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Original Comment I'm very upset, I purchased a 5 year plan with magic jack. I woke up this morning and my app for my IPAD wasn't working and this is the Excellent Customer Service I received from a Manager!Please wait for a site operator to respond.<br /> <br /> You are now chatting with 'Janna'<br /> <br /> <br /> <br /> Janna: Hello, how may I help you?<br /> <br /> Maxie: I'm having an issue with the magic jack app. It's giving me an error<br /> <br /> Janna: Thank you for addressing your concern.<br /> <br /> Janna: Glad to assist you with that.<br /> <br /> Janna: May I know the exact error message you encountered?<br /> <br /> Maxie: Network connection failure ( error 20)<br /> <br /> Janna: Thank you for that information.<br /> <br /> Janna: Is this your magicJack phone number <br /> <br /> Maxie: yes<br /> <br /> Janna: Thank you for the confirmation.<br /> <br /> Janna: I will do quick refresh here on your account. Please uninstall your magicJack and install it back in after 20 seconds.<br /> <br /> Maxie: No problem<br /> <br /> Janna: Thank you<br /> <br /> Maxie: Ok The next question i have is why did I have to pay for this app? I've never had to do that before. I purchased a 5 year plan.<br /> <br /> Janna: There will be a separate renewal for your magicJack device license and magicJack APP.<br /> <br /> Maxie: i understand, but i've never paid for this before<br /> <br /> Janna: Our magicJack APP is for FREE for download. However, there is an annual fee of $10 for it.<br /> <br /> Maxie: I've been using this app for 2 yrs and was never required to pay for it in the past<br /> <br /> Janna: One moment please...<br /> <br /> Janna: 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 'Chessy'<br /> <br /> Your Issue ID for this chat is LTK11153034844096X<br /> <br /> Maxie: Why are you transferring me?<br /> <br /> Chessy: Hi there. I am the Manager. I will assist you from now on.<br /> <br /> Chessy: Hang on<br /> <br /> Chessy: When you renewed the magicjack app, did you select &quot;Stay Basic&quot; or &quot;Upgrade to Preferred&quot;?<br /> <br /> Maxie: I understand your the manager, what I'm not understanding is why I was transfered to you without being asked to be transfered. This doesn't look good to the customer!To blind transfer someone, geesh!<br /> <br /> Chessy: When you renewed the magicjack app, did you select &quot;Stay Basic&quot; or &quot;Upgrade to Preferred&quot;?<br /> <br /> Maxie: I'mnot sure<br /> <br /> Chessy: Hang on<br /> <br /> Chessy: Thanks for waiting. As I have checked it here, your magicjack app has been long expired since last 04-24-2013 and because of that, it was deactivated. Renewing a deactivated app has a fee already and that's what you paid when you renewed it.<br /> <br /> Maxie: how has it been long expired I use it daily. It just started acting up today 01/01/2014!!!!!!!!!!<br /> <br /> Chessy: It expired last 04/24/2013 base from the records.<br /> <br /> Maxie: you say your a manager and i feel like I'm being frustrated more. Me the customer has told you I have been using this app on my ipad, and it stopped working today 1/1/2014, so there has to be some type og technical issues causing the system to deactivate accounts and making the customer pay for this app. have you tried to call or ask around about this issue?<br /> <br /> Chessy: That is the case Maxie. I have the record.<br /> <br /> Maxie: What do you mean this is the case? You said my app was deactivated on 4/24/2013, not true because i've been using it. i need this call escalated to someone of higher authority. I really don't care about your record simply because this app has been working. I purchased a 5 year plan with magic jack and I'm quite pissed right now!<br /> <br /> Maxie: This time please don't blind transfer me! I told you I was transfered to you without asking and you didn't address this issue or apoligize or anything!<br /> <br /> Chessy: I understand but to renew your app which has been deactivated, a fee applies and you have paid it already.<br /> <br /> Maxie: So what I should not had to pay for anything Chessy you are so rude. I can have the payment reversed don't tempt me! Please transfer me to your boss and I will no longer do business in the future with magic jack, and I am going to express this issue on all the social networking site about this. I'm sure you don't care, but the owner will!<br /> <br /> Chessy: What did I say that made me rude? I was just trying to explain it to you, Maxie.<br /> <br /> Maxie: Why are we talking I need your Boss! You know as well as I do If my app was deactivated on 4/24/2013 I wouldn't been able to use it. This is Bullcrap and you know it. How can someone use something that's been deactivated. You don't have great listening skills. Again please transfer me to your boss, I'm not into playing games with you!<br /> <br /> Chessy: We are the one who do the chatting. Please do not use that language or I will be forced to end this chat.<br /> <br /> Maxie: Excuse me what language? I didnt curse you, I need your boss , manager, supervisor anyone but you! Now please!<br /> <br /> Maxie: You want to end this chat, believe me I have copied this whole conversation and will be forwared to the President of this company!<br /> <br /> Chessy: I am the Manager, Maxie. I understand but to renew your app which has been deactivated, a fee applies and you have paid it already.<br /> <br /> Maxie: Transfer me you have a Boss!<br /> <br /> Chessy: We are the one who do the chatting. As I have checked it here, your magicjack app has been long expired since last 04-24-2013 and because of that, it was deactivated. Renewing a deactivated app has a fee already and that's what you paid when you renewed it.<br /> <br /> Maxie: Again you can't make or receive calls on an deactivated app. I have been doing both! Whats wrong with your reading and listening skills, you need to go back into training!<br /> <br /> Chessy: I will be right with you.<br /> <br /> Chessy: Thank you for waiting. I'll be with you in just a moment.<br /> <br /> Chessy: I'm sorry for the delay. I'll be right with you.<br /> <br /> Chessy: One moment please...<br /> <br /> Chessy: Thanks for waiting. You must have selected &quot;Upgrade to Preferred&quot; when renewing. We can try to cancel the transaction and renew again the app and select Stay Basic.<br /> <br /> Maxie: Maxie: I'm having an issue with the magic jack app. It's giving me an error Janna: Thank you for addressing your concern. Janna: Glad to assist you with that. Janna: May I know the exact error message you encountered? Maxie: Network connection failure ( error 20) Do that then!<br /> <br /> Maxie: Do thatbthen<br /> <br /> Maxie: Do that then!<br /> <br /> Chessy: Okay

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