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Formule su propia pregunta a Ing. Navas
Ing. Navas
Ing. Navas, Ing. en Electrónica
Categoría: Informática
Clientes satisfechos: 1985
Experiencia:  Especializado en HW, SW e Infraestructura de Redes.
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I have a Majic Jack Plus which was purchased in May and activated

Pregunta del cliente:

I have a Majic Jack Plus which was purchased in May and activated in June. It had been working just fine but this weekend I tried to use it as I usually do without a computer and it doesn´t work. I plug it into the router and the phone jack is plugged into the device but I don´t get any dial tone. I have tried plyugging it into the computer directly like the old majic Jack works but that doesn´t work either. What am I doing wrong? Incidentally, the blue light on the Majic Jack Plus does come on but the little lights next to the Internet plug do not.
Enviada: hace 3 año.
Categoría: Informática
Experto:  Ing. Navas escribió hace 3 año.
Estigia :

HI!, my name is***** assist you!

Estigia :

Have you try to use these Magic Jack attached to your computer?

Customer:

yes but I don´t get a dial tone. In fact when the number pad comes up my majic Jack phone number is ***** on it either.

Estigia :

Do you receive a error code or message?

Customer:

No. the page that says Don´t have a Majic Jack? comes up and I cannot proceed.

Estigia :

...ok, uninstall the software and install it again, and see if the message still shows.

Customer:

OK

Estigia :

I'll be here, try and let me know!

Estigia :

When did you renew your subscription?

Customer:

I did that and upon reinstalling it the pad comes up for dialling but then the page that says INSERT YOUR MAJIC JACK TO MAKE CALLS

Estigia :

...the software is not recognizing the hardware, ¿when did you purchase your MagicJack?

Customer:

This new majic Jack Plus that I have has a new subscrption and a new number. I still have my old Majic Jack which I believe still has another year left on it´s subscription.

Customer:

The Majic Jack Plus was purchased in May

Estigia :

...ok, your hardware is not working, I need you to contact your seller to arrange a warranty replacement.

Customer:

Ok but the device was purchased in Mississippi and I live in Mexico-is there anyone in Guadalajara, Mexico who carries Majic Jack products and would the warranty be good even though the device was not purchased in this country?

Customer:

What could have happened to make it so that the device no longer works without the computer? I had used it several times without any problem.

Estigia :

...about the USA to Mexico warranty, we have to check your subscription and check it, as well click over here: https://service.liveperson.net/; fill up the form and consult about it, the same for the tech services in Mexico, Customer Care can inform you about them, click in the link.

Estigia :

About the failure, make sure to attach a surge protection, is well known the electrical problem in latin america.

Customer:

I always use a surge protector

Estigia :

...is it grounded?

Customer:

Yes

Estigia :

...in this case it might be a defective unit, keep using your magicjack with your surge protection to ensure a long life for your device!

Customer:

So there is nothing that can be done except try to get a refund? Do you know how I can contact Majic Jack to ask them how to go about this?

Estigia :

...yes, contact customer care: https://service.liveperson.net/

Customer:

Thank you for your help. Just one more question. Do I understand correctly that i will be charged 270 pésos for the questions you have answered even though the problem could not be solved?

Estigia :

...no, the charge is for the use of our service and the information provided, but is up to you.

I juts can askyou to rate the quality of my service!

Customer:

Ok. Thank you for your help.

Estigia :

...you are so well come!

Estigia :

...you have indicated that you need further assistance.

Could you tell me more about it?

What problem you encountered?

Customer:

I must have clicked the wrong face. You were so kind as to answer my questions-there just wasn´t any technical solution and I will have to deal with Majic Jack to try to get a replacement of the defective device. Again, thank you for you time.

Estigia :

...Thanks!

Estigia :

it's fine!

:-)

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