talked to them about the renewal, they told me that it is a beta and expires on Dec 31 with no information about it carrying on.
I'm wondering it these people are in China or India and don't even know what a Magic Jack is!!!
When I talked to them about the renewal, they told me that it is a beta and expires on Dec 31 with no information about it carrying on.
I'm wondering it these people are in China or India and don't even know what a Magic Jack is!!!
wow terrible... here is mine:
You are now chatting with 'Diana'
Your Issue ID for this chat is LTK554028078302X
Diana: Hello, how may I help you?
Joe: Hi
Diana: HI Joe
Joe: I have just downloaded the majicjack app and paid for the service but the app doesnt login to my account
Diana: Do you have a regular magicJack device?
Joe: I trid to add it to my account and just use the same number
Diana: can you give me the phone number?
Joe: yes I do have the regular one
Joe: also
Diana: can you give me the phone number?
Joe: (xxx) xxx-xxxx
Diana: Please wait while I check that for you
Joe: k thx
Diana: One moment please...
Diana: You only paid for Phone Number: (xxx) xxx-xxxx - regular device - Not the magicJack APP on iPhone. We do not have paid version for magicJack APP.. When you sign in to your iPhone, just enter the same email and password to use it, Joe
Joe: ok so when I downloaded the app
Joe: I signed in with my username and password
Joe: I tried to make a call
Joe: and it gave me a message that my account is expired
Joe: so I logged into my account on a computer
Joe: and it now showed my magicjack device nad joes iphone as a second device
Diana: Yes, magicJack APP ended last 12-31-2011
Joe: so i selected the iphone and then clicked renew
Diana: Not your regular magicJack device
Joe: I did all of this today
Diana: only magicJack APP was expired
Joe: yes
Diana: Not your regular magicJack device
Joe: yes so i renewd to MJ app
Diana: After you hear the message it is expired, what do you hear after that? did it allow you to make a call?
Joe: no I hung up
Diana: No. There is no renewal available magicJack APP. Again, , magicJack APP ended last 12-31-2011 Not your regular magicJack device .. You renewed your magicJack device today and NOT the magicJack APP
Joe: and went to options in the app
Diana: You were not charged for APP.. $0.00
Joe: one moment I will show you a picture of what I saw
Diana: ok
Joe: http://i41.tinypic.com/k1tpar.jpg
Diana: One moment please...
Joe: So basically can I use the magicjack app?
Joe: so in that pic I clicked next and went through with the transaction
Diana: You are only using the Basic version and we currently do have a paid version. Now, have you tried to uninstall the magicJack APP from your iPhone and reinstall it?
Joe: yes removed it and reinstalled it and also rebooted my iphone in between
Joe: Can you remove
Joe: "joe's iphone" from my devices on the magicjack website?
Diana: no. That will remain there. Please try it again now and i will be waiting here
Joe: ok deleted and reinstalling now a few more seconds
Diana: Okay
Diana: take your time
Joe: actually give me a min.. (rebooting phone also)
Joe: ok launching now
Diana: okay
Joe: still keeps saying "configuring"
Joe: never even lets me put in my login information
Joe: goes immediately into a loop saying "configuring" then says "a few seconds to free calls"
Joe: then starts over...
Joe: it did that the first time I installed it but then came up with an option to login
Diana: One moment please...
Joe: once I logged in the iphone showd up on the MJ website
Diana: We will wait while it is installing.
Joe: the app is installed and already launched
Joe: I was explaining what it is doing above
Diana: I'm sorry for the delay. I'll be right with you.
Diana: Okay
Diana: Once it is up, try to make a call
Joe: no worries I've still got the app in a login loop
Diana: oik
Diana: **okay
Joe: Can you see what it is doing?
Diana: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Joe: k thx
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Nigel'
Your Issue ID for this chat is LTK554028078302X
Nigel: Hello. My name is Nigel. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Joe: k thx
Nigel: Please wait while I check that for you
Nigel: I appreciate your patience.
