Magic Jack 5-year renewal problem

[ejg528]

I would like to share this with the forum.

I just e-mailed Dan, the inventor, with a problem I have with the Magic Jack 5-year renewal program. I have pasted it here (please forgive/understand my editing out my personal information!), this says it all. Hopefully Dan will get back to me with some positive information!

Here's the e-mail:

Dan,

I realize you must be very busy, but I have a problem I am hoping you can help me with.

A week ago, I bought your Magic Jack product. While buying it, I signed up for the 5-year extension plan. I received my Magic Jack a few days later, hooked it up, had some minor configuration issues but nothing I couldn't work out, and everything is now working great. I have been using it with success and your product does exactly what it says.

However, my problem is whenever I check my account on my.magicjack.com, it says that my license expires on March 20, 2009 - exactly one year after I activated it. The problem is that again I purchased the 5-year plan, so I would expect this date to read March 20, 2013 - exactly 5 years after I activated it.

I tried chatting with online tech support a few times, and each time they tell me that they do see the 5-year plan purchased on my account (and my credit card has already been charged with this - I waived the free trial offer for faster processing) - yet it still doesn't reflect on the website. I was told that the website would be updated by now, but I just checked it and still it reads 2009 rather than 2013 for my expiration. In fact, yesterday I was told that the matter would be resolved (the website would be updated) within 24 hours, yet it is still not resolved.

So I'm not sure what to do at this point. I just "won't sleep well" until I see that date updated - ha. Once I see that, I should be all set and you'll have another happy customer.

I hope you can help me, Dan. My name is XXXX XXXXXX and my Magic Jack phone number is XXX-XXX-XXXX. My order number is XXXXX. Please let me know if you need any other information for me in order to resolve this matter, and I thank you in advance for your assistance.

Sincerely,

--XXXX XXXXXX

[ejg528]

a quick update

Dan replied in literally about 5 minutes, with this:

"consider it solved,do not worry

Dan"

He cc'ed someone else at the Magic Jack company, so hopefully it'll get resolved. I checked the site and it's still not fixed, but I figure I'll give it a few days and either way I"ll get back to these guys (either thanking them for fixing it or letting them know it's still not fixed and maybe asking for an estimated timeframe for the fix!).

I won't literally lose any sleep over it, but I figure I'd just share this experience with everyone, as I have found this forum to be so very very helpful.

--ejg528

[ejg528]

I'd like to close this topic out.

I got a reply from Richard yesterday morning, apologizing and saying that the matter would be taken care of in 24 hours. I was suspect, since I had heard that before from online tech support.

Well, I waited 24 hours until this morning, and I am happy to report that my account has been updated! It now has the 2013 date on there that I paid for.

It's rather unfortunate that I had to "bother" the owner with something like this, but I don't expect to have any other problems. I realize that the network itself has had problems over the last few days, but I'm hoping that will stabilize over time.

Anyway, I just wanted to share with all of you. I guess the morale is, things will get done only if you get the right people involved.

--ejg528

[LikeMagic]

It's good news. Thanks for sharing.

I'm sure MJ is still learning how to do business as they roll out this new "telephone model". It's a starting pain but I do wish them the best and hope that they succeed!!

[QuiGonJohn]

What's Dan's Email Address? I have an issue I need to address with him.
Thanks!

BTW, my.magicjack.com is not working. I tried to login to check some things, no luck, Internal Server Error.

[ejg528]

Dan's e-mail address is in this posting - he actually referred me to Rikard Bone, whose e-mail address is also in the same posting:

http://www.phoneservicesupport.com/help ... -t747.html

THESE guys get things done. I wish Magic Jack had more help like Dan (the inventor) and Rikard.

Good luck!

--ejg528

[jaqie]

I. . . . as they roll out this new "telephone model" . . . .

New model? as in never done before?
Ever hear of asterisk? no? how about vonage? no? well maybe comcast's voip service? no? no wonder you think it's new.
MJ uses VoIP, they just encapsulate it and encrypt it and cheapen it up. it's not new, it's the same thing. Beans are still beans after they are refried.

