Report Abuse

Flag a comment for removal

Please use the form below to report a comment to us. We do our best to monitor user comments and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this comment to our attention.

Report Abuse

Original Comment After reading all the comments about magicJack customer service, I'll add mine. It is a fiasco. I wasn't given any reason as to why my account is under review, even after going through the whole registration process. A manager from live chat, called Junrex, who claimed to be in the top 10% of customer service managers, gave me the same runaround as the first livechat person called Nataly. He then accused me of lying about actually registering my device and choosing my own phone number. I've never been accused by someone in any customer service of any company of lying before. Besides, what is the purpose in lying when you've paid for a device that the company refuses to allow to work after they've already collected my money? <br /> The first livechat person, Nataly, kept promising to get me a manager (I lost count of how many times I asked for one) and then cut me off when I wanted some real answers as opposed to accepting the lame ones I was being given. I was concerned about my credit card being compromised, they weren't. More vague responses and run around. They weren't concerned that I had paid for a device that wasn't working because of issues on their end, of course they wouldn't admit to that because I was lying. And the manager, Junrex, thought his position as a top 10% agent made him special. Well, it would if you actually did your job and cared about the shoddy treatment of your customers by your subordinates. Whether the device actually ends up working isn't even of concern to me anymore. Dealing with a company with such terrible customer service is reason enough for me to terminate my business with them And I will.<br /> Here is the actual magicJack customer service chat:<br /> <br /> Please wait for a site operator to respond.<br /> <br /> You are now chatting with 'Nataly'<br /> <br /> Your Issue ID for this chat is <br /> <br /> Nataly: Hello, how may I help you?<br /> <br /> : A family member has tried calling me with my magicjack phone number and they get a message saying it hasn't yet been assigned to a magicjack customer. When will my magicjack phone number start working to receive calls?<br /> <br /> Nataly: May I have your magicjack phone number please?<br /> <br /> : <br /> <br /> Nataly: Thank you for that information.<br /> <br /> Nataly: Please wait while I check that for you<br /> <br /> : Thank you<br /> <br /> Nataly: Welcome. Please hold<br /> <br /> Nataly: As I have checked it here, phone number is already deactivated.<br /> <br /> : It is a number I paid for and chose when I registered my magicjack plus earlier today.<br /> <br /> Nataly: I see, please hold again, for I will check it for you.<br /> <br /> : thank you<br /> <br /> Nataly: Welcome.<br /> <br /> Nataly: Thank you for patiently waiting, as I have checked it here on our end, your account is under review. Our review department is doing their very best to resolved this issue. Since your account is under review, I suggest you not to make any purchases. For now, can you give me your best email address instead, in where our review department can notify you with whatever resolution they'd come up.<br /> <br /> : Why is my account under review?<br /> <br /> Nataly: I will be right with you.<br /> <br /> Nataly: We don't know the exact details of why your account is under review by the Review Department. We also don't know what is being reviewed, why is it being reviewed, how is it reviewed, and etc. The best thing that I can do here for you is to send a report and put it under URGENT status for the Review Department to work on this as quick as they can. I assure you that they are working on it as we speak. Right now, please don't do any changes with your account and also, don't make any online transactions or purchases with magicJack as to not delay the review. The Review Department is working on it right now so you don't have to worry about anything. All you need to do is to wait for the email confirmation from the Review Department. I am almost done with my report now and I would like to include your email address registered under your account which is and I'll treat this as the best email that you have for the Review Department to reach.<br /> <br /> : That is the correct email address. Has my credit card been compromised?<br /> <br /> Nataly: Since your account is under review, the order that you made was not charge to your card.<br /> <br /> Nataly: Is there anything else I may help you with today?