My story so far

[Mjhopeful]

I saw the infomercial a week or so ago, it looked cool. I checked every site I could google and researched high and low. Seemed like a neat item at a price point that is amazing and they listed my area code as available.

I ordered and received it in about 5-6 days.

I tried to register and the program would not work, it was just a blank page. Talked to tech chat and found it was the server tried later and got it going to find that the 815 area code was not listed so I registered under 224 so I could have my MJ setup and see if it even worked before I got support to change it.

My first test call was all static and very bad, I then installed the update and the quality improved 100% to at least cell quality.

Then the unpleasantness of trying to get my number changed happened. Below I will post the (edited to remove most of my personal info) chat logs for the pure hilarity and frustration they symbolize. Followed by my e-mail to dan and his instant and hopefully helpful reply.

~3:20 3/25/08
Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Roy'

Roy: Hello, how may I help you?

Chris O'Brien: I just registered my mj and the area code listed

Chris O'Brien: Active IL Mchenry 815

Chris O'Brien: was not available

Chris O'Brien: Now I have a 224 areacode

Chris O'Brien: when will I be able to get an 815 area code?

Chris O'Brien: I bought the unit with the idea it would have an 815 area code

Roy: We are sorry for the inconvenience but we will be releasing new are codes soon, you may change it when your desired area code is available.

Chris O'Brien: It says it is availible!!!

Chris O'Brien: Look at your own website

Chris O'Brien: I pasted it from your list

Roy: Ok, is it ok if i will put you on hold for a moment while I check it for you?

Chris O'Brien: That would be great

Chris O'Brien: Thanks for your help

Roy: Yes it is active, do you want to change it now?

Chris O'Brien: Yes

Roy: Ok, I will ask for your current number and your address.

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Roy: I am looking into this. It may take a while. Please bear with me.

Chris O'Brien: Sure

Chris O'Brien: No rush

Roy: Our engineers are making some upgrades with our server, I want to change your number now but the customer info is currently unaccessible, please chat with us in an hour and we wil process your request when our server is up and running. We are very sorry for the inconvenience.

Chris O'Brien: is there any way i can get a trouble ticket so I can not have to explain it again?

~4:30 3/25/08

$Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Brian'

Brian: Hello, how may I help you?

Chris O'Brien: I am checking back on changing my number

Brian: Okay.

Chris O'Brien: Here is my info

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Brian: Please be informed that we can only changed phone number only once.

Chris O'Brien: I already talked to another rep about it and he assured me he would be here and said he was working on it and to check back

Chris O'Brien: I just signed up and the 815 area code was not avaiable

Chris O'Brien: available

Chris O'Brien: The website specifically says it is active

Chris O'Brien: The other tech said he could fix it and to check back in an hour

Brian: Can I put you on hold? Let me check it for you.

Chris O'Brien: His name was roy

Brian: Is Chris O'Brien the correct spelling you used during your registration process? For I am trying to check the information you needed now.

Chris O'Brien: It should be

Brian: Can I have your magicjack number, please?

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Brian: One moment please. Let me check this for you now.


Brian: Okay

Brian: Hi. I already checked your account but please forgive me for the inconvenience because our engineers are still having some updates in our system and we can change your phone number later in no time.

Chris O'Brien: Do I still need to check back or will you do it when it is able to be done?

Brian: Please try to check back with us later.

Chris O'Brien: is there any way i can get a trouble ticket so I can not have to explain it again?

Brian: I understand your concern this time, but please keep in touch with us later because we are still having some updates in our system and I believe we can fix it in no time.

Chris O'Brien: So I have to explain it to a 3rd person

Chris O'Brien: Ok

Brian: 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!

Chris O'Brien: Thanks for your help

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Brian'

Brian: Hello, how may I help you?

Chris O'Brien: I am checking back on changing my number

Brian: Okay.

Chris O'Brien: Here is my info

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Brian: Please be informed that we can only changed phone number only once.

Chris O'Brien: I already talked to another rep about it and he assured me he would be here and said he was working on it and to check back

Chris O'Brien: I just signed up and the 815 area code was not avaiable

Chris O'Brien: available

Chris O'Brien: The website specifically says it is active

Chris O'Brien: The other tech said he could fix it and to check back in an hour

Brian: Can I put you on hold? Let me check it for you.

Chris O'Brien: His name was roy

Brian: Is Chris O'Brien the correct spelling you used during your registration process? For I am trying to check the information you needed now.

Chris O'Brien: It should be

Brian: Can I have your magicjack number, please?