[strndedinalska]

I had a similar problem with my two year deal, which concerned me, but they corrected it pretty quick after I started pestering Rashmi, Bruce, Mike, or whatever his name is this week. That made up for whatever concern I had in the beginning as the natural skeptic.

[LikeMagic]

I. . . . as they roll out this new "telephone model" . . . .

New model? as in never done before? Correct!
Ever hear of asterisk? no? Yes, I heard of it. Does it do like MJ? No!
how about vonage? no? well maybe comcast's voip service? no? no wonder you think it's new. Again, yes and yes. Do they do like MJ? NO!
MJ uses VoIP, they just encapsulate it and encrypt it and cheapen it up. it's not new, it's the same thing. Beans are still beans after they are refried.

New telephone model here means single small annual billing, $20/year business model. This is the new telephone business model as no business has ever done before. I was not talking about VOIP technology as a new telephone model.

[Steve20r]

I also got the five year deal, and it was not listed on my account. I talked to tech support by chat and she said something about getting an email? I have not received any email about it, I was going to wait until the one month trial is over then check back.

Anyways shouldn't it be 2014?

39.95 first year and MJ 2009
49.95 for five years 2014

That is what I was thinking? Anyone else do this and get the email?

[AlaninKY]

Steve20r, On March 17, 2008 I ordered one magicJack with a 5 year plan to give to my Father as a gift. It was delivered on March 25, 2008. I then received an e-mail on April 1, 2008 from magicJack with a Platinum Plan Claim Code. I have not yet traveled to my Father's home to install the magicJack and enter the Platinum Plan Claim Code in http://my.magicjack.com Instructions in the e-mail say "Log in using the email address and password you used to activate your jack. Under the ACCOUNT INFORMATION section you will find a place to enter your Claim Code and apply it to the jack..."



















instructions say

[Steve20r]

Thanks for the info AlaninKY,

Yea I know where to put the code, just need to get the email. Will check my old emails.

[dcshobby]

I ordered the Magicjack on April 3 and received tracking info and the platinum activation code on April 4th a day after I ordered. So they are probably catching up with old orders and all new orders are probably sent the code right away now I'm guessing.

[SpamBox]

5 year plans now. sweet or is this just for new subscribers?

[strndedinalska]

It's the four year plus the first year that equals five years. I think it's a newbie benefit because mine is the same as everyone else's when I log into my control panel.

[jeffnyc]

How much does it actually come out to per year if you factor in the cost of the jack?

[Steve20r]

I had the same problem getting the Promo code when I purchased my MJ. It took a lot of tech chats to get it but finally it did come and now my account reflects the extra years.

As for the poster above me here is the break down.

MJ $46.90 W/ Shipping

5 (really 4) Year Service $49.95

Total $96.85 / 5 years = 19.37 a Year

That comes out to a Whopping .053 cents a day, not bad.

Also I am not sure but I remember seeing that the five year service also covered any type of damages like Mj insurance for your unit. Does anyone have a screen shot of that?

[jeffnyc]

I had the same problem getting the Promo code when I purchased my MJ. It took a lot of tech chats to get it but finally it did come and now my account reflects the extra years.

As for the poster above me here is the break down.

MJ $46.90 W/ Shipping

5 (really 4) Year Service $49.95

Total $96.85 / 5 years = 19.37 a Year

That comes out to a Whopping .053 cents a day, not bad.

Also I am not sure but I remember seeing that the five year service also covered any type of damages like Mj insurance for your unit. Does anyone have a screen shot of that?

i like looking at it from a monthly perspective.... around $1.61 - that would be cheap even for the voicemail service alone

so most of us paid a total of $60 for 2 years.... $30 a year, and you guys who got in on the 5 yr promo are paying $20 a year, a difference of $10 a year, with less of a commitment - not sure if it is even worht trying to get it....

but with that said it would be nice if dan offered us early adapters a better renewal option to equivalate....like extend 3 years for $40-$50

[teddy_b]

but with that said it would be nice if dan offered us early adapters a better renewal option to equivalate....like extend 3 years for $40-$50

The option is there now... Login to your account on my.magicjack.com, and you will see 4-year renewal option for $49.95, as well as 1-yr for $19.95.