<br /> <br /> : You aren't telling me if my credit card has been compromised. Is this why you are telling me not to make any purchases?<br /> <br /> Nataly: I cannot give you the reason as to why your account is under review because I do not have full access to your account. Rest assured all the details that you need to know will be included when our review department emails you regarding the review on our account. This will be processed as soon as possible.<br /> <br /> : I would like to speak with a manager or supervisor please.<br /> <br /> Nataly: Okay, even if I will transfer you to a supervisor they will tell you the same thing that I have told you.<br /> <br /> : I'll wait for a manager or supervisor thank you.<br /> <br /> Nataly: Okay, Please hold.<br /> <br /> Nataly: Thank you for waiting, as of the moment our supervisor is not available, Would you like me to explain it to you further?<br /> <br /> : I want to know why my account is under review, is my credit card compromsied and why is there a problem?<br /> <br /> : If you can't tell me more than you have, I want to speak with a manager.<br /> <br /> Nataly: Okay, let me explain.<br /> Nataly: Since your account is under review Beth, the order that you made was not charge to your card.<br /> <br /> Nataly: Is there anything else I may help you with today?<br /> <br /> : You aren't telling me if my credit card has been compromised. Is this why you are telling me not to make any purchases?<br /> <br /> Nataly: I cannot give you the reason as to why your account is under review because I do not have full access to your account. Rest assured all the details that you need to know will be included when our review department emails you regarding the review on our account. This will be processed as soon as possible.<br /> <br /> Beth: I would like to speak with a manager or supervisor please.<br /> <br /> Nataly: Okay, even if I will transfer you to a supervisor they will tell you the same thing that I have told you.<br /> <br /> : I'll wait for a manager or supervisor thank you.<br /> <br /> Nataly: Okay, Please hold.<br /> <br /> Nataly: Thank you for waiting, as of the moment our supervisor is not available, Would you like me to explain it to you further?<br /> <br /> : I want to know why my account is under review, is my credit card compromsied and why is there a problem?<br /> <br /> : If you can't tell me more than you have, I want to speak with a manager.<br /> <br /> Nataly: Okay, let me explain.<br /> <br /> : I'm waiting. Is this going to take much longer?<br /> <br /> Nataly: I understand what you feel on this. Would you allow me to make a follow up report so we can assess things out and fix this as soon as possible? This would not harm any of your credit card as well, it's the security purposes made this and all we need it so work on it for you as well. Nothing to worry for someone would get back to you through email as soon as everything would be corrected as well.<br /> <br /> : I want this resolved now. I want to speak with a manager.<br /> <br /> Nataly: To resolve this, we need to wait for an email coming from the review department. Nothing to worry, since I already make a follow report on this issue, the review department in is working on it.<br /> <br /> : Stop telling me not to worry. I want to speak with a manager.<br /> <br /> Nataly: One moment please...<br /> Nataly: I understand what you feel on this. Would you allow me to make a follow up report so we can assess things out and fix this as soon as possible? This would not harm any of your credit card as well, it's the security purposes made this and all we need it so work on it for you as well. Nothing to worry for someone would get back to you through email as soon as everything would be corrected as well.<br /> <br /> : I want this resolved now. I want to speak with a manager.<br /> <br /> Nataly: To resolve this, we need to wait for an email coming from the review department. Nothing to worry, since I already make a follow report on this issue, the review department in is working on it.<br /> <br /> : Stop telling me not to worry. I want to speak with a manager.<br /> <br /> Nataly: One moment please...<br /> <br /> Nataly: even if i transfer you to our supervisor or manager, still they would inform you same thing over.<br /> <br /> : Get the manager<br /> <br /> Nataly: I respect your decision, however I need your full cooperation in order for me to resolve your concerns, however if you don't cooperate I am forced to end this session.<br /> <br /> Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat<br /> Please wait for a site operator to respond.<br /> <br /> You are now chatting with 'Nataly'<br /> <br /> Your Issue ID for this chat is <br /> <br /> Nataly: Hello, how may I help you?