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Ben of Katy TX (12/30/08)
I went to the MagicJack web site. They had an offer to try the MagicJack for 30 days without charge. I started filling out the order form. When I got to the last page, which very clearly said 'Confirm Order', I noticed that it said they were going to charge my credit card right away, not in 30 days as the previous page had said. So I closed the browser. Did NOT click 'Confirm'. Later that day I get an email saying they were confirming my order and had charged my credit card. The email said I could reply to the email if there was a problem or needed to make a change.
I replied to the email, stating that I did not confirm this order nor do I want the order. The email bounced back saying that the email account was not valid. I tried going to there chat. I told the girl 7 times (no exageration) that I wanted the order reversed an my money refunded. She then asked, 'Would you like me to cancel this order?' I told her yes, for the 8th time. She said it would be taken care of. Guess what? It wasn't.
I had to go back the next day, to the chat, and go through the entire thing again. They tell me again that it has been cancelled and I wil get my money back. I am still waiting. As far as I am concerned, this is theft. I did NOT give approval for the charges or the so called order. STAY AWAY FROM THIS COMPANY! There is no one to talk to, other than the stupid chat window. I did however manage to shame a phone number out of one of the girls. I haven't tried it yet but she claims it is for their billing department.
They took my money without my permission. I feel violated.
Howard of Vermillion SD (12/17/08)
I ordered the magicJack in Aug6,2008.It came within a few days and I have had problems with it almost from the beginning.It dials the number then hangs up or completes the call then hangs up during the call.I have tried 2 different phones.I have tried every usb port on my computer.I have gone into device manager on my computer to see if my usb ports were working properly(they were)I practically checked out my whole computer to make sure everything was working ok (it was)I have spent about at least 6 or 7 hours chatting,repeating the problem over and over and over, ad infinitum (that's another thing.It takes forever to get a person to chat with because when you click on live chat, it keeps redirecting you back to their sales pitch page)I have downloaded fixes,deleted stuff from the registry,restarted magicJack,restarted my computer etc.etc.I have asked them to replace it several times to no avail.I don't think they know the meaning of the word service.I really don't want to deal with them any more.
I thought their device was going to be a blessing to me due to the fact that my only income is a small Social Security check and I really can't afford to buy things that don't work.Instead it has almost been a curse because of all the wasted time and grief that I gone through.Now I will be without a phone,except for my cel phone which I have to use very sparingly because I can't afford to minutes except once a month.THANKS A LOT magicJack
Irma of Fort Recovery OH (12/12/08)
i ordered a magicJack by phone from an infomercial on t.v. i gave my credit card discover no. i received the item and was promised 30 days free trial. well when i received my credit card statement the bill was charged on it plus another yr of free calling. the phone worked for the 30 days and now i can not call anyone. i have spent over 10 hrs on live chat because that is the only way you can communicate with them. some don't even use correct english. i have run all the things they tell me too and still no phone. i ask them to send me another magicjack and they wanted my card no. i asked them if the last 4 nos. would be okay and the chat person said no. so they checked if they could find the order and it is not in their system. i called my credit card co. and they are doing and investigating. so buyer beware. hope i can get this resolved.
Alan of Edmonton AB (12/04/08)
This is not so much a complaint but a bit of a guide for dealing with this company. I purchased two Magic Jacks in April 2008, the first of which was entered as an order for two. In anger I attempted to contact the company to straighten it out. I was met with completely robotic, scripted responses to every question I asked, and it required many hours of repeated chats until I got someone who gave me the impression that everything was fine. It turned out that my order was cancelled completely. I then turned to a Canadian reseller of the Magicjack and placed an order with them. Despite paying a higher S&H charge I got the first Magicjack and after trying it and liking it ordered a second one directly from the company. This order was completed properly.
The reason I am writing this is to give a little insight so that no one endures the hell I did and benefits as I have from it.
Be sure that the online order form or robot phone service is done perfectly. It is not the most well designed system. If done properly the credit card used will be charged exactly 31 days after the date the order was filed.
There is a mechanism in place for tracking the order. If it shows as been shipped then it is a case of wait and see. If it does not show as being shipped after 48 hours then it is reasonable to use the LivePerson (I think this is an outsourced customer care company) chat. If the agent (or robot) does not satisfy you try another.