[jeffnyc]

but with that said it would be nice if dan offered us early adapters a better renewal option to equivalate....like extend 3 years for $40-$50

The option is there now... Login to your account on my.magicjack.com, and you will see 5-year renewal option for $49.95, as well as 1-yr for $19.95.

That kind of sux in the sense that I would be commited for a total of 7 years though....

[teddy_b]

jeffnyc,

I mistyped it - it's 4-yr renewal option, not 5 - so you'll only be commited to 6 years . And if you would be me and purchase only 1 year initially, you'll need to commit for 5 years total. But that's me - I'm going to renew for 1 more year when the time comes - what's the point to spend $30 more if MJ will only last another year or less?..

[johnlvs2run]

Thank you very much for hosting this forum. I was on the original MJ forum that vanished and thought there was no more connection between MJ and subscribers. Today a friend told me something about the "magicjack forum". I am happy to see this forum and assistance for MJ users.

However, my problem is whenever I check my account on my.magicjack.com, it says that my license expires on March 20, 2009 - exactly one year after I activated it. The problem is that again I purchased the 5-year plan, so I would expect this date to read March 20, 2013 - exactly 5 years after I activated it.

Likewise I signed up for MJ for TWO years in August of 2007. To date my account still shows one year.

ACCOUNT INFORMATION

Your license is active through AUGUST 02, 2008

I have been online with the virtually absent online chat for hours over time and very little response. Each time they finally have told me to "check back", but no correction has been made. This has gone on since last year, and my MJ account still is showing ONE year not two. I asked them a number of times, "is there a email where I can write to reach someone who can help me"? Their response is, "no, just check back here". I feel the online chat is a waste of time and NO help at all.

My account should be active through August 02, 2009.
Would someone please correct my account to August 02 of 2009, as I paid for two years.

[MyPlace8pm]

The tech can escalate your chat to a supervisor... "Jenny" resent my two (2) emails with the platinum codes when the rep said that I had to wait 24 to 48 hours. Unfortunately the rep didn't realize that the two (2) codes were for two(2) different magicjacks. Another problem is that you have to disable your pop-up blocker before you enter the plan codes or it will keep bringing you back to the same screen without updating the activation period.

I had no complaint about the product, it did everything that it promised except their tech screwed up my premium plan codes and entered both under one jack so that one jack expired 2017 and the other in 2009. After repeated chats with reps and supervisors and escalations, nothing was ever done to correct their error.

Today I logged in to my credit card account and noticed that a partial credit in the amount of $93.80 and not the $197.65 for the entire amount of the charge was posted. Upon calling my credit card company they provided the following phone number (561) 594-2140. When I tried to contact someone I was placed into voicemail and provided with a lenghty message and at the end was given a phone number (281) 404-1551. I was finally connected to a magicjack representative that explained that the original credit on the account was for the returned merchandise and a subsequent credit for the two 5 year premium plans would be forthcoming. The only amount $3.95 for express shipping would not be refunded. When I pressed the issue and stated that I had to pay to return the merchandise she added a note to the account stating that the total credit would include the $3.95 I had paid for express shipping when ordering.

I am still a little weary that magicjack will live up to its word but my credit card company has already disputed the entire amount and I have little to lose except another phone call or two to magicjack and my credit card company to conclude this matter.

To those of you that have kept your magic jacks I think you made a wise choice. It isn't a bad product for the $19.95 per year. For those who are not satisfied with the product and have been run through the ringer with magic jack chat and gotten nowhere, please use the link http://my.magicjack.com/returns.html to obtain your RMA Number and if you still get no satisfaction, call the (281) 404-1551 number and speak directly to a representative about returning your magic jack(s).

In the end, I hope they train their techs to better assist their clients, and I hope they've read the letter I sent with the returned merchandise and fire Glenda and Kenneth.