October 15, 2009 11:02pm by Steve | 
Cherry? I seriously doubt it.
Donald just submitted this Magic Jack “customer service” chat log to Ooine.com as a comment to my How to Uninstall Magic Jack post. It’s so lengthy and interesting that it deserves its own post.
After reading through the chat log, I can’t say that I side 100% with Donald. I understand his points, but he is clearly expecting too much from a chat conversation. It’s not like she had the authority to say, “You know what? You’re right, I’ll just go ahead and re-write company policy and implement it right now. I’ll call our ad agency and have them remove our commercial from the air immediately. Thank you for calling my attention to this sir, you are the first I’ve heard this from.”
Expecting a customer service agent on a chat line to respond satisfactorily to Donald’s level of complaint is remarkably far fetched. That being said, he does have valid complaints about the company, so I’ll go ahead and post the log.
—– begin —–
Please wait for a site operator to respond.
You are now chatting with ‘Eric’
Your Issue ID for this chat is LTK419081815422X
Eric: Hello, how may I help you?
Donald: I was wanting to find out why the magic jack is adertised on tv at multiple, different stores for 19.95, but when i went to buy one, it was 39.98?
Eric: The $19.95 is the renewal of license every year.
Eric: You need to purchase first the magicjack for $39.95.
Eric: That includes the first year of service.
Eric: After the first year, you will renew the license each year for $19.95
Donald: i understand that, but it is adertised for purchase on tv for 19.95. the commercial says nothing about a price of 39.95. Isn’t this EXTREMELY misleading to the public?
Eric: The advertisement has another price for it. But when you purchase magicjack from our site, it’s $39.95
Eric: They must be the retailer.
Donald: I just went to walmart and radioshack, and they both are selling it for the 39.95 price, why is this price not mentioned in your commercial’s?
Eric: Can I have the website of the commercial you mentioned?
Donald: It is a tv commercial
Donald: the only one you are running on tv
Eric: One moment please…
Eric: It’s stated there that $19.95 / year.
Eric: That means $19.95 every year but you need to purchase first the magicjack for $39.95
Eric: 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 ‘Cherry’
Your Issue ID for this chat is LTK419081815422X
Cherry: Hello, Donald . My name is Cherry. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Cherry: Please be informed that the $19.95 that is advertised is for the yearly charge of magicjack Eric and not the device.
Donald: my name is not eric, it is Donald. And the tv commercial is meisleading and what I and according to many on the web, false advertising.
Cherry: Sorry for that Donald.
Cherry: Which of it do you mean is falsely advertised?
Donald: Nothing on the commercial says anything about a 39.95 fee for the product and first year of service. it just says get the magic jack with the first years service for 19.95. Have you seen the tv commercials I am speaking of?\
Cherry: Yes, that is not what it meant Donald, the $19.95 is for the yearly fee.
Donald: Do you see how that is very misleading?
Cherry: I don’t think so Donald, because as what I have understand it shows that the $19.95 is for the service and not for the device.
Donald: It says nothing about the price of the device being additional. All it says is 29.95 for the magic jack
Donald: err 19.95
Cherry: I apologize for that but that is really not our price for the device Donald.
Donald: I now understand that, but your commercial is obviously being deceitful for a reason.
Donald: it is called bait and switch
Cherry: I understand how you feel about this Donald.
Donald: o is that it then?
Donald: so is tha it then?
Cherry: Yes Donald, you can return your magcijack for a refund just so long you’re still under the 30 day trial.
Donald: when does the thrirty days start? when I activate the jack, or from date of ordering? How long does it take to rec’v if ordered from your website?
Cherry: From the order date.
Donald: So how long does shipping take?
Donald: So agin, it is not truly a 30 day trial period.
Cherry: Delivery usually takes 5-10 business days from when it was shipped for Standard Shipping, and 3-5 businesses days for Priority mail.
Donald: so it is actually a 20-25 day trial period
Donald: Again, misleading
Cherry: That is how it works.
Donald: Your company obviously practices devious business practices. How long before you start jacking up the yearly fee?
Donald: How long is the 19.95/year price guaranteed for?
Cherry: The Gold plan can only be refunded if you wish to return a device un der the 30 day trial.
Donald: If I told one of my customers what your last statement to me was, I would be borderline of being fired.
Cherry: That is the policy Donald.
Donald: What about the 19.95 / year fee. How long is that yearly fee guaranteed for?
Cherry: Once it gets activated we can’t refund it back anymore, it’s only refundable if you return a device as well. If not then it can’t be refunded.
Donald: Let me try to make this a simple as possible for you. I buy the product. How do I know that the second year you won’t up the annually service fee to 59.95? What kind of guarantee’s do you have of future yearly service pricing of 19.95.
Cherry: You will be sent out an email as soon as you’re license is about to expire.
Donald: Again, what is your guarantee that you wont jack the price up the second or third year for the service from 19.95 / year to hypothetically 59.95 / year. Please stop dancing around the direct wuestion i am sking you?