Joe: no worries
Nigel: I am seeing that your magicJack App subscription is still expired. However, I have checked here and it shows that you have ordered renewal license to regular magicJack registered to your account and already applied to Device Name: HOME_PHONE.
Nigel: Phone Number: (xxx) xxx-xxxx
Nigel: License Expires: 10/24/2013
Joe: hmm
Nigel: Order Number: TSxxxxxxxx
Nigel: Order Date: 01/04/2012
Nigel: Total: $20.91
Joe: when I logged into the website it let me select the app and therere was a button to renew
Nigel: http://my.magicJack.com
Nigel: Click on the link above and login to your account.
Joe: so I clicked that and got the screen here:
Joe: http://i41.tinypic.com/k1tpar.jpg
Nigel: Okay. Go to My Subscriptions tab and select your magicJack™ subscription: JOE'S IPHONE.
Joe: ok
Joe: there
Joe: there is still a link that says "reactivate expired subscription"
Nigel: After that, click Reactivate button and make sure to click JOE'S IPHONE with the phone number above then click NEXT.
Joe: that is what I did
Joe: Ok I will do it again
Nigel: Okay.
Joe: will you refund if it applies to my home phone again?
Nigel: Yes, I will make a report to our billing department so that the renewal license applied to your regular magicJack will be cancelled and you will be refunded to your credit cared.
Joe: ok there it went
Joe: Order Number: TSxxxxxxxx (which was a new order number)
Nigel: Please wait while I check that for you
Joe: still have the "reactivate" button under Joes iphone
Nigel: I am looking into this. It may take a while. Please bear with me.
Joe: ok
Nigel: I appreciate your patience.
Joe: This time I am 100% positive I had JOES IPHONE selected
Nigel: I have checked here and it appears that the order didn't go through. Our system detected that it's not possible for you to have more than 1 year renewal a day so we advise you to place another order after 48 hours so the order will go through. No worries, you will be refunded to your credit card for the renewal plan accidentally applied to regular magicJack.
Joe: Can you remove JOES IPHONE from the website please?
Nigel: We'd love to remove the subscription from your account but it's not possible as of the moment. We're looking forward so that it will be removed from your account in the future. Rest assured that it will be posted in our website once we have information about this matter.
Joe: To be 100% honest I think even if it would have gone through it would have been applied to my home phone again, unless you have changed something in the system
Nigel: I am terribly apologize for the inconvenience on your part. I understand how you feel and there's no wonder you will be frustrated.
Joe: am I supposed to be able to renew my the app subscription?
Nigel: Yes. We're trying to reactivate your magicJack App.
Nigel: No worries, we're here to assist you so that the renewal plan will be applied to correct subscription on your account.
Joe: oh ok cool
Nigel: Please check with your bank after 3-5 business days for your refund.
Joe: k
Nigel: Is there anything else I may help you with today?
Joe: you cant just apply it to JOES IPHONE instead?
Joe: I thought you were working on getting my app reactivated?
Nigel: We'd love to apply the renewal license to your magicJack App but it's not possible yet since they both have different license to use. So it would be better if we cancel the order applied to your regular magicJack and you will be refunded to your credit card.
Joe: OK so about the iphone app activation?
Nigel: After 48 hours, renew the license of magicJack App registered so the order will go through.
Joe: and that will fix the app no logging in?
Nigel: Your magicJack will be activated immediately as soon as the renewal license is applied.
Joe: you mean the app?
Nigel: Yes.
Joe: ok
Joe: thanks
Nigel: You're most welcome.
Nigel: Is there anything else I may help you with today?
Joe: nope.. i'll prob talk to you in a few days...
Joe:
Joe: take care
Nigel: My pleasure to assist you.
Nigel: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns..... etc....
So we'll see what happens in 48hrs.
Your Issue ID for this chat is LTK554028078302X
Diana: Hello, how may I help you?
Joe: Hi
Diana: HI Joe
Joe: I have just downloaded the majicjack app and paid for the service but the app doesnt login to my account
Diana: Do you have a regular magicJack device?
Joe: I trid to add it to my account and just use the same number
Diana: can you give me the phone number?