Also, keep in mind how little you really pay and what you get. It may be apt to have an older used computer (preferably XP) just for servicing the jack. You really get more than what you pay for despite the terrible customer service.
I gave my first jack to a family member who does not have a landline. It has saved him immensely on cellphone minutes.
Wasted time dealing with people who appear robotic (I am still not sure if they were human or AI) but otherwise I like it and am likely to buy another.
Todd of Jordan NY (11/30/08)
I ordered a MagicJack from their website and there was a problem with the order in that i didn't receive a receipt or a confirmation from them. I contacted customer service only two hours after I placed the order and asked to cancel my order. The customer service rep said, No problem. I thought the situation had been taken care of. Two days later, I get an email with a receipt number telling me that the product is being shipped to me.
I contacted customer service telling them that I had canceled the order and I would like a full refund. She said she couldn't do that because it was already shipped. I informed her that I canceled the order only two hours after placing the order-in other words a full day before it was shipped-but she said there's nothing they can do. They have their policies and can't give me a refund. I researched other customers who had similar complaints. Apparently if you cancel the order even immediately after placing it they will still send you the item to make it more difficult for you to get a refund.
There is a complicated process to return the magicjack and from what I hear it is difficult to receive a refund. As of this writing I have not returned because I just received it today. I am returning it today and will send an update if and when I receive a refund.
Rev. of Stanley NC (07/10/08)
I purchased MagicJack several months ago. My cost was $39.95, which included the MagicJack and my first years bill. My problem; it is easier to get the President's private e-mail address than to get customer service at MagicJack. When trying to get a live voice you are sent on a wild goose chase that never ends. Their answer to everything is MagicFix, a tool that is supposed to correct 95% of all problems. I am in the 5% that needs help but can never get it.
After waiting about 7 minutes for 'MagicFix to do it's thing I was told to click on another remedy and the same thing happens. Finally I got discussed and hit a button that said returns. Guess where it sent me? Youre correct, right back to the magicfix fiasco.
In all Ive spent about 10 hours, at various times, trying to get a live voice? with no success. I guess the live voice? is deceased. I am not an IT person so I needed help. Help that I am entitled to but have never received. It is to late to cancel my MagicJack service but you can rest assured I will not renew next year.
Since I'm not able to get customer service I am unable to get the most out of my service. I was promised a package of add-on features such as; caller ID, free 411. To date I have not been able to get these services.
Diane of Orlando FL (07/09/08)
On May,8,2008 I ordered 2 Magic Jacks from a TV ad. I was to try the item FREE for 30 days. If I chose to keep it they would at that time take $39.95 from my checking account. NO Cost untill after the 30 day trial period. 48 hours later on 5-10-08 they stole $59.85 and also an unknown charge of $3.95 was also taken from my account without my knowledge or consent.To make matters worse I had not even received the item,
Less than 2 weeks later they TOOK another $145.43 from my account again with out my knowledge or consent and then the bank charged me a $33.00 overdraft fee. Now the total I am out is over $200.00. I sent the items back unopened well within the 30day FREE trial and have the receipt.
I have spent well over 200 minutes on the phone with them and their bogus charges only to get nowhere.I kept a log of who I spoke with and when. I was told on my last call by a supervisor named ANN, that all the monies would be returned within 48hrs.That was on 7-3-08. today is 7-9-08 and the monies have not been returned to my account.
This ordeal has caused me great mental anguish and sleepless nights not to mention the bank is threatening to send this negative balance to the credit Bureau. How can a company be allowed to STEAL money from someones account and keep it and ruin credit. All they have done is illeagal and I cannot get them to give me back MY money.All the charges ARE bogus and all have taken place within the 30 day FREE trial. I have a copy of the commercial saved on the TV set.Can you please help me as I have tried everything I can think of.
I am facing negative credit on my checking account with the credit Bureau not to mention I have and still am suffering great mental anguish and sleepless nights. I suffer from severe brain injury from a fall 2 years ago and have enough to deal with. I don't need a company taking money I don't have and charging me a bunch of bogus fees for a product I don't even have.This is adding to my depression and has snowballed into a nightmare. All because I wanted to try out the Magic Jack, which I never did.They have cost me a small fortune and they have the product back. How is this right? Please HELP !!