Cherry: No we won’t Donald, our system does not lie.
Donald: Soi you can guarantee me the yearly service charge will never go above 19.95 / year?
Cherry: Yes
Donald: Will a copy of this chat be emailed to me?
Cherry: No, you can copy and paste it on your notes Donald.
Cherry: Please do not worry as I have recorded our chat making it very easy for the next tech to understand your concern if you may comeback again.
Donald: But then your company could say i doctored the chat. I would prefer you email me a copy of this chat from your company to me at [removed]
Cherry: We can’t email you a copy of the chat Donald, our email system is not available.
Donald: You are the first company i have ever had online chat with that did not VOLUNTARILY or Automatically send a copy of the chat session automatically. Obviously this is for a reason
Donald: If you can chat with me, email has to be available to you.
Cherry: No Donald, its just that our email system is not operating as of the moment.
Donald: Can i be transferred to an upper manager along with a transcript of this chat please?
Cherry: I can’t transfer you to anyone else here Donald.
Donald: Why
Cherry: I am not allowed to do that.
Donald: I was transferred to you
Cherry: Yes, they are allowed but not me,
Donald: I am sorry Cherry, but I just don’t believe that you have the authority to make the guarantee you just made to me, that is why i want someone from upper management
Cherry: I can’t transfer you to anyone else here Donald.
Donald: Noi disrespect, but i don’t believe you. What is your title and employee id or some way of identifying you other than by just “Cherry”
Cherry: I am Cherry Thompson.
Donald: How do I reach management? is there ena email address or a phone number I can call?
Cherry: No Donald, everything needs to be done here on this chat.
Donald: What kind of company has untouchable management?
Cherry: That is our policy.
Donald: OK. You leave me no other choice than to post this chat conversation on the internet for anyone that wants to look can see. Thank you for your mediocre assistance and i will continue to reach you management. Every company has a phone number.
Cherry: You are welcome.
Cherry: It was indeed a pleasure assisting you today.
Cherry: I hope I have somehow helped you with your concerns today.
Cherry: Have a good one and be safe always.
—– end —–
Tags: 
Category: 
On Saturday May 7th, 2011. I renewed the magicjack for more year through my credit card. Can you please confirm that with me. I can only receive incoming calls, but cannot call outgoing. Can you please call me to confirm and help me setup the line. You can reach me at 857 288-0554.
Thank you I am looking forward to hear from you soon.
Cecile
On the 26th April, Two payments was debited from my credit card account for the amount of $20.96 and $115.18
Please clarify these amounts.
I wiped my monitor with a soft cloth and those two amounts were clarified.
anyone in chst to answer me?
I have not used my magic jack for almost 2 yrs & my accout is still good till oct 30trh 2014;p[ls help me #1=restore my service; #2=change my address #3=Change my password I’m sooo Computewr Challenge I need HELP PLS in Tecghnical Support!!!!! I thank you very much I wish someone can help me over the Phone.thanks febe
I hope to hear from you soon my new cell phone no. is [removed] /// or you may text me PLEASE!!! THANK YOU= febe
i did not ok anyone to take payment out of my account this month.i want it refunded an service shut down i do not user this anymore.at this time.
I had a chat sesion this morning with Faye and my chat # is ltk436026212561x what we tried did not get my Mj working think i need a new one and when I e mailed Don he said i could do that when i had a chat secion, do not want to but any more time will renew another year if i get the thing working.
can I have a chat person
what do you mean moderation?
looks like no one workin today, so Mj is not a reliable source of a telphone as it is the only one I have…?
I need yuo send may passworples.
i was charged 46 dollars and 90 cents the same day they took 100 hundred seventynine dollars from my account and the magicjack has never been registered what can i do to get my money back. bad service.
I renewed the magicjack
Okay.
Do you have to have cable to use magic jack?
i renewed my magic jack last week and i can’t call out or receive calls on it it has a lot of static and skips in it. i don;t have dsl i am on wildblue sattalite i called the office and she said it worked fine from her end and she gave me a website to go to but he wanted to charge me $58.00 so i closed that website out.i rather talk to some one in person so email me with a phone# so i can explain whats going on.I would appreciate it thanks so much
Marjorie Buckner
I need you help me when i forget my email password . so Ican’t get password you send for me to sign in . My phone number is 7738887336.”on magicjack”
and my patent no . us d603,864 s .
waiting your answer !
thank alot .
I have moved and need to change my area code. Can you help me with this?
Please e-mail me the instructions. Thank you.
How long do I have to await an answer from your company? It’s been 4 days already.
My computer would not allow me to renew for year. I had the computer worked on and it is OK now.I renewed online with order number TS12334158. But meanwhile, they pulled my number and now I get anywhere. My number was 505 99- 3838 and I really want to keep this number. Con you look up the order numb er and get the big boys to reinstate me as a magicjack user. charge date was 10-08-2011, if that would help. I;paid for it with a credit card which you have the number.
I do not get the ringer working for in coming calls to my magic jack phone # 651-368-8068.