Joe: yes I do have the regular one
Joe: also
Diana: can you give me the phone number?
Joe: (xxx) xxx-xxxx
Diana: Please wait while I check that for you
Joe: k thx
Diana: One moment please...
Diana: You only paid for Phone Number: (xxx) xxx-xxxx - regular device - Not the magicJack APP on iPhone. We do not have paid version for magicJack APP.. When you sign in to your iPhone, just enter the same email and password to use it, Joe
Joe: ok so when I downloaded the app
Joe: I signed in with my username and password
Joe: I tried to make a call
Joe: and it gave me a message that my account is expired
Joe: so I logged into my account on a computer
Joe: and it now showed my magicjack device nad joes iphone as a second device
Diana: Yes, magicJack APP ended last 12-31-2011
Joe: so i selected the iphone and then clicked renew
Diana: Not your regular magicJack device
Joe: I did all of this today
Diana: only magicJack APP was expired
Joe: yes
Diana: Not your regular magicJack device
Joe: yes so i renewd to MJ app
Diana: After you hear the message it is expired, what do you hear after that? did it allow you to make a call?
Joe: no I hung up
Diana: No. There is no renewal available magicJack APP. Again, , magicJack APP ended last 12-31-2011 Not your regular magicJack device .. You renewed your magicJack device today and NOT the magicJack APP
Joe: and went to options in the app
Diana: You were not charged for APP.. $0.00
Joe: one moment I will show you a picture of what I saw
Diana: ok
Joe: http://i41.tinypic.com/k1tpar.jpg
Diana: One moment please...
Joe: So basically can I use the magicjack app?
Joe: so in that pic I clicked next and went through with the transaction
Diana: You are only using the Basic version and we currently do have a paid version. Now, have you tried to uninstall the magicJack APP from your iPhone and reinstall it?
Joe: yes removed it and reinstalled it and also rebooted my iphone in between
Joe: Can you remove
Joe: "joe's iphone" from my devices on the magicjack website?
Diana: no. That will remain there. Please try it again now and i will be waiting here
Joe: ok deleted and reinstalling now a few more seconds
Diana: Okay
Diana: take your time
Joe: actually give me a min.. (rebooting phone also)
Joe: ok launching now
Diana: okay
Joe: still keeps saying "configuring"
Joe: never even lets me put in my login information
Joe: goes immediately into a loop saying "configuring" then says "a few seconds to free calls"
Joe: then starts over...
Joe: it did that the first time I installed it but then came up with an option to login
Diana: One moment please...
Joe: once I logged in the iphone showd up on the MJ website
Diana: We will wait while it is installing.
Joe: the app is installed and already launched
Joe: I was explaining what it is doing above
Diana: I'm sorry for the delay. I'll be right with you.
Diana: Okay
Diana: Once it is up, try to make a call
Joe: no worries I've still got the app in a login loop
Diana: oik
Diana: **okay
Joe: Can you see what it is doing?
Diana: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Joe: k thx
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Nigel'
Your Issue ID for this chat is LTK554028078302X
Nigel: Hello. My name is Nigel. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Joe: k thx
Nigel: Please wait while I check that for you
Nigel: I appreciate your patience.
Joe: no worries
Nigel: I am seeing that your magicJack App subscription is still expired. However, I have checked here and it shows that you have ordered renewal license to regular magicJack registered to your account and already applied to Device Name: HOME_PHONE.
Nigel: Phone Number: (xxx) xxx-xxxx
Nigel: License Expires: 10/24/2013
Joe: hmm
Nigel: Order Number: TSxxxxxxxx
Nigel: Order Date: 01/04/2012
Nigel: Total: $20.91
Joe: when I logged into the website it let me select the app and therere was a button to renew
Nigel: http://my.magicJack.com
Nigel: Click on the link above and login to your account.
Joe: so I clicked that and got the screen here:
Joe: http://i41.tinypic.com/k1tpar.jpg
Nigel: Okay. Go to My Subscriptions tab and select your magicJack™ subscription: JOE'S IPHONE.
