Magic Jack Customer Service Chat Log - Lauralee

Here is another Magic Jack Customer Service Chat Log for your reading pleasure!  These things are always so strangely interesting.  When you read it, try to look at it objectively and see who’s right and who’s wrong.

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Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with ‘Crystal’

Chat InformationYour Issue ID for this chat is LTK419085579833X

Crystal: Hello, how may I help you?

Lauralee Holley: I was talking to someone before and was disconnected or ignored

Lauralee Holley: Chat Information Please wait for a site operator to respond. Chat Information You are now chatting with ‘Mickey’ Chat Information Your Issue ID for this chat

is LTK419085575169X

Mickey: Hello, how may I help you?

Lauralee Holley: I ordered the magic jack online and I want to return it but it’s been more than 30 days

Mickey: CAn I have your magicjack number please?

Lauralee Holley: I dont know it because it doesn’t work

Mickey: One moment please…

Lauralee Holley: I tried many times to get it to work and it doesn’t

Mickey: Did you register it?

Lauralee Holley: I think so

Mickey: Is it plug in now?

Lauralee Holley: no it’s in the original packaging

Mickey: It’s not yet registered I guess.

Mickey: One moment please…

Lauralee Holley: Can it be returned being the fact it’s never been used

Lauralee Holley: Is there anything I can do to get a refund?

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

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

Chat InformationYou are now chatting with ‘Roy’ Chat InformationYour Issue ID for this chat is LTK419085575169X Roy:

Hello Lauralee. My name is Roy. To better assist you, let me put you on hold while I read your previous chat. Thank you.

Lauralee Holley: Is anyone there?

Roy: Yes.

Roy: Thank you for waiting.

Roy: May I have your sales order number please?

Lauralee Holley: would that be on the packageing

Roy: On your email confirmation.

Lauralee Holley: I’ll have to go check my email real quick

Roy: Sure thing.

Lauralee Holley: I don’t have the email

Roy: May I have your complete name and address please?

Lauralee Holley: how do I find that?

Roy: Your complete name and address that you’ve used when you place your order?

Lauralee Holley: oh I’m sorry.  [address removed by admin]

Roy: It’s okay. No problem.

Roy: Thank you for the information.

Roy: Please wait while I check that for you

Roy: Please confirm the information below.

Roy: Order Date: 10/05/2009

Roy: LAURALEE HOLLEY

Roy: [address removed by admin]

Roy: [address removed by admin]

Roy: US

Lauralee Holley: yes

Lauralee Holley: That is correct

Lauralee Holley: So can I get a refund?

Lauralee Holley: Is anyone there? If you cant help me is there a 1 800 number that I can call?

Lauralee Holley: hello?

Lauralee Holley: I pasted the conversation

Lauralee Holley: I just want to know if I can have a refund

Lauralee Holley: I’ve been trying to get a answer for an hour and a half

Crystal: You want to return your device right?

Crystal: Are you still with me, Lauralee?

Lauralee Holley: yes

Crystal: May I know where did you purchase the magicJack device?

Lauralee Holley: online

Crystal: May I know if you are still on your free 30 day trial?

Lauralee Holley: no I am not

Lauralee Holley: I never used it because when I tried to install it, it wouldn’t work

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

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

Chat InformationYou are now chatting with ‘Imarie’

Chat InformationYour Issue ID for this chat is LTK419085579833X

Imarie: Hello Lauralee. My name is Imarie. To better assist you, let me put you on hold while I read your previous chat. Thank you.

Imarie: I hope you can bear with me.

Imarie: Thank you for allowing me to review your previous chat session. Allow me to assist you with your issue.

Imarie: Would you mind if we will just replace your magicJack, Lauralee?

Lauralee Holley: I don’t want it

Lauralee Holley: this one doesn’t work why would a new one

Imarie: I understand that one but that’s all we can offer since your over 30 days already and we cannot issue a refund even if you send the device back to us.

Lauralee Holley: I NEVER USED IT

Imarie: I understand that one but we have a policy that we need to follow and I guess you are aware of it too.

Lauralee Holley: so i got transfered 4 times and waited and hour and a half to be told I am not going to get my money back

Imarie: May I know the issue you are having with your magicJack?

Lauralee Holley: when I tried to install it, it wasn’t working so I went to FAQ and it told me to buy a new phone because my phone was not compatable so I tried 8 different

phones and still the same problem I get a dial tone but the call does not go threw

Lauralee Holley: It doesn’t work so now I want my money back

Imarie: But you are over 30-days already, Lauralee.

Lauralee Holley: I don’t care I got sold a product that does not work

Lauralee Holley: and hasn’t worked since day one not day thirty

Lauralee Holley: I got scammed and ripped off

Imarie: I understand your concern but it was clearly stated in our FAQ section that you will only be refunded if you are still under 30-days.

Lauralee Holley: So basically your telling me that I am stuck with this thing that doesn’t work

Lauralee Holley: I paid money to your company for me to get nothing

Imarie: That’s why I offered you a replacement.

Lauralee Holley: Do I have to pay the shipping?

Imarie: We will pay for the the shipping for a RUSH for the new magicJack and you need to pay for the return postage of the OLD magicJack.

Lauralee Holley: Why should I have to pay anything?

Lauralee Holley: I refuse to pay anymore

Lauralee Holley: It is not my fault that it doesn’t work so why show I have to pay more

Imarie: Okay, then there’s nothing I can do about it. I already offered you all possible things and still you refuse.

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

Lauralee Holley: I want a manager or someone who can help me since you cant

Imarie: I am the highest person that you can deal with in this chat session.

Imarie: There’s no one higher than me already.

Lauralee Holley: How else can I reach someone besides the computer? Is there a phone number I can call?

Imarie: No, we only do chat support here, Lauralee.

Lauralee Holley: so whats 281-404-1551?

Imarie: That number is not related to our support. You are free to call that number to check if you can talk to a person.

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

Imarie: I have not heard from you in a while. Do you wish to continue this chat session?

Imarie: Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to chat with us again. Good bye

Chat InformationChat session has been terminated by the site operator.