majicJack 6 yr advocate turns ENEMY , Internet
Six years of phone bliss went up in smoke today. On July 3, 2012 I purchased a majicJack Plus because I had received an email stating the older version would no longer be supported. I carried it around in my briefcase for a couple weeks after it came in the mail. I made sure the service that I had paid for would be carried over to the new jack.
On Saturday the 21st of July I installed and registered the new jack. I was able to call and receive calls just like before. I even purchased another 5 years of service.
Two days later I wanted to call my father and tell him he was a great grandfather of a baby boy. The phone was dead. I thought I would give it some time to correct itself. I did not have any luck getting through.
The next day on Tuesday afternoon I began an almost 7 hour live chat with 7 different reps. I explained and re-explained the simple problem. The keypad on the computer screen would appear for a moment and then a welcome screen would appear and block the keypad window. The welcome window wants you to plug in your majicJack or buy one. Every time I would click on the X in the welcome window the keypad also disappeared. I did the live chat with 2 reps before I realized I could move the window to view the dormant keypad. I was shuffled between 7 different reps. I suggested It may be a defective and got shuffled off to another rep. Each rep took time to review to case and would proceed to ask the same questions and try the same steps. I finally got a rep to agree the jack was defective. It would cost me $10.43 to ship it to me. I could not believe my eyes. Six years of bliss up in smoke.
I talked to 3 reps expressing my displeasure of having to pay shipping on a defective product. Each one shuffled me to someone that made me repeat my argument after they "reviewed the case". Not one person would guarantee I would not have to pay shipping if the second jack was defective.
7 hours later after crawling under the desk, connecting and disconnecting, plugging and unplugging, doing and undoing the remote operation, repeating and repeating and repeating, I gave in and paid the $10.43. After I confirmed all my shipping and credit info the rep asked if I still wanted to pay for shipping. My head must have looked like the old steam whistle. reply yes
May you have a better experience than I did. Please note I never used the words customer service. It should be Customer Shuffle Department
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