My order # TS12179202. My magic jack Phone # is 651-368-8068. Magic phone ringer is not working for incoming calls, though i turned the ringer tone to high.
g purchased two magic jacks, the second one is the plus and neither work. The magic jack plus which doesn’t need a computer, connects for a couple minutes and then disconnect. How do I register the device and maintain connectivity. I’m trying to use the device in Trinidad an island in the caribbean. I have several friends therethat use the device successfully, any suggestions.
All day I’ve been trying to use my majic jack but all I keep getting is how to order the service . Please try and assist me . Thank You
cant remember the pastword i registration with and it wont let me in without that how do i get that pastword?
Ibought a magicjack about one month i try to start got a password [removed to protect the ignorant] and a ref.id no.[removed to protect the ignorant] and i am still waiting for it work please help me to get it work
I DID NOT GET A PHONE NUMBER ITRY SEND ONE US DOLLAR BUT IT DID NOT GO LEAVE MY ACCOUNT
I can not get my contacts
I have Magic Jack and my phone number is [removed to protect the ignorant]. I got set up in July of 2011 and paid for a full year. Now Magic Jck plus came out and I would like to try that. Can I purchase the Magic Jack plus only, because I still have 7 months of service left. What can I do? How much is the magic jack plus per year after you get it set up? Is it still $19.95?
I paid $69.99 and was told I could use my home phone # then I added 5 years for another $99 only to find out to port my home phone # its a charge of $19.99 then I was told this is a one time charge . The next person I talked to said it is a charge of $19.99 plus $9.99 a year what is the truth and how can you get it to port my number. I am a bit angry.
why is it the magic jack plus is advertised for $19.95 a year for a 30 day trial and when I am ready to take the trial to submit my credit card information, it gives me a price of $69.95 plus $7.95 S & H. There are outlets that sell the magic jack plus for $39.95. Why the difference in price.
I have baught a Magic jack in 2010 May, but I lost it somehow, I want to have it again, may be with new updated Jack. How can I buy it n get a new updated magicjack?? Do I need the Old instrument of magic jack? or will I be given new instrument for updated magic jack? Pl reply me answer.
Thank u.
Daniel.
I have hooked up Magic Jack Plus as shown on package
and it does not work, how can I fix it?
I have a majic jack and I would like to get the plug in. Could u tell me how to get itÉ
Thanks
My majic jack doesn’t work with windows 7 and I have a new computer HP and I don’t know if maybe it is not compatiable with HP or the windows 7
Hi,
I do not understand about using magic jack w/o a computer,is there another piece of hardware that plugs directly into an electrical outlet, and then you plus your Magic Jack into the wall plug?? If so where do I get this electrical plugin that has a usb port to where I can install the MJ unit???
\Thank you
Lyn
some one change my code need another one number 7025164023
when you use an existing mobile house phone does MJ override the phone’s base station to prevent a long distance charge?
I have been using the magic for over a year and recently when I tried calling area 416 or 450 I can hear the callers but they cannot hear me therefore I have to use other means to make a call, which is an expense to me. I would therefore appreciate your assistance in getting this problem sorted out as soon as possible.
Thanks for your assistance
Just like Anita I too am havin problems gettin thru to area code 416, I can hear the persons but they cannot hear me . This is very frustrating because I have sick family there and they cannot afford to keep in touch with me. Please look into this matter and I’m happy to know that I am not the only one complaining about this area code. I anxiously await your reply. Thank You
I need to transfer my cell Numper to my majick account please assust
I moved to valdosta, Ga my phone # was (908)533-4358.I am try tryiny to get a new number in this area. Area code is 229. What shall I do.
Help
I am trying to get my dad’s magic jack working but aftering activating it, all we are getting is a “busy signal”. He and my mother are senior citizens and I do ot want to see them without a phone.
How can I get their phone working??
I want to renew my magic jack. It seems you have many
problems.I have had my own.Can I chat w/a MJ rep. I need to restore service ASAP. Since I have a device, the re-
newal rate should be $19.95. Am I correct. I want to keep the same tele.#248-747-8426.Please respond.
have Mj for a few years, worked well, then one day 4 months ago,it stopped working, but have dial tone ,smart phone,..but no calls in or out,, Tech support have given up on me.I also get messages on my computer with calls number that callers did call and left a number for ret calls? why so many messages and I cannot call in or out?
customer support said that they are in Palm Beach,only on computer, no phone help, but I thought they sell phones
i forgot my email add and password. can i change it?
i want to renew my account but i forgot my email add and password.how is that sir?
why is my magic jack plus cant receive a call?
I am trying to get my old phone number before I activate MJ. The Vonage people told me that I have to contact MJ and ask them to get my phone number…what???? I can’t call MJ. does anyone know how to insure that you can keep y our old number and how one does that?
I bougth service for five year with your company I try to set the magicjack and askenme for pass word when I set my pass word dont reconized my pass word I like to know how I can do or give me phone number to col to talk with some vary please help me to find my problem if no vary canot helpme I need to return my money