who are you?

[Don123]

Ok im very new here and i couldnt think just where to put this so here im adding this here.

Can i ask when you get onto the chat support for MJ do you get asked if you are so and so and where did you buy your MJ from.....Before you get into anything more after giving your phone number to them?
As a rule ive been asked my phone number but thats about it and when given the number nothing more is asked of me within this side of thing and i was told it was the normal thing to do by them.
Im very interested about this as i had a very interesting chat tonight with MJ that has left me with a very unsettled feeling.
If its not a normal thing anybody had experienced i will follow this up with my chat log.
Yes i know i might be looking for something thats not there but who knows

[az2008]

Can i ask when you get onto the chat support for MJ do you get asked if you are so and so and where did you buy your MJ from.....Before you get into anything more after giving your phone number to them?

I've been on chat twice and I don't recall being asked anything. Remember, you can lie. Just give them the phone number if they ask for any identifying info. If they ask where you purchased it, say from the MJ site. If they say they don't have a record, tell them that's their problem (considering all the other problems they have, it's entirely plausible that their records are incomplete too.). If they don't accept that, ask for escalation to a supervisor. Give the same answers, and ask if they're comfortable with you filing a BBB complaint, and contacting MJ's founder saying "Clyde" (or whoever the chat supervisor is) told you this is what you had to do.

I pulled that once, and got very good service.

Also, I get the impression they use credit card numbers to personally identify customers (to prove you are who you say you are, and not someone else pretending to be you to get access to your account). This is troubling because:

1) Most people aren't comfortable with a commercial entity retaining their credit card numbers in perpetuity.

2) Some people change cards and won't have the card number they used to purchase MJ. (How does MJ prevent giving control to strangers then?).

3) Some people purchase with an Amex pre-paid gift card so they don't have to give PT Barnum (Dan) their credit card number. (How does MJ prevent giving control to strangers then?).

If they ask for your credit card number, and you're not comfortable with them using that for personal identification, just tell them you don't have that card any longer. (And then report back here how they confirmed your identity.).

PS: I'm not a big fan of lying. But, considering Dan's behaviors, the suggestions above seem tiny by comparison. We could just say you're "selling" yourself as a customer.

Mark

[Don123]

I have had this real unsettled feeling about the whole MJ thing now since i first had trouble.
I did have a friend look at the error for international calling and he said to him it doesnt look good at all as well.
In fact he thought it more looked as if they had been hacked in some way, i dont know im only saying what i was told.
So i got upset and yes i know it doesnt help and i got on the chat again and this is what happened.

Please wait for a site operator to respond.

Chat InformationYou are now chatting with 'Minerva'

Minerva: Hello, how may I help you?

Don: after a week of waiting im going to get on here till i get an answer to my problem

Don: is that ok with you

Don: ?

Minerva: May I know the exact nature of your problem with full details please?

Don: yes for sure its real simple im under review, i dont know why and as its MY account i should be told why im under review and for what

Don: i cant add international minutes for some reason or another

Don: and im over being given the flick by this support i just want answers

Minerva: Please wait while I check that for you

Minerva: May I ask your magicJack number please?

Don: xxx-xxx-xxxx

Minerva: Do you know who is xxxxx xxxxxxx?

Don: nope no idea

Don: why

Minerva: One moment please...

Don: ok

Don: now im real worried

Minerva: Where did you buy your magicJack?

Don: from your web site

Don: why???

Minerva: Okay.

Minerva: Please wait while I check that for you

Don: my magic jack has been hacked hasnt it ?

Minerva: May I know if you can make local calls?

Don: lol, i can do everything but add minutes, now the minutes have to go through my bank right?

Don: I have been hacked as i said, is this right?

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

Don: ok

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

Chat InformationYou are not currently in a chat session.

Chat InformationYou are now chatting with 'Ezekiel'

Ezekiel: Hello Don!

Don: hello

Ezekiel: Please let me read your previous chats before I proceed so that I can assist you better.

Don: yes please do so

Ezekiel: Thank you

Ezekiel: One moment please...

Ezekiel: Thank you for holding Don.

Don: thats ok

Ezekiel: I am really very sorry Don if you can't still purchase a prepaid minutes.

Ezekiel: Did you checked your email?

Don: please just tell me what is going on

Don: yes i still have nothing

Don: even the spam mail nothing'

Don: who is xxxxx xxxxxxx and where does this person fit in ?

Ezekiel: Please forget the name, the previous agents open a different account.

Don: i said ive been hacked but you guys have been hacked right?

Ezekiel: She thought it was your account.

Don: no i dont think so

Don: come on please a bit of the truth here

Ezekiel: Please disregard the name that she gave to you.

