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Magicjack

Howard of Vermillion, SD December 17, 2008

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 December 12, 2008

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 December 4, 2008

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 November 30, 2008

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.

Marilyn of Austin, TX July 2, 2008

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 pay39.95 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.

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