Magic Jack - Customer Service Disaster and Solution West Palm Beach Florida

To give you an idea of the mentality of the online chat customer service disaster, I copied and pasted my chat. As you can see the individuals working there are beyond brain dead. Collectively, they could not support a one man rock fight. Having said that, I have the telephone number to the billing department. I was told that they did in fact receive my returned Magic Jack and will replace the money into my account within 5 business days. Will post that the money was returned when it is in my account.

If you need the number to billing do a rebuttal to this posting so I can send you the telephone number.

Please wait for a site operator to respond.
You are now chatting with 'Heidi'
Your Issue ID for this chat is LTK419069444592X
Heidi: Hello, how may I help you?

James E. ****: I want to talk to a supervisor?
Heidi: Please allow me to assist you with your concern.
James E. ****: I ordered the magic jack and discovered that there are no area codes for Washington State and cannot keep my same telephone number. I returned the majic jack the day it arrived. I have a return receipt from the Post Office. Tracking number 7006 2150 0000 1071 8996 signed by Oax Gross

James E. ****: The $$$ were not suppose to be deducted from my account for 30 days and $$$ were taken. I want the money put back into my account.
Heidi: May I know if you are using a debit card please?
James E. ****: Credit Debit Card
James E. ****: Appears that Magic Jack used it as a debit.
Heidi: Do you mean that it is a credit card?

James E. ****: Can use it as a credit card or a debit card? What is the difference the money was deducted and should not have been. Especially since the magic jack was returned
James E. ****: 7/17/2009 ELECTRONIC DEBIT 19700 $119.90 CKCD DEBIT 07/16 00:00 MAGICJACK 561 594 21 7/17/2009 ELECTRONIC DEBIT 19700 $93.80 CKCD DEBIT 07/14 00:00 MAGICJACK 561 594 21

James E. ****: Above is a copy and paste from my bank account
Heidi: After your free 30 day trial, your credit card will be charged for the amount of the order you placed. The amount will be authorized on your credit card, but not charged until the end of your free trial period. If for any reason magicJack does not perform just as we say, you can return it to us during the first 30-days, and your credit card will not be charged.

Heidi: If you are using a Debit Card, we automatically get the money since we can't put a hold status for such transaction. However, we still keep that bill as Hold or Pending on our end. Debit Card users can still avail the 30-day trial period and will be refunded if the magicJack is returned before the trial period ends.
James E. ****: I understand. As you can see the money was deducted from my account. You now have the majic jack. When will the money be returned to my account?
Heidi: May I know when did you return the magciJac please?
James E. Vaughn: What does that matter I gave you the return receipt number when it was sent back certified -registered mail?

James E. ****: I want to talk to a supervisor
Heidi: 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 'Destiny'
Your Issue ID for this chat is LTK419069444592X

Destiny: Hi, This is Destiny.
Destiny: Would you mind giving me a moment to review your past chats?
James E. ****: I understand
Destiny: Thank you for waiting./
Destiny: May I know your email address please?
James E. ****: jvaughn50@comcast.net
Destiny: May I know the last 4 digits of your credit card please for order verification?
James E. ****: 3239
Destiny: Thank you.

Destiny: Please wait while I check that for you
James E. ****: Here is copy of the origional e-mail
James E. ****: Dear JAMES ****, Thank you for choosing the Plan. After activating your magicjack (simply plug it in), please click here or enter the following url into your browser. http://my.magicjack.com magicJack Order No: DT02854333 Plan Claim Code: ZRSU05ZWF2 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 you selected at the top. If you have any questions, please click here and a Tech chat representative will be happy to assist you. Yours truly, magicJack
James E. ****: Here is the second e-mail with another Plan Claim Code

James E. ****: Dear JAMES ****, Thank you for choosing the Plan. After activating your magicjack (simply plug it in), please click here or enter the following url into your browser. http://my.magicjack.com magicJack Order No: DT02854333 Plan Claim Code: NKXJQG8M7B 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 you selected at the top. If you have any questions, please click here and a Tech chat representative will be happy to assist you. Yours truly, magicJack
Destiny: Order Number: DT02854333
Destiny: Order Date: 07/14/2009
Destiny: Email: (((redacted)))

Destiny: Do you have a tracking number of the return Magicjack device?
James E. ****: Read above for the Tracking Number. Majic Jack was returned Certified - Registered mail. Signed for at Majic Jack by Oax Gross. Spelling might be off since the name is a scribble
Destiny: May I know if you receive an email confirming that we receive the returned device?
James E. ****: never got an e-mail

Destiny: We will send a confirmation email as soon as we receive the returned device.
Destiny: After that we will process the refund immediately. Would that be okay for you to wait for the email?
James E. ****: NO NO NO. I have a signed card from the post office that you received the magic jack. I live in Washington. The card was signed and had to be mailed back to me. That means you have had the majic jack for over a week.

Destiny: You need to wait for the email for us to process the replacement.
Destiny: Please do understand that we need that one.
Destiny: That is the Magicjack policy.
James E. ****: Need what one
Destiny: I am referring to the confirmation email.
Destiny: You need to wait for it.
Destiny: Can call the post office and ask them if they delivered the Magicjack to us successfully?
James E. ****: Think about it. You said that you would send a confirmation e-mail as soon as you receive the Magic Jack. I have proof that you have received it over a week ago.

Destiny: Yes, we will. All customers will receive a confirmation email if they returned the device.
James E. ****: I have the signed return receipt. PROOF that you received it. It has been over a week and no e-mail . I do not trust your return system.
James E. ****: I also do not believe that I am going to see an e-mail. PUT THE MONEY BACK INTO MY ACCOUNT.
Destiny: We will once you receive the Confirmation email.
Destiny: Hope you understand.

James E. ****: Give me an e-mail address. I will scan the return receipt from the Post Office and send it to you.
James E. ****: Send the confirmation e-mail now - while we are on line.
Destiny: Email: (((redacted)))
James E. ****: send to that e-mail
James E. ****: NOTE: I AM COPYING AND PASTING THIS CHAT TO A WORD DOCUMENT FOR MY RECORDS
Destiny: Okay.

James E. ****: HAVE YOU SENT THE CONFIRMATION E-MAIL. HAVE NOT RECEIVED IT.
Destiny: I did not send an email since we did not yet receive the returned package.
James E. ****: GET A HOLD OF SHIPPING AND RECEIVING. HAVE THEM VERIFY THAT THEY RECEIVED THE MAGIC JACK - VIA CERTIFIED MAIL TRACKING NUMBER 7006 2150 0000 1071 8996. I WILL WAIT FOR YOU TO DO THAT

James E. ****: HOW MANY TIMES DO I HAVE TO TELL YOU THAT I HAVE PROOF THAT YOU RECEIVED THE MAGIC JACK. I HAVE A SIGNED RETURN RECEIPT FROM THE POST OFFICE.
James E. ****: THE PROBLEM IS YOU SAY YOU DID NOT RECEIVE THE MAJIC JACK AND I HAVE PROOF THAT YOU DID. THAT IS THE PROBLEM. ANOTHER PROBLEM IS THAT YOU DEDUCTED MONEY WHEN YOU SAY YOU WOULD NOT DO SO. GET AHOLD OF SHIPPING AND RECEIVING NOW. SEND THE CONFRIMATION E-MAIL AND PUT THE $$$ BACK IN MY ACCOUNT.

Destiny: I perfectly understand your situation, however I believe we are keep on repeating the same process. I would like to ask permission to end this conversation with you. Thank you.
Chat session has been terminated by the site operator.

J****
Orting, Washington
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.