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My Live Chat Conversation with MagicJack

 
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ryanmac
MagicJack Newbie


Joined: 26 Feb 2010
Posts: 5

PostPosted: Fri Feb 26, 2010 9:10 pm    Post subject: My Live Chat Conversation with MagicJack Reply with quote

I was unable to locate my addressbook.xml within MagicJack so I contacted support via Live Chat. I later discovered phoneservicesupport.com and found that I needed to downgrade the software to get it back. But here is my unedited, conversation with them... which lasted over an hour.


Chat Information You are now chatting with 'Ken'

Ken: Hello, how may I help you?

Ryan: Hi Ken, I'm trying to backup addressbook.xml although I'm unable to locate it.

Ryan: I have set Windows Explorer to show hidden files

Ryan: and have used Windows to search all drives for the file

Ken: Okay Ryan.

Ken: May I know if you have attempt to format the magicJack?

Ryan: No I have not

Ken: Okay.

Ken: May I know the operating system of your computer please?

Ryan: Vista Home Premium 32-bit

Ken: Please go to “Computer” and look for the 2 magicJack drives. Right click on those drives

and take note of the drive that has the “Format” option.

Ryan: OK, drive L: has the option to format

Ryan: Should I format it?

Ken: Please double-click on that drive then look for the “magicJack” folder and copy the file

named “Addressbook” then Paste it into your “Desktop”.

Ken: No Ryan, don't format.

Ken: You will loose your contacts list if you do that.

Ryan: There is only one file in that folder

Ryan: It's the autorun.ico

Ryan: Again, all hidden files are displayed

Ken: Please try to double click on the other magicJack drive.

Ryan: ok

Ken: And check if you see the file named “Addressbook”.

Ryan: When I double click the other drive, MagicJack restarts. When I "Explore" that drive

there are only four files present, and AddressBook.xml is NOT one of them

Ryan: (theyre all autorun related files)

Ryan: Should I download the MJ upgrade?

Ken: Please go to “Computer”. From the menu bar go to “Tools” and select “Folder Options”. In

there click on the “View” tab and make sure the option “Show hidden files and folders” is

checked then click “OK”.

Ryan: Seriously Ken? I told you three times that Hidden Files are displayed

Ken: Yes, sorry for that.

Ken: I forgot.

Ryan: Forgot? I can still see the last time on my screen. Ok, now what?

Ken: Now double click on your hard drive (usually called C:\). Click on “Users” then

“Application Data” then “Roaming” and look for the folder called “mjusbsp”

Ryan: ok, done

Ryan: and?

Ken: Please try to open the folder, and check if you see the file named “Addressbook'.

Ryan: there is no addressbook there

Ken: Please click the link to download and run the magicJack upgrade (applicable for both XP &

Vista):

Ken: http://upgrades.magicjack.com/upgrade/upgrade.exe

Ken: Please try to run the upgrade Ryan.

Ryan: ok, downloaded and installed

Ken: Okay.

Ken: Please go to “Computer”. Look for the magicJack drive that has a “Format” option, double

-click on that drive then look for the “magicJack” folder and copy the file named

“Addressbook”.

Ryan: I went back to all of those locations (L:\, K:\, and mjusbsp) still no addressbook.xml

Ryan: it has to be somewhere! when I installed the upgrade, it did say, "Loading Contacts"

Ryan: So, where are the contacts loading from?

Ken: One moment please...

Ken: I am transferring you to one of our top 10% agents as rated by our customers. Please hold

while I transfer you.

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Nicole'

Nicole: Hello Rayan. My name is Nicole. To better assist you, let me put you on hold while I

read your previous chat. Thank you.

Ryan: Hey Nicole

Ryan: Congrats on being in the top 10%

Nicole: Thank you.

Nicole: Would you mind telling me when did this issue start?

Ryan: Well, its the first time I ever tried to locate the file: addressbook.xml, so I guess

technically speaking the issue "started" today.

Nicole: Okay, what is the file that you want to back up?

Ryan: Take a minute to reread the last thing that I wrote to you.... addressbook.xml

Nicole: Oh, I see.

Nicole: Ryan, recently we have had an updates and upgrades with magicJack and addressbok.xml

is not yet visible meaning, you can't see that yet for now.

Nicole: That's why, you can't see that even how tried you look that up.

Ryan: Ok, so let's start over. I want to backup my Contacts. How do I do that?

Nicole: Did you format the magicJack already?

Ryan: No, I have not formated the magicJack

Nicole: Okay, good.

Nicole: So all of your contacts were still there?

Ryan: Yes, I have not made any changes. My contacts are listed. I simply want to back them up.

I used MagicJack's FAQ page to see how to do that, and it said....