Joe: ok
Joe: there
Joe: there is still a link that says "reactivate expired subscription"
Nigel: After that, click Reactivate button and make sure to click JOE'S IPHONE with the phone number above then click NEXT.
Joe: that is what I did
Joe: Ok I will do it again
Nigel: Okay.
Joe: will you refund if it applies to my home phone again?
Nigel: Yes, I will make a report to our billing department so that the renewal license applied to your regular magicJack will be cancelled and you will be refunded to your credit cared.
Joe: ok there it went
Joe: Order Number: TSxxxxxxxx (which was a new order number)
Nigel: Please wait while I check that for you
Joe: still have the "reactivate" button under Joes iphone
Nigel: I am looking into this. It may take a while. Please bear with me.
Joe: ok
Nigel: I appreciate your patience.
Joe: This time I am 100% positive I had JOES IPHONE selected
Nigel: I have checked here and it appears that the order didn't go through. Our system detected that it's not possible for you to have more than 1 year renewal a day so we advise you to place another order after 48 hours so the order will go through. No worries, you will be refunded to your credit card for the renewal plan accidentally applied to regular magicJack.
Joe: Can you remove JOES IPHONE from the website please?
Nigel: We'd love to remove the subscription from your account but it's not possible as of the moment. We're looking forward so that it will be removed from your account in the future. Rest assured that it will be posted in our website once we have information about this matter.
Joe: To be 100% honest I think even if it would have gone through it would have been applied to my home phone again, unless you have changed something in the system
Nigel: I am terribly apologize for the inconvenience on your part. I understand how you feel and there's no wonder you will be frustrated.
Joe: am I supposed to be able to renew my the app subscription?
Nigel: Yes. We're trying to reactivate your magicJack App.
Nigel: No worries, we're here to assist you so that the renewal plan will be applied to correct subscription on your account.
Joe: oh ok cool
Nigel: Please check with your bank after 3-5 business days for your refund.
Joe: k
Nigel: Is there anything else I may help you with today?
Joe: you cant just apply it to JOES IPHONE instead?
Joe: I thought you were working on getting my app reactivated?
Nigel: We'd love to apply the renewal license to your magicJack App but it's not possible yet since they both have different license to use. So it would be better if we cancel the order applied to your regular magicJack and you will be refunded to your credit card.
Joe: OK so about the iphone app activation?
Nigel: After 48 hours, renew the license of magicJack App registered so the order will go through.
Joe: and that will fix the app no logging in?
Nigel: Your magicJack will be activated immediately as soon as the renewal license is applied.
Joe: you mean the app?
Nigel: Yes.
Joe: ok
Joe: thanks
Nigel: You're most welcome.
Nigel: Is there anything else I may help you with today?
Joe: nope.. i'll prob talk to you in a few days...
Joe:
Joe: take care
Nigel: My pleasure to assist you.
Nigel: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns..... etc....
So we'll see what happens in 48hrs.
So no love...
Basically just was tol no renewals for the MJ app at this time and the engineers are working on the app restarting thing...
(I pasted my previous conversation first)
Roxanne: Please wait while I check that for you
Roxanne: Thank you for paiently waiting.
Joe: no worries
Roxanne: May I know if you have renewed now your license?
Joe: I just did right before I started this chat
Joe: it doesnt look like it took it though
Roxanne: So, you haven't renewed it successfully?
Joe: I went though the process and recieved an order number but have not received an email
Joe: I think it applied the renewal to my regular magicjack even though I selected my magicjack app
Roxanne: May I know if you have checked all of your folders in the email?
Joe: yes I have..
Roxanne: Okay.
Roxanne: Yes, as I have checked here, your magicJack app has not been renewed.
Joe: ok I just renewed something though..
Joe: it must have applied the renewal to my regular magicjack again..
Joe: this is the same thing that happened earlier this week
Roxanne: I see
Roxanne: One moment please...
Roxanne: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Joe: k
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Jenna'
Your Issue ID for this chat is LTK554028690159X
Joe: hello
Jenna: Hello. My name is Jenna. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Jenna: Thank you for waiting.
