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May 15, 2013<br /> <br /> <br /> <br /> I too am totally unhappy with the service. Have four units, which worked as advertised until about two months ago. Have needed to replace three of them within two months. Still fighting for the third replacement after four weeks of no business service. See the last chat on 5-14-13 below: <br /> <br /> <br /> <br /> May 14, 2013<br /> <br /> <br /> <br /> To: Customer Service, Mr. Dan Borislow &amp; Local/National News,<br /> <br /> <br /> <br /> Please wait for a site operator to respond.<br /> <br /> <br /> <br /> You are now chatting with 'Nancy'<br /> <br /> <br /> <br /> Your Issue ID for this chat is<br /> <br /> <br /> Nancy: Hello, how may I help you?<br /> <br /> <br /> <br /> white: Need upper level, you can not assist me, too involved...<br /> <br /> <br /> <br /> Nancy: Okay<br /> <br /> <br /> <br /> Nancy: But before I transfer you can you brief me a little regarding wit you issue please?<br /> <br /> <br /> <br /> white: NO!<br /> <br /> <br /> <br /> Nancy: Hold on<br /> <br /> <br /> <br /> Nancy: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.<br /> <br /> <br /> <br /> Please wait while I transfer the chat to the best suited site operator.<br /> <br /> <br /> <br /> You are now chatting with 'Jocel'<br /> <br /> <br /> <br /> Your Issue ID for this chat is <br /> <br /> <br /> white: Management: I have four units of which three are Plus units. I have had huge problems with all three Plus units within the pass two months. Two have been replaced, and the 404-241-number is still needing the replacement unit shipped. Was promised this over three weeks ago, still not here. My request for all these problems you have caused me is as follows. I need service on all four units at the five years rate with NO cost to me. If I need to send this information on higher to get this resolve, then I will do so. You have put me out of business, seeing that all my numbers are my business lines. The following are the numbers in question: I spoke with Kyle yesterday evening, he is the only person that has shown some type interest to correct this simple issue. I see that somehow now people can leave messages, was not possible before for three weeks.<br /> <br /> <br /> <br /> Jocel: Hello. My name is Jocel. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.<br /> <br /> <br /> <br /> white: See message above...<br /> <br /> <br /> <br /> Jocel: Thank you for waiting. I'll be with you in just a moment.<br /> <br /> <br /> <br /> Jocel: I will be right with you.<br /> <br /> <br /> <br /> Jocel: I'm sorry for the delay. I'll be right with you.<br /> <br /> <br /> <br /> Jocel: Thank you for waiting. I'll be with you in just a moment.<br /> <br /> <br /> <br /> Jocel: Thank you for waiting, While.<br /> <br /> <br /> <br /> Jocel: May I know if you're using the magicJack PLUS as stand-alone(plugged to your router) or in your computer?<br /> <br /> <br /> <br /> white: Into router<br /> <br /> <br /> <br /> Jocel: Thank you for confirming.<br /> <br /> <br /> <br /> Jocel: Please unplug your magicJack and plug it back in after 2 minutes. I need to check your magicJack connection here in our servers.<br /> <br /> <br /> <br /> white: Understand, I have gone through all these trail and error and testing steps for oveer THREE WEEKS...THE UNIT IS NOT OPERABLE AND IS BAD, SO THAT IS NOT THE QUESTION. SEND THE REPLACEMENT AND DO IT NOW. ALONG WITH THE RENEWAL AS REQUESTED. DO I NEEDTO GO FUTHER?<br /> <br /> <br /> <br /> white: The not getting power, tested it with my ipad power supply...I have gone through all this.<br /> <br /> <br /> <br /> Jocel: One moment please...<br /> <br /> <br /> <br /> white: PLEASE DO NOT MAKE ME MORE UPSET WITH YOU THAN i AM RIGHT NOW, JUST FOLLOW WHAT I HAVE SAID TO RESOLVE THIS ISSUE, OR YOU ARE FORCING ME TO GO HIGHER.<br /> <br /> <br /> <br /> Jocel: I'm sorry for the delay. I'll be right with you.<br /> <br /> <br /> <br /> Jocel: I will be right with you.<br /> <br /> <br /> <br /> Jocel: Thank you for waiting. I'll be with you in just a moment.<br /> <br /> <br /> <br /> Jocel: I'm sorry for the delay. I'll be right with you.<br /> <br /> <br /> <br /> Jocel: I will be right with you.<br /> <br /> <br /> <br /> Jocel: I'm sorry for the delay. I'll be right with you.<br /> <br /> <br /> <br /> Please wait for a site operator to respond.