Ryan: 1. Go to "Start" 2. Go to "My Computer" 3. In the Menu bar on top, Go to "Tools" 4. Go

to In "Folder Options" 5. Got to "View" Tab 6. Under "Hidden files and folders". 7. Click on

"Show hidden files and folders" 8. Click "Apply" 9. Click "OK" 10. Open the drive named

"Phone" or "Vista Only". 11. Open the folder called "magicjack" 12. Copy the file named

"Addressbook.xml"

Ryan: addressbook.xml is nowhere on my computer though. So, how do I back up my contacts?

Nicole: Did you follow that?

Ryan: No Nicole, I decided to read that FAQ, and waste a half hour talking to the slowest Live

Chat Support ever, without trying it. That was sarcasm. I did follow those instructions, and

AddressBook.xml is nowhere to be found, and that's why I'm talking to you. Ken tried to help

me find it, we upgraded the MagicJack software, and still no file. Then, you explained in

broken English that recent upgrades to MagicJack have made the file unviewable. So now that I

just recapped everything, how do I backup my contacts?

Nicole: Tell me the two drives under your COMPUTER.

Nicole: You should be seeing two drives one for CD drive and the other should be removable

disk drive or PHONE drive.

Nicole: Give me the drive letters.

Ryan: CD Drive (KSmile magicJack

Ryan: magicJack (LSmile

Nicole: Okay.

Nicole: Try to right click and let me know which drive that has the format option.

Ryan: L:

Nicole: Try to right click on that drive L

Ryan: OK

Nicole: And open the called "magicjack" folder

Ryan: magicJack folder is open

Ryan: (on the L: drive)

Nicole: Okay.

Nicole: Try to locate the addressbook if you can see.

Ryan: There is one file in there named, "autorun.ico"

Ryan: Before we proceed, can I ask you a question?

Ryan: Nicole, 10 minutes ago you wrote, "recently we have had an updates and upgrades with

magicJack and addressbok.xml is not yet visible meaning, you can't see that yet for now" So,

here's my question, why are you making me look for it?

Nicole: I want you to try that.

Nicole: With me.

Ryan: Try what?

Nicole: And we try if we can see that, nobody won't be hurt it we can try it, right?

Ryan: There is one file in there named , "autorun.ico"

Ryan: Try what? What do you want me to try? I don't understand what you're asking.

Ryan: I looked in the L drive

Nicole: Please right click the autorun.ico

Ryan: ok, this should be fun. Can't wait to see where you're going with this.

Ryan: then..?

Nicole: What do you see?

Ryan: Are you seriously asking what options I see when I right click on an image file? Do you

want me to upload the icon to Facebook and tag you in it?

Nicole: I right click on the autorun file on the cd drive and select properties. then select

to run it as an administrator

Ryan: Oh, you want me to right click on autorun the executable file on the other drive... not

the autorun.ico that you clearly stated above?

Nicole: Yes

Ryan: Ok, so I just ran autorun.exe as an admin.

Nicole: Yes, please.

Ryan: "Ran" is past tense.. so that means that I did it. If it were a question it would've

ended with a question mark, and I would've use the present tense, "run". I did already run it as an admin

Ryan: just now

Ryan: it restarted magicjack

Nicole: Good.

Ryan: Ok, what should that have done?

Ryan: The suspense is killing me

Nicole: That will let magicJack work correctly.

Ryan: ok, now that magicjack is "working correctly"... how do I back up my contacts?

Nicole: Hold on I will check your account here on my end.

Ryan: ok

Nicole: Thank you for waiting.

Ryan: No problem

Nicole: I'm sorry, Ryan just don't do that for now.

Ryan: That's what my account told you? Just don't do that?

Nicole: YOu might can't back up that yet due to what is ongoing here no our end.

Ryan: Hopefully this Live Chat has a survey at the end.

Nicole: You're welcome and have a goodnight

Ryan: I'll make sure to rate this session accordingly, as to keep you in the top 10 percent! (More sarcasm)

Nicole: Sorry;(

Ryan: Its ok Nicole, don't be sorry... you probably have a really good job for the country you're living in.
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PostPosted: Fri Feb 26, 2010 9:10 pm    Post subject: Magicjack support, tips, tricks, and hacks


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cdwaldron
Dan isn't smart enough to hire me


Joined: 26 Jul 2008
Posts: 107
Location: Tucson, AZ

PostPosted: Fri Feb 26, 2010 9:20 pm    Post subject: Reply with quote

go back under your rock. No sarcasm intended.
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MJ user since 7/08
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ryanmac
MagicJack Newbie


Joined: 26 Feb 2010
Posts: 5

PostPosted: Fri Feb 26, 2010 10:17 pm    Post subject: Reply with quote

cdwaldron wrote:
go back under your rock. No sarcasm intended.


wow... tough crowd!