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Brian: One moment please. Let me check this for you now.


Brian: Okay

Brian: Hi. I already checked your account but please forgive me for the inconvenience because our engineers are still having some updates in our system and we can change your phone number later in no time.

Chris O'Brien: Do I still need to check back or will you do it when it is able to be done?

Brian: Please try to check back with us later.

Chris O'Brien: is there any way i can get a trouble ticket so I can not have to explain it again?

Brian: I understand your concern this time, but please keep in touch with us later because we are still having some updates in our system and I believe we can fix it in no time.

Chris O'Brien: So I have to explain it to a 3rd person

Chris O'Brien: Ok

Brian: 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!

Chris O'Brien: Thanks for your help

~5:00 3/26/08

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Leslie'

Leslie: Hello, how may I help you?

Chris O'Brien: I've tried to change my number several times

Chris O'Brien: I just signed up yesterday and the 815 area code which is listed as active was unavailable

Chris O'Brien: I could only select 224 during the reg process

Chris O'Brien: The 2 techs yesterday said they could manually give me an 815 number

Chris O'Brien: Chris O'Brien 224******* **@********.com My address

Leslie: We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.

Chris O'Brien: Can you fix it yet are do I have to try back again?

Chris O'Brien: Is there someone I can e-mail all this to rather than typing it up over and over for different techs?

Leslie: You can chat us back again if you have enough time. You may also email us with the link below:

Leslie: http://www.magicjack.com/site/CustomerSupport.html

Leslie: Is there anything else I may help you with today?

Chris O'Brien: Should I make the e-mail attn: anyone in particular

Chris O'Brien: Is there any timeline that this will be fixed on?

Leslie: Please addressed it to magicjack itself.

Chris O'Brien: ok thanks

Leslie: Within 24-48hours.

Leslie: Is there anything else I may help you with today?

Chris O'Brien: No that's it

I sent Dan the following e-mail

Dan,


Please review the chats below and try to figure out why I am thinking of calling the people I've been raving about the MJ to and telling them to cancel their orders. For god sakes a trouble ticket is SOP for every tech support I've called for years.

The problem in the chats has not been fixed, The reason I've e-mailed you is because the support person I asked for an e-mail address gave me a link to Magicjack.com and nothing more.

His almost instant reply was

we will a bunch of numbers tomorrow.WE will take of this person.

Dan

He cc'ed me, rikard.bone and Mike.Shippey

I'll keep everyone updated as it progresses

[Mjhopeful]

I just got another reply from Dan which seems to be the one he intended to send to me which makes me think I was accidentally cc'ed on the original internal support e-mail

Chris

Let me respond tonight. Some of these people are better than others.
Dan
Sent via BlackBerry by AT&T

[dontgetjacked]

Go to dontgetjacked.com or check out my youtube account with the same information, we need to stand up as a group and do something about getting jacked! dont get jacked

[Mjhopeful]

2 days later on the 25th I replied with

Dan,

It's been 2 days, no response. The unit itself does not work due to updates. I am really questioning the wisdom of my purchase.

My number still needs to be changed, when can I expect a reply?

After reviewing your product I have a few ideas.

My recommendations would be

1. Put a notice on the support website that upgrades are in progress
2. Put some sort of time line as to when they are going to finish and what you are trying to accomplish with them
3. Under promise and over deliver say they'll take 2 weeks and just fix sound quality, then fix 2 extra things and get it done in one week. In this way you will turn a service outage into a positive experience.
4. Just shut the service down 100% if it's going to work intermittantly, say we will be down 12-4:00 am every night until it works rather than have it never all day and make the returns process impossible.

Thanks,
Chris

He replied with

Thanks

Your recommendations are good ones.We had an underlying issue with another carrier this week,that made this unpredictable and timing not so good.

Dan

After waiting 2 more days I asked again

Dan,

Any progress on getting my number switched?

I know you probably delegated it to someone else so let me know who to follow up with so I can get out of your hair.

Also My MJ is working great now, every once in a while a call is staticy or drops out but all in all I am impressed!

Thanks,
Chris

At which point I got a reply from rikard confirming I wanted to change my number. As soon as I replied it was changed and has worked great since!


I may one day start playing with call forwarding and voicemail and every once in a while when I dial the phone the rings are distorted which means the outgoing call will sound bad so I hang up before I connect and call back to save the hassle.


So as it sits now I have a local number, my service has been working good since last saturday, I got the spoofer installed and working and I am happy with the value/cost ratio.