Don: no im sorry i will not, as ive never been asked this question before so it seems rather important for me to keep this name

Ezekiel: It is not for you.

Don: i have never been asked before about my name so why now

Ezekiel: Asking your name is one of our procedures here.

Ezekiel: It is very important that we should ask the customer.

Ezekiel: Account xxxxxxx - xxxxxx x xxxxxxx

Ezekiel: Is that your name?

Don: since when ive been on here everyday for over a week and never asked till now

Don: thats me...now

Ezekiel: Don, we just need your cooperation from here.

Ezekiel: You should be receiving an email from us.

Don: hey im the one giving you just that im the one still waiting for the truth

Ezekiel: I know that reports regarding with your issue not able to purchase an IPP has been sent already.

Don: it has so where is it

Ezekiel: You will be receiving an email from us as promised in line with your issue.

Ezekiel: As soon as they will be able to review your account, they will be contacting you.

Don: i keep asking this what review

Don: but never get an answer

Ezekiel: If you can't wait then that you would be definitely thinking.

Ezekiel: We are doing our best to resolve this as fast as we can.

Don: over a week ive been fair dont you think

Ezekiel: Take note also that you are not only our customers.

Don: i know full well im not the only one but gee after a week and nothing you guys must have heaps of problems going on

Don: i must have mis read what you said i thought i had been sent an email so i havent is that right?

Ezekiel: Yes that is correct.

Don: ohhhhhhhhh

Ezekiel: That what I meant for.

Don: ok i have all i need thank you very much for your help and yes you have helped me big time

Ezekiel: Yes that is correct.

Don: ohhhhhhhhh

Ezekiel: That what I meant for.
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Now today i get an error400 yet again, last time they told be it was because it had been deactivated so they went ahead and fixed this, so on the chat i go again tell them my phones not working, cant get calls in cant make calls, they ask for the number and wait for it....comes back and say can you please check your credit card to make sure there is enough funds in it

i say hang on funds for what? im paid up till 2013, they then ask for my email that i had to give them 4 times, and it finished off with are you sure thats your email address. Like come on, so yes there is something big time going on.
It ended in oh im sorry your under review, yes i know that was over a week ago and for adding minutes, this one is all new and im here with not a thing and no answer.
I wish i had of kept a copy of that chat but i was sooo mad i hit end...lol.

[az2008]

I wish i had of kept a copy of that chat but i was sooo mad i hit end...lol.

I don't believe most people are going to read a he said/she said transcript. A summary of the major points, and what the problem is will be sufficient.

Mark

[Don123]

I wish i had of kept a copy of that chat but i was sooo mad i hit end...lol.

I don't believe most people are going to read a he said/she said transcript. A summary of the major points, and what the problem is will be sufficient.

Mark

Yes you are right i just noticed others where doing it so i thought this was normal....sorry

[Don123]

A big big warning to all...
As some of you know im going through a bit of troubles with MJ, well im not the type of person that just lets go, i give respect and yes i expect it back.
Anyway as i ended up with no phone at all (cant receive calls/cant make calls) i thought enough is enough and i got on the chat again.
So here it is like it or not there is another party here with this service!
My service was blocked it seems, i asked by who?
I was told i had to have asked for my service to be blocked, after i asked just who can do this i was told only MJ or the account holder can do so, so i asked then why did you block my account? they told me they didnt, so i said well i didnt so who did?
If you didnt request it and i didnt then who is getting into my account? there has to be a third party somewhere, then i asked who gives out the email address's? this got there attention!!!!!!!!
So once i gave them a copy of the email i got, all of a sudden my MJ is up and working again.
So yes there is 100% another party that has control over your account or MJ is telling fibs big time.
It doesnt matter to me what the end result is, i dont care if im only paying 5 cents a month for a service, thats what i expect......a service not a headache.
And if there is a third party then i want to know just who has control over my account....Dont you????

[az2008]

And if there is a third party then i want to know just who has control over my account....Dont you????

Just go to the wiki FAQ and look for the contact info. Email Dan and the support manager. Tell them your concerns and that you are considering filing a BBB complaint. (MJ is on some kind of hopeless probationary period with the BBB. They had their triple-F rating lifted because they promised to take customer service seriously. Which seems disingenuous when they launched their "five years of service equals four" campaign just 3 days later.).

See what you can get that way.

Mark

[Don123]

Just an update more for anybody else going through this....still nothing, not even an email saying sorry.
I have reported this to the BBB as this is not good enough, im still going through a what they call clearing and will they tell you what that means.....that will be a big fat NO!!!!!!!!

[Lresidence]

I have been chatting with them several times they use the first 4 and the last 4 digit of your credit card number as a wild card character to to look up on your order details.