For what it worth, On-Line Chat about 60 min time limit

[ret27m]

For what it worth here is the chat log from a chat I had with LIVE HELP, 26 DEC 2008, I tried LIVE CHAT from my house but got a person who had ABSOLUTLY no grasp of english ( altho mine isnt the best and I was born here lol ) so since I had to go to a friends house we tried at his house and got a person who had a much better grasp. To folks with a positive outlook this may give hope...PLEASE dont shoot the messanger.


Please wait for a site operator to respond.

You are now chatting with 'Jezebel'

Jezebel: Hello, how may I help you?

Rick: yes I want to know why magicjack imposed a 60 min time limit on calls?

Jezebel: Okay. Let me assist you with that.

Jezebel: Allow me to inform you that magicJack has no time limit.

Rick: Yes it does it is affecting thousands of magicjack users across the united states.

Jezebel: Would you allow me to offer you fixes for your concern?

Rick: There is nothing wrong with my computer, I just want to know why this time limit was placed on ALL magicjack users.

Jezebel: One moment please...

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

you.

Rick: ok

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

You are now chatting with 'Bucky'

Bucky: Hello.

Bucky: Please allow me to check and read your previous chat so that I can assist you further, thank you

Rick: ok

Bucky: May I know if your magicjack is still plug in now?

Rick: There is NOTHING wrong with my computer. As of 3 days ago magicjack sent a software upgrade to ALL magicjack

users, now ALL calls are limited to 60 min, at 60 min the call is terminated. This is happening to thousands of

magicjack users all over the united states.

Rick: I want to know why this was done?

Bucky: But after 60 minutes, you can still make a call.

Rick: At 60 min the call is terminated, and I want to know why magicjack gave everyone a software upgrade that would

do this, as I said its happening to THOUSANDS of people all over the united states.

Bucky: The magicjack is free calling but not unlimited call, Rick

Rick: YOU ARE QUITE WRONG, At 60 min the call is terminated, and I want to know why magicjack gave everyone a

software upgrade that would do this, as I said its happening to THOUSANDS of people all over the united states

Bucky: Do you mean the new upgrade?

Rick: Yes

Bucky: The new upgrade is for the magicjack technical enhancement, you might not notice it, but that will improve in

quality communication, those calls that was terminated within 60 minutes was the result, that is why as of now our

engineers are doing some more technical upgrades.

Rick: When can I expect to meke a call and NOT be terminated 60 min into the call?

Bucky: Yes, please do not worry for that is now on process, Rick

Rick: I run a business, I need to be able to make a call longer than 60 min, When can I expect this 60 min limit to

be resolved?

Bucky: It may a week Rick, but I cannot offer you any time frame, I apologize for the inconvenience.

Rick: Can you tell me with COMPLETE honesty that it will be resolved in the future and the 60 min limit will be

lifted and I will be able to make calls that WILL NOT be terminated at 60 min?

Bucky: Yes, I assure you that it will not be terminated within 60 minutes.

Rick: I sure hope this is a true fact Bucky, there are THOUSANDS of faithful magicjack user that WILL NOT recomend

your product to friends and family, and WILL not renew their magicjack subscription after their year is up.

Bucky: Okay, I understand your concern, Rick

Rick: I bought mine under the assumptiom that calls would NOT be terminated at 60 min. Can you tell me why magicjack

did this to its users?

Bucky: That is of the new upgrade installed in each of the device of the users, Rick.

Rick: Yes I understand that, but WHY did they limit the calls to 60 min with that upgrade?

Bucky: Because they are trying to locate audio quality between calls within 60 minutes, Rick

Rick: I see, now this is VERY important to me. PLEASE try to give a an educated guess, will I be able to make calls

that will not be terminated at 60 min by 1 Jan 2009. My income depends on it.

Bucky: You can make calls no I cannot assure you that it will not be terminated because we have no updates updates

yet regarding the improvements of the upgrade, as I will not make a promise also on that because I don't want to

disappoint you as a customer Rick

Rick: Bucky its not only dissapointing me it will be dissapointing THOUSANDS of magicjack users. Have you been

informed that the 60 min call limit is indeed a temporary problem?

Bucky: Yes, I have been told by that, Rick, and I really do apologize for the that.

Rick: Well Bucky I thank You for your honesty and hope that this problem is solved QUICKLY, I feel if this 60 min

limitation is not lifted that the magicjack will quickly go out of business.

Bucky: Yes, I understand Rick

Bucky: You're welcome

Bucky: I hope I was able to make you a satisfied customer today the way I assisted you.

Rick: LOL I will be satisfied when I'm able to place a call with no limitation.

Bucky: Okay, Rick, I understand that.

Rick: Again Thank You for your assistance.

Bucky: You are welcome

Bucky: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second

to answer a one question survey about the service I provided. Please click the "close" button on the top right of

this screen and the survey will appear. Thanks again!

[az2008]

To folks with a positive outlook this may give hope...PLEASE dont shoot the messenger.

Executive summary: Chat support person says he's been told the 60-minute call limit will be lifted.

The problem with this episode wasn't in the act itself, it was in the execution. Like the "excessive use" terminations two months ago: No warning. No notice. Not even informing chat support (until after 2-3 days, after chat support had received inquiries, and provided incorrect information, adding to customer frustration.).

I can understand the need to control the small percentage who use the most resources (lest the drive up costs for everyone else). Also the need to guard against holiday overload (which I suspect that's what this was about). But, it shouldn't be a burden to just carry out these activities in a slightly more intelligent manner.

Mark

[ret27m]

I certainly would like to know why ( or how ) it doesnt affect all people, I didnt want to tell them that it didnt affect me, I was afraid that I would have been blown off.