Marilyn of Austin TX (07/02/08)
I(Marilyn Castle) saw the magicJack ad on Tv sounded good trying to save money on our home phone bill and ordered 2 on my daughter's debit card. Never spoke to a live(real) person on my cell phone. I entered my name and my e-mail only and address on keypad or by voice. Was offered an additional one year subscription on each of the 2 magicJacks for $19.95 each and decided that sounded good. They say you pay$39.95 for first year and then I ordered the additional year on each for a total of $133.40. We were told to use the magicJacks for 30 days and the card would not be billed a penny the day you order or supposedly for 30 days. They said risk free for 30 days free voicemail, e-mail for life anywhere in the world no more monthly phone bill. anyway after thinking about it for a day I decided to cancel the order. I ordered it Sunday about 7:00pm . I had decided by Tuesday afternoon to cancel the order and when My daughter called me after work and said that she had no money in her account for gas or groceries.we immediately called to cancel but no live person just that robot taking orders. Talked to daughter and we went online to try to cancel. Same thing no one responded. I had 2 magicjack Gold Activations e-mails.
My son was not authorized to use the card he didn't even have the numbers. Where did they get his name and how did they put $133.44 of her money on hold with no authorization.My name was no where on that order only my e-mail address. We sent them back Asap 3 days at post office.It took 4 different times over the course of 2 weeks to get the full amount back. She had to borrow money(she is a student and works)and worry about being able to make a car payment.The live person chat is a joke we told them they had the name wrong over and over.To all of us this was a very scary experience. They had our address when I ordered(Not from me I only confirmed),, name, and they got the money. My son was never even part of this. Beware Big Brother is here.
Scott of Salix PA (06/25/08)
Magicjack,LP has an informercial trying to sell their product, the magicjack. It is a device that is plugged into a computers USB port and then the landline phone is plugged into the other end. They offer a 30 day free trial and after that free trial they take $39.95 out of the bank account. It is $19.95 a year with no more monthly phone bills. The only way to purchase the device is through their automated 800 number with a credit card or debit card. On May 15th, 2008 we received our magicjack device. Only after 2 days of receiving the device, they were already putting money on hold in our bank account($46.90) causing us to get an overdraft in our bank account. We did not expect them to be doing anything with our account until after the 30 day free trial. I chatted with a Magicjack agent live on their website(Magicjack.com) and they assured me that our account would not be affected until after the free trial. The only way to get a hold of Magicjack is through their live chat on their website because they have no phone number(just the 800# for ordering the device which is all automated), they have no email address and even their mailing address is questionable. Since the $46.90, the amount Magicjack put on hold in our bank account, didn't actually come out of our account, they don't owe us the $46.90. Because they processed authorization for the device before the 30 day free trial was up, it caused our account to have an overdraft, in which we had to pay the $30.00 fee for the overdraft that Magicjack,LP caused. My bank (USSCO Federal Credit Union)told me that Magicjack is responsible for the $30.00 overdraft fee that they caused from processing authorization for the device too soon. Had Magicjack waited to process that authorization until after the 30 day free trial, like they state they would, we would have had the money in our account and we wouldn't have this problem right now.
Kathy of Moreno Valley, CA (05/19/08)
This product was advertised on an informercial. It stated that it had a 30 day free trial offer and they would even pay return postage if you decided not to keep it. I contacted the company and by livechat spoke with Amor and Elle and they state that sorry-I must pay return postage. Even when I indicated that this is not what was advertised and promised to the consumer--they just stated sorry
I would never have even given this a try if they did not guarantee totally risk free trial.
Louis of Sayreville NJ (03/21/08)
i had ordered this gadget called magicjack the cost was 39.95 plus shipping and handling total 46.90,it was a 30 day trial,and was charged to my checking acct.the order was recieved sometime in early feb.and i used it for 10 days it is a phone jack that connects to a usb port on your computer which enables you to make and recieve calls,the cost is 19.95 a year,its been advertised on t.v.i was not happy with the product so i returned it 2/22/08 and it was recieved by them 2/25/08,well within the trial period,so now i waited for my checking acct.to be credited and it was 3/10/08 for 46.90,then later in the same day it was rewithdrawn,and i have proof but you cannot just call these people,you must go on a chat line,i have talked on that line with 5 different reps for my money to be refunded with no results,i just want a refund i've been getting the run around can you help me
all i want is a refund for 46.90
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