<br /> <br /> : I was cut off my Nataly. I would like to speak with a manager. I have been treated very disrespectfully.<br /> <br /> : Please get me a manager.<br /> <br /> Nataly: I believe that I have already provided you all the information needed; I would like to ask permission to end this conversation with you. Thank you.<br /> <br /> Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchatPlease wait for a site operator to respond.<br /> <br /> You are now chatting with 'Jordan'<br /> <br /> Your Issue ID for this chat is <br /> <br /> Jordan: Hello, how may I help you?<br /> <br /> : I would like a manager please.<br /> <br /> Jordan: One moment please...<br /> <br /> Jordan: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.<br /> <br /> Please wait while I transfer the chat to the best suited site operator.<br /> <br /> You are now chatting with 'Junrex'<br /> <br /> Your Issue ID for this chat is <br /> <br /> Junrex: Hello. My name is Junrex. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.<br /> <br /> : Are you a manager.<br /> <br /> Junrex: Yes, I am.<br /> <br /> Junrex: One moment please...<br /> <br /> : Thank you.<br /> <br /> Junrex: You're welcome.<br /> <br /> : By the way, Nataly cut me off from the live chat twice and continually refused to get a manager for me. She wasn't answering my questions or addressing my concerns. I kept getting vague answers that I was hoping a manager could take care of. I don't appreciate that she treated me so disrespectfully.<br /> <br /> Junrex: I'll take note of that. I'm still checking on your issue here. Please stay with me. Thank you. <br /> <br /> Junrex: Thank you for waiting. Based on your previous chats. It seems that your main concern is about your account being under reviewed, correct?<br /> <br /> : Why is it being reviewed? Nataly said not to make any purchases, so is my credit card compromised? And why is the magicjack phone number I chose not working?<br /> <br /> Junrex: My apologies, but regardless of what you say. Our only option here is to wait.<br /> <br /> : You are a manager. Can you please get with the review department to speed this up? This is ridiculous.<br /> <br /> Junrex: Yes, I will personally make a follow up report. Rest assured this will be prioritized.<br /> <br /> : So what is it that happens when you make a follow up report and how does this get me to using a service I've already paid for?<br /> <br /> Junrex: I will be right with you.<br /> <br /> Junrex: Looking on your account here. Your magicJack is still unregistered. Which means it's service is not yet activated. Your service will start upon successfully registering your device.<br /> <br /> : I already registered the device and even picked out a phone number, including inputting my credit card number. The number I chose was <br /> <br /> Junrex: No, your device is not yet registered. Each newly ordered device has a free 30 minutes test call. Which will give you a random phone number.<br /> <br /> Junrex: As I have checked here, your device is NOT yet registered.<br /> <br /> : I registered my device. I put in the security code from my credit card to pay for a phone number I chose, the one mentioned above. I went through the whole registration process. It may not being showing up on your end, but, its not because I didn't go through the process.<br /> <br /> Junrex: That is not what I am seeing here in our end. It is up to you if you believe me or not. What I am stating here are facts. I will not be on this position if I lie to customers.<br /> <br /> : I'm not saying you are lying. I have only told you facts about what I did on my end. So what can you do as a manager to make sure this goes through?<br /> <br /> : If there is a glitch somewhere, you must be able to track that down.<br /> <br /> Junrex: The least I can do here is to make a follow up report. Being a manager has its perks but also has limitations.<br /> <br /> : I just want you to know I went through the registration process and even got an email with my registration activation code from magic jack<br /> <br /> : I then went in and created my own password to login to my magicjack account.<br /> <br /> Junrex: I understand. Rest assured we will look into this. You will be updated via email or you can chat us back to check.<br /> <br /> : I would appreciate hearing from you personally that this has been resolved. Is that possible?<br /> <br /> : By using my email address?<br /> <br /> Junrex: Yes, the email address we have on file is <br /> <br /> Junrex: Please check.<br /> <br /> : Thank you.<br /> <br /> Junrex: You are welcome.

Feedback

Your Name

Your Email

Verification