Last edited by ryanmac on Fri Feb 26, 2010 10:39 pm; edited 1 time in total
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Nobody beats the Whiz!
Dan Should Pay Me


Joined: 26 Oct 2009
Posts: 559

PostPosted: Fri Feb 26, 2010 10:22 pm    Post subject: Reply with quote

ryanmac wrote:
cdwaldron wrote:
go back under your rock. No sarcasm intended.


Are you that bitter about being home alone with your unringing MJ on a Friday night? I posted my chat for Comedy purposes in the correct section of the forum... back off!

Btw, I'm much more left, liberal than you'll ever be... the only difference is that I have a sense of humor.


Don't dig your hole any deeper. You're not impressing anyone.


Wow.
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-One shot Magic Jack
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-Two shots Ooma (it's bigger)

Shaken, not stirred.

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JerseyJohn
MagicJack Newbie


Joined: 26 Feb 2010
Posts: 2
Location: New Jersey, USA

PostPosted: Fri Feb 26, 2010 11:04 pm    Post subject: Address Book Location Reply with quote

I had much the same Chat today looking for the addressbook.xml
I had 3 reps and over two hours
the first 2 did not know it had moved to the servers and is not
on the MJ device any more
They offered no advice on a way to do a bulk load. Crying or Very sad
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cdwaldron
Dan isn't smart enough to hire me


Joined: 26 Jul 2008
Posts: 107
Location: Tucson, AZ

PostPosted: Fri Feb 26, 2010 11:44 pm    Post subject: Reply with quote

No matter where they are posted, elitist xenophobic slurs are not appropriate. You may have the last word, left or right of center.
_________________
Holman TC5700 512/1gb
MJ user since 7/08
' bout ready to go Call Centric
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dj62
magicJack Apprentice


Joined: 13 Feb 2009
Posts: 10

PostPosted: Mon Mar 01, 2010 6:35 pm    Post subject: Reply with quote

That was hilarious, thanks for sharing. Not too sure why folks are beating up on you... We all know that support sucks, but we live with it for the cheap price, at least for now......
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Nobody beats the Whiz!
Dan Should Pay Me


Joined: 26 Oct 2009
Posts: 559

PostPosted: Mon Mar 01, 2010 7:08 pm    Post subject: Reply with quote

dj62 wrote:
That was hilarious, thanks for sharing. Not too sure why folks are beating up on you... We all know that support sucks, but we live with it for the cheap price, at least for now......


Mocking poor service is just good old fashioned low-brow fun.

Mocking someone's nationality and/or socioeconomic status with a tone of elitist superiority is tasteless.

Done under the guise of liberalism, it is perplexing, but also telling.
_________________
Enjoys a daily VOIP cocktail made from:

-One shot Magic Jack
-One shot TK6000
-One shot NetTalk Duo
-Two shots Ooma (it's bigger)

Shaken, not stirred.

Google Voice is the chaser.
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msiam
Dan isn't smart enough to hire me


Joined: 15 Nov 2007
Posts: 476
Location: WI

PostPosted: Wed Mar 03, 2010 12:19 am    Post subject: Reply with quote

Why didn't you just copy the damned Addy Book and call it done?? Oh.. I know .. You had to show off your masterful execution of the English Language.. Well.. You certainly impressed her.. Rolling Eyes Then, you had to show us your argument with 3rd world swet shop worker trying to make a living..yay..good job

Whats the chances I'll get flack back from this Lib when he sees my little tags at the bottom?? hmmm

Obama Supporters, Not good for much, but they are fun to watch as you push them down the stairs...
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techhound
MagicJack Newbie


Joined: 07 Mar 2010
Posts: 4

PostPosted: Mon Mar 08, 2010 6:57 am    Post subject: Re: Address Book Location Reply with quote

JerseyJohn wrote:
I had much the same Chat today looking for the addressbook.xml..... moved to the servers and is not on the MJ device any more


Sounds like our user experience has just been enhanced.

This kind of thing creeps me out, which is why I don't allow automatic updates to MJ. My addressbook.xml is still on my computer where it belongs.

I'm still using MJ.exe version 1.80.499.2 and don't have any immediate plans to upgrade.

TH
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Kenny2469
MagicJack Contributor


Joined: 22 Feb 2010
Posts: 70

PostPosted: Mon Mar 08, 2010 7:31 pm    Post subject: Reply with quote

It seems that this whole contact list thing is a big issue, whynot just forget about MJ's contact list and get a phone that you can store all your numbers in ??? Sounds less stressfull to me....
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