Archive for August, 2009

MagicJack Call to Free Conference Call not Placed to 218-339-2500

August 26, 2009

Just trying to call in to a free conference call number from my MagicJack. Trying to call 218-339-2500. I’ve done it before. Get a recorded message that says to call 305-848-8888 (which appears to be a free conference call service controlled by MJ). So, I can’t call in to the original conference call…my phone call has been hijacked!

Get on a chat with MJ “customer support.” Here’s the chat log. I’m thinking I’m going to have to register a complaint with the FCC or something. I doubt I’ll ever get a return call on my problem. What do you think?

Please wait for a site operator to respond.

You are now chatting with ‘Garnet’

Your Issue ID for this chat is LTK419075471946X

Garnet: Hello, how may I help you?

Russell Wright: Why can’t I place a call to a conference call number? Magicjack hijacks my call and prevents me from dialing in.

Garnet: Hi Russell.

Garnet: May I know if you are the host of the conference call?

Russell Wright: No, I am not the host. I am just trying to dial in.

Garnet: I see.

Garnet: May I know if the host is a magicjack user?

Russell Wright: MagicJack seems to want to direct me to their “free service.” I’ve never had a phone call hijacked before.

Russell Wright: Have no idea if the host is a MagicJack user. How would I know?

Garnet: One moment please…

Garnet: May I know if you have tried joining a conferece call before?

Russell Wright: Yes, I have joined conference calls before. That’s part of my job. I get on conference calls all the time.

Garnet: I see.

Garnet: One moment please…

Garnet: Dial 305-848-8888. A Voice prompt will say ” Welcome to the magicJack Free Conference Service. Press 1 to join a conference room

Russell Wright: and…?

Garnet: You may use the access code for any future conference calls as well.

Russell Wright: Hold on! Have you answered my question? Why will my call I’m placing to a conference call not be completed? How do I make it work? I have no need for another number to call. I want my original call to go through as dialed.

Russell Wright: I hope that’s not too hard to understand…

Garnet: Okay

Garnet: One moment please…

Garnet: After dialing 305-848-8888. A Voice prompt will say ” Welcome to the magicJack Free Conference Service. Press 1 and please follow the voice prompt.

Russell Wright: Are you a person or a machine? You just repeated the same thing without answering my question.

Russell Wright: How do I get my call to go through to the number (218) 339-2500? Can you answer that question?

Garnet: Yes, I am.

Garnet: May I know if you were able to hear the voice prompt?

Russell Wright: Only if you will answer my original question. How do I get my call to go through to the number 218-339-2500?

Garnet: One moment please…

Garnet: 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 ‘Yvonne’

Your Issue ID for this chat is LTK419075471946X

Russell Wright: Yvonne–How do I get my call to go through to the number 218-339-2500?

Yvonne: Hello, I am Yvonne. I will be assisting you.

Yvonne: How are you, Russell?

Russell Wright: Not very good, thank you.

Yvonne: I can understand your frustration with the issue. I am here to help. Let me just make a clarification. YOu are trying to join a conference call on this mj phone number: 218-339-2500?

Russell Wright: For the past several months, I have used MJ to join conference calls for my work. Most of these conference calls are set up by others using a free conference call service not of my choosing. Today, when I tried to join a conference call using my MJ to dial in, I get an “Important announcement” message that Magic Jack cannot dial in to the call and re-directs to a magic jack conference call service. I am unable to join the conference call through this MJ service. Since I do not set up the conference calls, it is impossible for me to change the service used for the conference call and I am unable to use my MJ to join the conference as I used to be able to do.

Russell Wright: Yes, I am trying to join a conference call at that number.

Yvonne: Thank you for telling that to me.

Yvonne: I just escalate your issue to our engineers. Please rest assured that your problem is being looked into even as we chat. We appreciate your patience. I will mark it priority for the concerned department. We hope to resolve the problem as fast as possible. We will resolve this on our end. We will update you at your email address as soon as we have this issue resolved. Is the best email to contact you?

Yvonne: Contact Email Address xxxx@yyyy.com

Russell Wright: Yes, that email is fine.

Yvonne: Thank you for the confirmation.

Yvonne: We will work on this as fast as we can.

Yvonne: Thank you for your cooperation and patience. I really appreciate it. Would that be all for now, Russell?

Russell Wright: Yes, will you send me a record of our session?

Yvonne: Thank you for asking.

Yvonne: I am afraid I cannot send you our chat transcript. May I suggest that you copy and paste it and save that to MS Word document or to notepad.

Yvonne: .

Yvonne: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again!

Yvonne: Have a great day to you and your family, Russell. Take care always 🙂

I have since filed a complaint with the FCC (Complaint #09-C00151199) using this form https://esupport.fcc.gov/sform2000/new_complaints.action?request_locale=en