<br /> <br /> You are now chatting with 'Dwight'<br /> <br /> <br /> <br /> Your Issue ID for this chat is <br /> <br /> <br /> Dwight: Hello, how may I help you?<br /> <br /> <br /> <br /> White: Was cut off from Jocel after waiting for many minutes...Please transfer me back to her now...O. Atlanta, Ga 30316. Dwight, just do as I have asked please, this is an ongoing issue and you can not handle it.<br /> <br /> <br /> <br /> Dwight: Please wait while I check that for you<br /> <br /> <br /> <br /> Dwight: Thank you for waiting.<br /> <br /> <br /> <br /> Dwight: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.<br /> <br /> <br /> <br /> Please wait while I transfer the chat to the best suited site operator.<br /> <br /> <br /> <br /> You are now chatting with 'Melina'<br /> <br /> <br /> <br /> Your Issue ID for this chat is <br /> <br /> <br /> Melina: Hello. My name is Melina. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.<br /> <br /> <br /> <br /> White: Please see above and follow these instructions...<br /> <br /> <br /> <br /> Please wait for a site operator to respond.<br /> <br /> <br /> <br /> You are now chatting with 'Dwight'<br /> <br /> <br /> <br /> Your Issue ID for this chat is <br /> <br /> Dwight: Hello, how may I help you?<br /> <br /> <br /> <br /> White: Was cut off from Jocel after waiting for many minutes...Please transfer me back to her now...O. . Dwight, just do as I have asked please, this is an ongoing issue and you can not handle it.<br /> <br /> <br /> <br /> Dwight: Please wait while I check that for you<br /> <br /> <br /> <br /> Dwight: Thank you for waiting.<br /> <br /> <br /> <br /> Dwight: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.<br /> <br /> <br /> <br /> Please wait while I transfer the chat to the best suited site operator.<br /> <br /> <br /> <br /> You are now chatting with 'Melina'<br /> <br /> <br /> <br /> Your Issue ID for this chat is <br /> <br /> <br /> Melina: Hello. My name is Melina. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.<br /> <br /> <br /> <br /> White: Please see above and follow these instructions...<br /> <br /> <br /> <br /> Melina: Please wait while I check that for you<br /> <br /> <br /> <br /> Melina: Thank you for patiently waiting.<br /> <br /> <br /> <br /> Melina: I did check your magicJack PLUS devices and as I checked it here, Phone Number: (<br /> <br /> <br /> Melina: Phone Number: (404) 241- is about to expire (05/16/2013).<br /> <br /> <br /> <br /> Melina: Phone Number: (678) 961- which is a replacement device will expire on 04/14/2014.<br /> <br /> <br /> <br /> Melina: Lastly, Phone Number: (678) 961- which is also a replacement device shows expired (04/14/2013).<br /> <br /> <br /> <br /> Melina:<br /> <br /> <br /> <br /> White: So?<br /> <br /> <br /> <br /> Melina: May I know if you are using the 4 magicJack PLUS devices?<br /> <br /> <br /> <br /> White: YES...WHY CAN YOU NOT FOLLOW MY INSTRUCTIONS AND GET THE LAST PERSON I WAS SPESKING WITH SO I WILL NOT GO THROUGH ALL THIS STUFF AGAIN?<br /> <br /> <br /> <br /> Melina: May I know if you are using the 4 magicJack PLUS devices?<br /> <br /> <br /> <br /> White: YES...WHY CAN YOU NOT FOLLOW MY INSTRUCTIONS AND GET THE LAST PERSON I WAS SPEAKING WITH SO I WILL NOT GO THROUGH ALL THIS STUFF AGAIN?<br /> <br /> <br /> <br /> Melina: I'm sorry for the delay. I'll be right with you.<br /> <br /> <br /> <br /> Melina: I did read your previous chats, and the issue is that you're still not receiving the replacement for the magicJack PLUS device with phone number: (404) 241-, correct?<br /> <br /> <br /> <br /> White: YES, YOU ARE SMART...<br /> <br /> <br /> <br /> White: Your Issue ID for this chat isManagement: I have four units of which three are Plus units. I have had huge problems with all three Plus units within the pass two months. Two have been replaced, and the 404-241- number is still needing the replacement unit shipped. Was promised this over three weeks ago, still not here. My request for all these problems you have caused me is as follows. I need service on all four units at the five years rate with NO cost to me. If I need to send this information on higher to get this resolve, then I will do so. You have put me out of business, seeing that all my numbers are my business lines. The following are the numbers in question: 678-961-, 404-241-, 678-961-,678-961-. I spoke with Kyle yesterday evening, he is the only person that has shown some type interest to correct this simple issue. I see that somehow now people can leave messages, was not possible before for three weeks.