Jenna: I am sorry for that, Joe.
Joe: no worries.
Jenna: Unfortunately, magicJack App renewals are not available at this time. You may not be able to upgrade magicJack App this time.
Jenna: Regarding the magicJack App service, our engineers are aware of this already and they are currently working on these new downloads of magicJack App.
Joe: so what sis I just renew?
Joe: *did
Joe: i see the charge on my card
Jenna: It was the regular magicJack. The renewal was applied to your regular magicJack.
Jenna: Do you want this cancelled?
Joe: yes please
Jenna: Not a problem. I will cancel the new order now.
Jenna: One moment please...
Jenna: Thank you for waiting.
Jenna: The renewal plan applied to the regular magicJack is now cancelled.
Joe: so in my previous converstation with nigel he said I could renew magicjack app
Joe: "Nigel: After 48 hours, renew the license of magicJack App registered so the order will go through."
Jenna: Please try your magicJack again from time to time at your most convenient time. Our engineers are aware of this already and are working on it.
Jenna: I am very sorry for that, Joe. But renewals or upgrades for magicJack App is not available at this time. And regarding the magicJack App service, this is a known issue that has been reported to us and our engineers are aware of this already and they are currently working on it.
Jenna: Please do check your magicJack App again from time to time at your most convenient time.
Joe: k
Joe: bye
Jenna: Thank you so much.
Jenna: I appreciate your time and patience regarding this matter.
Basically just was tol no renewals for the MJ app at this time and the engineers are working on the app restarting thing...
(I pasted my previous conversation first)
Roxanne: Please wait while I check that for you
Roxanne: Thank you for paiently waiting.
Joe: no worries
Roxanne: May I know if you have renewed now your license?
Joe: I just did right before I started this chat
Joe: it doesnt look like it took it though
Roxanne: So, you haven't renewed it successfully?
Joe: I went though the process and recieved an order number but have not received an email
Joe: I think it applied the renewal to my regular magicjack even though I selected my magicjack app
Roxanne: May I know if you have checked all of your folders in the email?
Joe: yes I have..
Roxanne: Okay.
Roxanne: Yes, as I have checked here, your magicJack app has not been renewed.
Joe: ok I just renewed something though..
Joe: it must have applied the renewal to my regular magicjack again..
Joe: this is the same thing that happened earlier this week
Roxanne: I see
Roxanne: One moment please...
Roxanne: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Joe: k
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Jenna'
Your Issue ID for this chat is LTK554028690159X
Joe: hello
Jenna: Hello. My name is Jenna. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Jenna: Thank you for waiting.
Jenna: I am sorry for that, Joe.
Joe: no worries.
Jenna: Unfortunately, magicJack App renewals are not available at this time. You may not be able to upgrade magicJack App this time.
Jenna: Regarding the magicJack App service, our engineers are aware of this already and they are currently working on these new downloads of magicJack App.
Joe: so what sis I just renew?
Joe: *did
Joe: i see the charge on my card
Jenna: It was the regular magicJack. The renewal was applied to your regular magicJack.
Jenna: Do you want this cancelled?
Joe: yes please
Jenna: Not a problem. I will cancel the new order now.
Jenna: One moment please...
Jenna: Thank you for waiting.
Jenna: The renewal plan applied to the regular magicJack is now cancelled.
Joe: so in my previous converstation with nigel he said I could renew magicjack app
Joe: "Nigel: After 48 hours, renew the license of magicJack App registered so the order will go through."
Jenna: Please try your magicJack again from time to time at your most convenient time. Our engineers are aware of this already and are working on it.
Jenna: I am very sorry for that, Joe. But renewals or upgrades for magicJack App is not available at this time. And regarding the magicJack App service, this is a known issue that has been reported to us and our engineers are aware of this already and they are currently working on it.
Jenna: Please do check your magicJack App again from time to time at your most convenient time.
Joe: k
Joe: bye
Jenna: Thank you so much.
Jenna: I appreciate your time and patience regarding this matter.