Just chatted with customer service. Here's a 'great' transcript
Enjoy the function of magic jack, not their 'customer support'.
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You are now chatting with 'Angel'
Your Issue ID for this chat is (edited)
Angel: Hello, how may I help you?
David: hi, i am pretty annoyed that new users may select a canadian area code, however old users may not yet switch
David: also, why is it that when i first got magic jack i was guaranteed that i could switch area codes 1 time for free, and now there is a charge?
Angel: at this moment, our engineers are still working on the feature to change your US number to Canadian. but please don't worry because you may change your US number to Canadian soon but we don't have yet an exact time frame if when it will be available.
David: and will i be able to change it for free 1 time like i was originally told when i bought magic jack?
Angel: Canadian number is only available to those first time users or to those magicjack that have not yet been registered.
David: if a person can change magic jack numbers from one US area code to another, i dont see why it is so hard to make it a canadian ara code
David: hello?
Angel: would you mind if i transfer you to a higher department?
David: sure
Angel: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Paolo'
Your Issue ID for this chat is (edited)
Paolo: Hi, this is Paolo. I'll be assisting you
Paolo: How are you today
David: hi, im good, you?
David: i am wondering why i am not yet able to select a canadian area code, however new users may....
Paolo: I am fine, David. Thank you for asking.
David: alsow hen a canadian area code is available. i am hoping i would not have to pay to switch since originally when i bought magic jack i was told i could switch area codes 1 time for free
Paolo: David, Canadian numbers are only available on registration. It's not yet available on change phone number option.
David: why wouldnt magic jack then simply agree to switch users' old magic jack for a new one? that would be one way to work around, no?
David: and keep existing users happy
Paolo: that option depends on the user , if ever their magicjack is broken, definitely we will process a replacement . It will depend on the user because if we send a new one, this will cost $9.95 on the user. They are the one who will shoulder the shipping and handling fee and this amount is not refundable....We only replace magicjack if the device is broken or malfunctioned
David: thats not really great news in mu opinion....nor good customer service
David: is there an 800 number i can call for magic jack support?
Paolo: we only have chat support
David: ok, then when a canadian umber may be used to switch to, will i be able to switch for free since thats what i was told when i first got magic jack?
Paolo: We do not have the specific answer for that as of this moment but I believe that there's a charge for that just like on Registration. The Canadian number on Registration cost $10/year
David: if my magic jack were to "suddenly break" like the usc connector or something......and i would send it to be replaced.....would i get a 'new' magic jack that would then beable to get a candian number?
Paolo: We're still waiting for an update from our engineers and higher department regards on Canadian numbers
David: originally when i got magic jack it said that it would cost 10 dollars for a replacement number....but the first change would be free....
David: now there is no longer that option
Paolo: Yes, that option has been changed.
David: now it is stating that there is a 4 dollar and some odd cents to switch
David: so, old users are anot yet able to take advantage that new users can....AND old users will be required to pay more than new as new can get the number they want right 'out of the box'
Paolo: unless they buy a new one or something
David: yeah, and spend double the money
David: seems like old users are getting somewhat of a shaft
David: if i get a new magic jack from a store.......then take advantage of the one month free.........trial....then decide to send back the magic jack....and by 'mistake' send my old one back......what would happen?
Paolo: You may ask your local store for that
David: i wouldnt be sending it back tot he store tho, i would send it to magic jack offices tho...anyays it doesnt seem like i would be able to get much assistance from you...i do understand that it is not YOUR fault......
David: just a shame that magic jack seems to have changed policy that they originlly used to attract canadian customers
Paolo: It's not a shame David. Here's the Chapter 13 of magicjack Terms of Service
Paolo: 13.
Paolo: ModificationmagicJack reserves the right to modify or discontinue the magicJack device and Software, temporarily or permanently, with or without notice to you. YMAX reserves the right to modify or discontinue its services, temporarily or permanently, with or without notice to you. We will not be liable to you or anyone else in the event that we exercise our right to modify or discontinue the magicJack device or Software and/or YMAX services.
David: thats great, too bad i am not at liberty to decide i wish to not pay and keep service after 1 year.......magic jack is making millions of dollars and then change by adding a cost
David: yes, it is within their right....nonetheless.... a 'shame'
David: Borislow said YMax has sold 5 million magicJacks for landline phones in the last two years, and that roughly 3 million are in active use. That would give YMax a bigger customer base than Internet phone pioneer Vonage Holdings Corp., which has been selling service for $25 per month for the better part of a decade. Privately held YMax had revenue of $110 million last year, it says.
David: charging money to switch numbers when there is that revenue is a shame
David: n e ways, thanks for the info regardless
Canadian area codes...for existing users? Fee o switch
Moderators: Bill Smith, Pilot