<br /> <br /> <br /> <br /> White: white: PLEASE DO NOT MAKE ME MORE UPSET WITH YOU THAN I AM RIGHT NOW, JUST FOLLOW WHAT I HAVE SAID TO RESOLVE THIS ISSUE, OR YOU ARE FORCING ME TO GO HIGHER.<br /> <br /> <br /> <br /> <br /> <br /> Melina: As I checked it here, only two replacement devices were processed. Only for phone numbers: (678) 961- and (678) 961-. Nothing for (404) 241-. If you wish to have it replaced, I can process you a free replacement magicJack device. You will only need to pay for the shipping and handling fee worth $11.80. Would that be okay with you?<br /> <br /> <br /> <br /> White: Smart, but not understanding...See above statement and my solid offer and request...NO COST TO ME...<br /> <br /> <br /> <br /> Melina: Unfortunately, I cannot waive the shipping and handling fee for replacement devices. It's a replacement policy.<br /> <br /> <br /> <br /> White: You have shut down business for me for three plus weeks. I do not have $11.80 to pay for anything<br /> <br /> <br /> <br /> White: So, you want me to take this above your level to get it resolved through Mr. Borislow?<br /> <br /> <br /> <br /> Melina: I fully understand you, Mr, White. I would feel the same if I were on your situation. If I could just waive the fee, I would. But, it's system generated. We cannot change it.<br /> <br /> <br /> <br /> White: Policy, it is there but can be worked around under extreme situations like this one.<br /> <br /> <br /> <br /> White: So, again, you are telling me to contact Mr. Borislow with my problem, when he is paying you to resolved issues?<br /> <br /> <br /> <br /> Melina: There's nothing that I can do if that's your decision. I am just following the company rules and with regards to replacement devices.<br /> <br /> <br /> <br /> White: Well, before I go, I need someone over your position, because I do no need to keep this going on, it has been over time; as it is over $11.80 plus some others not simply caring nor understanding the simple issue.<br /> <br /> <br /> <br /> Melina: You're currently chatting with a Supervisor and I am the last person you can talk with regards to your issue.<br /> <br /> <br /> <br /> White: No, you report to someone or is it Mr. Borislow himself?<br /> <br /> <br /> <br /> Melina: Sure, please write down your complaints and I will be making a report and will send it to our Higher Department.<br /> <br /> <br /> <br /> White: No, I need this handled NOW! I am without phone service and business dying more each day, Melina...<br /> <br /> <br /> <br /> Melina: Again, I am the last person you can talk with regards to your issue. We do not have any available Managers through chat.<br /> <br /> <br /> <br /> White: Well, call one on your trusted Magic Jack unit and get this handled NOW...<br /> <br /> <br /> <br /> Melina: We use Tech Chat to better assist you. By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too.This will provide the best Customer care experience and keep you most satisfied.<br /> <br /> <br /> <br /> White: What does all this have to do with resolving my individual issue right NOW?<br /> <br /> <br /> <br /> Melina: As explained earlier, we can't waive the shipping fee for the replacement device. Your request for free replacement is not possible, Mr. White.<br /> <br /> <br /> <br /> White: See if Mr. Borislow can handle this simple issue with his $11.80 plus four 5-year renewals since you can not, Melina...<br /> <br /> Melina: I apologize but that's not possible.<br /> <br /> <br /> <br /> White: All things are possible to them that trust in Him, so do not tell me it is not possible...You are breathing aren't you?<br /> <br /> <br /> <br /> Melina: Yes, but again your request is not possible.<br /> <br /> <br /> <br /> White: Good Bye, going elsewhere with this issue...<br /> <br /> <br /> <br /> Melina: I believe I have provided all the necessary information that you need. I will end this chat now. If you have any other concern, please don't hesitate to chat us back. Thank you.<br /> <br /> <br /> <br /> Melina:<br /> <br /> <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 /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> .


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